Smokace Casino - Player’s winnings have been confiscated.

I logged onto the casino and won some free spins. With these spins, I won €18. To fulfill the terms of my real balance, I needed 100% roller. I then played a game of Fortune Tiger and won, meeting the 100% roller requirement. This triggered a bonus to my real balance. I then went to a live casino (Crazy Time) and won €3,500. Shortly after, I made a deposit of €20, returned to the casino and won another €3,000. I went to withdraw €1,950, but to my surprise, all my winnings had disappeared into thin air. I contacted them via email and was told that my withdrawals had been cancelled and all the winnings confiscated, leaving me with just €25. I objected to this, stating that I had made a deposit and subsequently won at the casino, therefore I was entitled to half of the €6,000 value. My concerns were simply ignored.

Dear warlisonmoreira32,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly your initial winnings came from a no-deposit free spins bonus? What was your balance that was converted to real money after you completed the wagering requirements of the bonus?

Have you completed account verification in the casino, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomás, firstly I would like to thank you for the space here, it helps us hope to recover and resolve this unpleasant problem.

They are to be congratulated.

Before winning the amount of €6,500 or so, I did the verification, sent all the necessary documents required by the casino (smokace) and was approved.

Regarding the winnings, I reached a total of €6,500 and little Real balance, after fulfilling all the requirements.

Regarding my bonus balance for Real balance convention was less than €50, I don't have an exact number, but in doubt, about this, I would like you and your team to notify the casino to the same provider of all my game history , I entered the casino to find out, but without success, there I saw that I made another 600 bets, it appears to me up to 314, the rest do not update, I would be happy if you could help me with this... but the rest I have capture of my winnings, proving deposit and withdrawal and real balance.. I will always be at your disposal.

Tomas, To complement your question about the convention for real balance, it was at the end (the last 5 bets of the fortune game and specifically at the beginning of the live casino (crazy time) if they collaborate in providing my complete history of games I played from From the 28th to the 29th for you, it will be there confirming what I said here, as unfortunately the history does not appear complete for me.

Thank you very much, warlisonmoreira32, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello warlisonmoreira32,

I'm Michal, and I have taken over your complaint. I have reviewed your case and still need to ask you a few additional questions. Did you receive the free spins as a bonus, or were the free spins a feature in a slot game that you played without an active bonus? Were the winnings from the free spin credited to your real money balance automatically? After you have fulfilled the bonus wagering conditions was the additional bonus credited to you automatically, or have you claimed the bonus manually?

Have you played live casino (Crazy Time) with an active bonus?

Thank you very much in advance for your reply.

Best regards,

Michal

Good afternoon, thank you very much Tomas.

Hi Michal, let's go... I made my registration at the casino (smokace) and received 10 or 20 free spins, I don't remember exactly how many, but it was between these two options, automatically spins by my registration... soon after I entered the game to play, but there was a problem with the game, it wouldn't open and with an error message, so I looked for support, I spoke to a woman live and reported the problem to her, she confirmed the problem and she transferred it at 10 or 20 spins for another slot game... I played and won €18.19... as I said above I'm not sure if it was 10 or 20 spins, in this case Michal, I ask that you can ask the casino (smokace) for all this information to confirm . As soon as I met the casino's conditions (smokace) the bonus money was automatically converted into real money, soon after I was looking for other games and entered the live casino page (live) and entered crazy time, already playing with real money .as you already know in the end, I won €6,502 and unfortunately they confiscated everything in less than 24 hours, they also canceled my withdrawals, I still lost my deposit of €20, it was sad and disappointing, I felt like a fool and rubbish. I hope I can get my money.

I will always be available Michal and thank you very much for your attention.

To complement Michael, my winnings from the free spins I won (€18.19) right after registering, were credited to the bonus balance, only after I fulfilled the casino conditions, I believe it was 50%, it went to the Real balance €50 .00 or so.. Observation michal, I don't have the exact number of Real balance, but I believe it was around €50. That's why I needed you from casino guru, to notify the casino (smokace) so they could resolve it faster between both parties, I will be at your disposal again.

Thank you for the additional info, warlisonmoreira32.

I will contact the casino to shed more light on this matter.

We would like to invite Smokace Casino to join the conversation.

Dear Smokace Casino,

Can you please provide more information on why were the player's winnings voided? If the information can't be shared publicly please send it to me at michal.k@casino.guru

Dear Michal,

We would like to inform you that additional information regarding the player's complaint has been sent to the email address you indicated: michal.k@casino.guru.

Best regards.

Smokace Casino Risk Department.

Dear Smokace Casino team,

I have received your email and have replied back. I am awaiting further information to get a better understanding of the situation.

Dear Michal,

We would like to inform you that additional information has been sent to the email address you indicated: michal.k@casino.guru.

Best regards.

Smokace Casino Risk Department.

Dear Smokace Casino team,

I have received your email and have replied back.

Hello everybody ...

Michal I just wanted to understand and express myself in light of smokace casino's delay in responding to the casino guru's dealings or questions, by the way, I am very grateful to all the casino staff who accepted and accepted my complaint (complaint, in view of my case, because I didn't I see the complexity of my case for this delay, I believe it is much simpler, due to the fact that smokace casino recently operates in the gambling market and does not have as many complaints from players.

By the way, it's a very good casino in terms of game options and bonuses, I can admit that, but they stop wanting from the moment they did all this to me, they expect them to redeem and return my winnings.

Dear warlisonmoreira32,

The information regarding your account PLAYER1268044(warlisonmoreira32@gmail.com) has been reviewed in detail by the Casino Risk Department.

During the review of the information, the Casino Risk Department made a decision to refund the full amount of 6.507 EUR to your gaming account.

On 18.09.23 the amount of 6.507EUR was successfully credited to your game balance. 

Please confirm that you have successfully received the specified amount on your game balance on your account PLAYER1268044(warlisonmoreira32@gmail.com).

Best regards.

Smokace Casino Risk Department.

Hello good morning everyone, good morning casino guru and smokace casino, firstly I want to thank casino guru for the commitment and dedication to my case, thank you very much from the bottom of my heart to all of you and your team, and also thank you smokace casino for the serious work of you and showed that you are truly a casino that cares about its players, you always generate my respect..

Thank you again very much to everyone involved (Tomas, Michal and the smokace casino risk team).

I did receive the entire amount back and thank you very much again to everyone from the bottom of my heart.

Thank you all for your responses.

Dear warlisonmoreira32,

I am glad we could find a compromise with the Smokace Casino team to accommodate you. I would like to thank the Smokace Casino team for their fair cooperation. At this point, I do not recommend playing further with your re-credited balance. Instead, please make sure to submit a withdrawal for your winnings and let me know once you successfully receive it so we can consider your case resolved.

I recently requested a withdrawal or withdrawal of €950, as soon as it works I will let you know, as the limit per withdrawal is €1000 and up to 3 withdrawals per day.

Again thank you very much.

To complement Michal, I actually requested 3 withdrawals (950,1000 and another for €960)..

As soon as it is credited to my bank account I will let you know, again thank you very much for your attention.

Hi michal, everything went well and thank you all very much (smokace casino and casino guru).

Successfully resolved.

Great news, warlisonmoreira32. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru