The player from Italy was informed by the casino that 495454.98 EUR has been deducted from their balance due to a term in the bonus agreement that restricts the maximum withdrawal from no deposit bonuses. The player made multiple withdrawal requests, which the casino has failed to process within the 24 hours as stated in their own terms.
Smokace Casino - Player's winnings confiscated due to bonus terms.
Amount: €495,000
Smokace Casino
Safety Index:HighSafety Index
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Case opened
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Case summary
2 days ago
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2 weeks ago
Translation
Hello,
The casino in question has sent me this email:
"We would like to inform you that an amount of 495454.98 EUR has been deducted from your balance in accordance with Smokace's bonus terms, namely:
1.1 The maximum amount of funds a user can have after wagering a no deposit bonus, including a no deposit bonus received in the Bonus Shop, is 5x the bonus amount or the funds received from the free spins. Any winnings above this amount will be forfeited.
1.2 Bear in mind that you must first claim winnings received from the no deposit bonus. When you withdraw, make a new deposit in order to continue playing without a winnings limit.
On 19.04.2024, you were given a no deposit gift of 110 EUR, which you successfully converted into real money. According to the above-mentioned bonus rules, the maximum withdrawal amount from this bonus is 550 EUR. After converting the bonus into real money, you made no withdrawal request. Instead, you continued to play and increased your balance, contrary to clause 1.2 of the bonus rules."
However, once I had reached a balance of 18,000€, I made three withdrawal requests each for 1,000€.
Their terms indicate that withdrawal requests are processed within 24 hours, but this was not the case for me.
In the meantime, I continued to play and increase my balance.
I believe they are at fault for not processing the withdrawals within the stipulated time.
Thanks,
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2 weeks ago
Hello Aleauzzass,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokeace Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How much was your balance when you finished the wagering of the bonus? Was it automatically converted into real money? Was the balance anyhow capped when the wagering got finished? When was the last time you spoke to the casino and what was it about? Would it be possible to forward your betting history to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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2 weeks ago
Translation
HI,
my profile has been verified since 04/18/2024. I verified my account before requesting withdrawals.
I don't remember the balance of my account once the bonus was wagered (I think around €1/2,000, but I remember that the balance automatically transformed into a real balance after the bonus was turned over and I was thus able to play another slot machine you could play with the real budget.
the balance has never been limited at the end of the bets.
the last time I spoke to the casino was yesterday to complain about their behavior but I didn't receive any response.
I don't know how to recover the entire game history, because the site doesn't allow you to download it, but only to view it on the screen.
I would like to point out that the site also offers tokens that I converted into a casino balance when my balance was around €30,000 and that the winnings could easily also derive from the token bet, therefore making it valid
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2 weeks ago
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I would add that yesterday the VIP bonuses that were present in my bonus section (which they also write in the email) were eliminated.
They are actually no longer present.
And that's why the situation becomes even more suspicious.
If you wish, I can send you a screenshot and screen recording by email which certifies the date and day of my currently (empty) bonus section.
Thank you
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2 weeks ago
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UPDATE:
Hi, I'm reposting their response email and my further response:
They write:
Good morning Alexander!
I am your Manager of SMOKACE, it will be my pleasure to assist you today.
I understand your emotion, after such success in the game it is quite frustrating to see that the balance is back to where it started.
It is my duty to give you a hand, so I propose to go step by step to fully clarify the situation that has occurred.
So, you mentioned the bonuses in the VIP section, I checked the history of the bonuses and I see that the bonuses you mention were exhausted before the no deposit bonus I provided - 110 EURx30 which I assigned to you on 19/04 at 14:48 Italian time, who was subject to the Bonus rules described on the Bonus Terms page paragraph 1. Shortly after, the sum of 550 EUR was transferred to the real account and then already with those funds he managed to bring the balance to the level that was formed.
As you rightly mentioned in the email, you created three withdrawal requests, which were then canceled by our Finance department precisely to correct the balance sheet. The withdrawal request had to be created as soon as the bonus was transferred to the real account. In addition to the failed withdrawal, point 1.2 of the Bonus Rules reports the need to make a new deposit with real funds (any sum) after the redemption of the bonus winnings in order to continue the game without further withdrawal limits. As far as I can see, you also did not make a new deposit after redeeming the bonus. Therefore, in this situation the two conditions described in point 1.2 of the Bonus Rules are missing.
In this regard, considering the sequence of movements of funds on the account and taking into account the Bonus Rules, the funds that exceeded the redeemed bonus were deducted.
I hope to have summarized the situation in detail and I count on your collaboration.
While I reply:
HI,
I further dispute your statement because my account (once the bonus was turned over) has never changed the amount. You never changed the amount to €550, and that's why my balance (once played in the slots that accept bonus money) was transferred in full to the Gtes of Olympus 1000 (which only accepts real balance and not bonuses).
I also redeemed my tokens and played with them, thus increasing my balance.
Therefore the win may also have occurred thanks to the redemption of the tokens in the casino balance sheet.
There are no withdrawal and deposit rules on them, so I consider my winnings to be valid.
I await a reply
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1 week ago
Hello Aleauzzass,
Would it be possible to forward your full deposit, bonus and betting history to nikolas.b@casino.guru?
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1 week ago
Translation
Hi Nick, it's been 7 days and we managed to stay at point 0?
As already mentioned, the site does not allow you to download your betting history.
For deposits I can send the screenshot, but I don't even have a trace of the honous received.
I honestly thought that in 7 days you had already contacted the casino.
At this point I sincerely hope that you are able to help me
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2 days ago
Hello Aleauzzass,
Once the wagering of the bonus is finished, and the money is transferred to real money balance, the bonus terms should no longer apply. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Casino Guru is examining the case
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