The player from Berlin had repeatedly requested a cool-off for her account. After losing over €10,000 and eventually winning €8,000, she encountered conflicting withdrawal limits. The player demanded a refund of all losses. We investigated the legitimacy of the player's claims for a refund, requesting further information from the player. The complaint was rejected as the player did not respond to follow-up inquiries.
Smokace Casino - Player’s cool-off requests ignored; demands refund of losses.
Amount: €5,000
Smokace Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello,
I have spent some time at this casino and, after incurring significant losses, repeatedly requested that my VIP management account be put on a cool-off phase. Unfortunately, my request was ignored in seven different emails. Instead, I was repeatedly suggested to use a bonus, rather than addressing my concern.
My total stake has now exceeded €10,000. When I finally managed to win a small amount of €8,000 and requested a withdrawal, I was informed that the maximum withdrawal limit per day is €1,000. This contradicts the information on the website and here at Guru, where a daily limit of €3,000 is displayed.
Additionally, I have continued to gamble away my remaining money and would like to file a formal complaint. It is unacceptable that a player who has contacted support multiple times requesting account closure is ignored. Instead, players continue to be lured with bonuses, which only promotes gambling addiction.
I demand the immediate refund of all my losses. It is not acceptable to constantly entice a player to continue gambling, especially after they have decided to quit. I have kept all the emails as proof where I repeatedly asked VIP management to close my account. Unfortunately, none of these requests were addressed.
I expect a prompt response and resolution to this matter.
Kind regards,
Salar
Automatic translation:
Public
Public
4 months ago
Dear salarghiassi,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
I checked the casino's t&c and found these withdrawal limits:
- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:
per transaction: €1000 (or equals)
in 24 hours: €3000 (or equals)
per month: €50000 (or equals)
Please allow me to ask
- Do I understand correctly you were informed by the casino about different withdrawal limits? Could you please provide proof in any form?
- Could you please share your communication with the casino regarding the application of responsible gambling tools to your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance.
Best regards,
Tomas
Public
Public
4 months ago
Translation
Hello Thomas,
Yes, that's right, the casino told me that I can only withdraw €1,000 a day.
I have sent you all the evidence by email.
VG,
Salar
Automatic translation:
Public
Public
4 months ago
Thanks for your email salarghiassi.
I checked the information presented and unfortunately, we don't see a valid reason for a refund, despite contradictory information present between the casino's rules and information provided to you by the personal manager.
If you haven't informed the casino about a gambling problem and requested a self-exclusion for this reason you are still responsible for any deposits and gameplay taking place in the casino. If you wish to be protected, I would recommend you request self-exclusion from any online casino where you currently have an open account.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Smokace support,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).
The reason for my decision is xxx ( due to gambling problems / unrelated to any gambling problems)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support or your personal manager (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance for your reply. If any other circumstances would support your case, please provide them here.
