Smokace Casino - Player's withdrawal delayed and account blocked.

Good afternoon,

On December 4th, I made a deposit of R$30.00. On December 7th, I received a bonus from the platform and met all the bonus requirements, surpassing the amount they had set for it to be converted into REAL money. After this, I went through their verification process, during which everything went well - they accepted my documents. However, when it was time to withdraw my money, they started requesting some information about my card through which I would receive the amount won. After providing all the requested information, they kept sending the same email asking for the same thing but phrased differently. I sent them all the correct data such as my account and agency number, proof of residence, and my bank statement for the last three months. After all, this, I received no more responses. Shortly after, my account was blocked and I haven't heard from support since!

I need your help!

I WANT MY MONEY BACK!!!!

Dear gabrielwebermello0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning, my KYC was completed and approved by the platform, I don't understand why they blocked my account and stopped responding to me, I contacted the live chat and they told me that my account was duplicated, that's why they did that, but how was it duplicate if there is no possibility of creating 2 accounts with the same email?

I have every conversation with them stating this!

I just want them to pay me what's mine!

This SMOKACE casino is a SCAM!!!!!! They are alleging duplicity in my account so they cannot make the payment!!!

When the platform receives our deposits there are no inventions of obstacles or LIES like they are doing to me!

I made a deposit on this account and got a bonus, I met all the requirements and now they don't want to pay me, bunch of thieves!

DON'T PLAY AT SMOKACE!! PLATFORM IS A FRAUD!!!

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

IT IS IMPOSSIBLE FOR SOMEONE TO USE MY EMAIL TO CREATE ANOTHER ACCOUNT!

This platform is acting in bad faith!

I have proves!

Why didn't they block it when I made my deposit to spend at the bookmaker?

I have an amount of 1500 reais in SMOKACE and they don't want to pay me!!

Waiting for your return!!

Petronela, I sent you some evidence by email proving the casino's error!!

They confused me with a Gabriel M***** who lives there in Santa Catarina!

check your email and see.

thanks!

Thank you very much, gabrielwebermello0, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello gabrielwebermello0,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Smokace Casino to join the conversation and participate in the resolution of this complaint.

Dear Smokace Casino,

Can you please provide further information regarding the player's alleged use of multiple accounts? The player states that the account they have been left with is not their own, can you please provide supporting evidence that shows otherwise?

Kind regards,

Adam

Good morning Adam, thanks for your help!

I hope the casino recognizes its error and allows me to withdraw correctly!

Adam, if you need me to forward all the proofs to your email, let me know!

smokace has just been proven to be a fraud, I will try to signal as many bettors as possible to stay away from this platform!

Below are some reports, sad about the situation!

Dear Adam,

We have sent evidence of the intersection of accounts to your email address (adam.m@casino.guru).

We ask you to familiarize yourself with the evidence provided.

Thank you in advance!

Sincerely,

Risk department Smokace Casino.

Firstly, good morning Adam!

I believe that the casino forwarded the crossing of accounts PLAYER1470540 (My original account where my winnings and deposits appear, my KYC verified with my documents) and PLAYER1055493 (Gabriel M****'s account which I don't know and resides in Santa Catarina ).

they allowed me access to it with the same password that I use on the original account, please check and explain to me here, as the casino is just stringing me along and running away so as not to make the payment!

Also remind them of the famous LGPD, I believe they are unaware of some laws!

Thanks.

Dear Smokace Casino,

Thank you for the evidence provided, I have replied to your email with a couple of questions.

Dear gabrielwebermello0,

Both of the accounts mentioned have logged into the casino using the same IP address, are you able to explain how this could be? Can you also clarify which device you use to play at the casino (mobile phone or laptop, for example)?

Kind regards,

Adam

Dear Adão, I use a cell phone (iPhone 11) and to answer your question about the IP, without a shadow of a doubt it was a fault on the part of the casino itself, as the person lives in Santa Catarina and as I confirmed the KYC it is proven that I live in Porto Happy, no one has access to my cell phone, only me!

I don't understand why they are inventing all these pretexts to not make the payment!

We emphasize that out of 100 cases you receive about this casino it is always the same issue involving the withdrawal request! If you deposit 10 thousand reais on the platform they continue to leave you free and analyze, then you try to withdraw 100 reais of the 10 thousand and they block you...

strange, right? Fraudulent platform!

Even with my KYC confirmed, with my documents, selfie with my document, proof of residence, bank statement from the last 3 months they still say that I am making duplicates...

I just want to resolve this problem as soon as possible, I want my money that I earned within the platform and after that, they can delete my account! I will never enter this casino again!

Dear Adam,

We inform you that we have not received a response email, unfortunately.

We ask you to duplicate your email.

Thank you in advance!

Sincerely,

Risk department Smokace Casino.

Hello gabrielwebermello0,

This case is still being discussed via email, so I will reset the timer accordingly. In the meantime, the casino states that the password for both accounts was also the same. I do not wish for you to reveal what your password is, but can you please tell me if you used a password that was generated automatically when registering the account, or if you have used something you created yourself?

Kind regards,

Adam

Good morning Adão, I always use this password for most of my logins, (name and year of birth...)

And the other player's email is completely different, so if someone enters the default password they normally use (1 to 8), they will all be blocked because the password is the same? This casino argument makes no sense…

good morning!

Do we have a return?

Hello gabrielwebermello0,

The discussion with the casino is still ongoing. I will again reset the timer as more time is needed to bring this case to a conclusion.

Kind regards,

Adam

Good afternoon Adam,

I'm still waiting for a plausible return...

What else is needed for the casino to understand that I ALWAYS only had 1 (one) account on the SMOKACE platform?

my KYC was approved, I sent all the documents to the finance company to make the withdrawal and now I have no response and my money has been confiscated!

If my KYC was approved, what is their argument for not wanting to pay me? If there really was this duplicity, KYC would not be approved!

I await feedback and I hope it's positive! They confiscated my winnings worth R$ 1,500.00 for no reason!!

What is the return after all this time?

Will the casino harm me even because of their mistake?

Dear gabrielwebermello0,

I appreciate your frustration, and apologize that this is taking some time to bring to a conclusion. The casino has sent me more information as requested via e-mail, so I am currently reviewing everything once more.

I will update you here shortly once everything has been checked. Thank you for your continued patience.

Kind regards,

Adam

Dear Smokace Casino,

After reviewing all of the evidence provided, it seems that the only thing that clearly links the accounts with any certainty is the use of the same password. The second account has passed verification, can I ask to what degree? Which documents have been provided, and has there been any sort of video call?

Kind regards,

Adam

Good morning Adam,

Any feedback?

Dear Adam,

We inform you that the information you requested has been sent to your email adam.m@casino.guru

Please review the information provided.

Thank you in advance!

Sincerely,

Risk department Smokace Casino.

Good morning Adam, is the casino still trying to stall and invent a reason not to make payments?

Now you will have proof in your email about how this casino acts with its "customers"…

I'm waiting for an outcome as soon as possible!

What return?

Dear Smokace Casino,

Thank you once more for the information provided.

As mentioned, the only information linking the 2 accounts is the use of the same password, which is something that we are not able to verify. It was mentioned that the player logged into the first account with the same IP as the second account, but this seems to have only happened after the second account was blocked and the accounts were essentially merged into one.

As the player has passed the verification for the second account, it would mean that if they opened the first account also, they did so using false information, and then only made a deposit and lost it, without claiming any bonus. The bonus has only been claimed and used by the player once, so it does not seem likely that there was any intention of gaining any bonus unfairly.

With the above in mind, I believe that the player should be given the benefit of the doubt in this case. Perhaps further verification methods could be used to verify the player's details match those of the second account, and if they do the winnings should be paid.

Kind regards,

Adam

Good afternoon Adam!

Thank you for your attention to this case, I hope the casino recognizes the error and makes the payment correctly!

I look forward to the SMOKACE demonstration!

If you need more documents for verification, let me know!

Hugs!

Dear gabrielwebermello0,

I have further spoken to the casino representative via Skype, and they have provided additional information regarding this case. It seems that after you accumulated the winnings, you changed your address in your casino account. Can I ask you to please explain why?

Kind regards,

Adam

Good morning Adam

My registered address is at Sergeant Vitório, I put it wrong the first time

And my address was registered according to my bank accounts…

Hello gabrielwebermello0,

Thank you for your response. The casino also stated that you have been unable to supply a bank statement that shows your address. Can you confirm if this is the case?

Kind regards,

Adam

Hi Adam!

I will email you the statements and other documents!

Do we have a return?

Dear gabrielwebermello0,

We have discussed this case at length in our weekly meeting, and following a review of all the information provided, it has been decided that we are unable to argue this case in favor of your winnings being returned to you.

We can only make a decision based on the evidence at hand, and the similarities between the accounts cannot be ignored.

The casino has stated that they are prepared to return the deposit to you that was used to claim the bonus, and we believe that this is the fairest outcome in this situation. We would also recommend that you ensure that your account is fully verified before continuing to play on your remaining account, to prevent any further problems from occurring.

Dear Smokace Casino,

The casino mentioned that the player's deposit would be returned to them, can you please let us know if this has been processed?

Kind regards,

Adam

Dear Adam,

We inform you that the financial department has paid the deposit amount to the user to the bank account, the details of which the user provided to the financial department for refund.

Dear gabrielwebermello0,

Please note that it may take up to five banking days for funds to arrive in your bank account.

Sincerely,

Risk department of Smokace Casino.

This was the biggest injustice a casino has ever done to a Player!

Can you explain to me why everything went well with the account provided to make the refund?

Why was there a discrepancy with the same account provided to pay the winnings of R$1,500.00?

My account passed FULL KYC verification, what was the reason for my winnings to be confiscated? Platform acted in bad faith, not wanting to pay the gains that were obtained in an HONEST way! I met all the requirements and they still CANCELED MY ACCOUNT because they claimed that my password to log into the game was the same as that of a PLAYER from another city who coincidentally had the same name as me... Gabriel, a common name all over the world!

After failing in their arguments and being questioned by Adão, they used another argument that it would be a mistake when entering the ADDRESS of my residence, what was the point? All documents were attached and approved by the platform, giving me access to withdraw my winnings!

What happened is very disappointing, ALL cases of complaints against this platform are ALWAYS the same! EVER!

If you lose and continue depositing the platform does not find errors, but if you manage to win something! They confiscate you, block your account, say that you are addicted to gambling, that you cheated the system and among other things!

I hope that someday they discover this fraud and take down this SMOKACE, you guys are terrible!

Dear gabrielwebermello0,

As the deposit has been refunded, this complaint will now be rejected for the reasons explained in my previous post.

Kind regards,

Adam