The player from Austria had initially complained about being unable to withdraw the remaining 5000 Euros of their 8000 Euro winnings from an online casino. The player had claimed that despite multiple attempts to contact the casino, they had received no satisfactory response. The player had also accused the casino of operating without a license in Austria. However, the player later admitted to gambling away the disputed amount. After a thorough investigation, we had determined that there was not much we could do to assist the player since they were responsible for their account, active balance, and all bets. We also clarified that the player's claim for a refund based on the casino lacking a specific license was not a valid reason for us to intervene. Despite extending the complaint resolution timeline, the player failed to provide additional information, leading to the rejection of the complaint.
Smokace Casino - Player struggles with remaining withdrawal.
Amount: €8,000
Smokace Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I won 8000 Euros and the casino wouldn't pay out. It's all just a scam here. I withdrew 3000 and the next day I wanted to transfer another 3000 but it didn't go through. I've contacted the casino a 100 times but never got a proper response. This casino should be shut down. It's a great scheme for never paying out anything. No player protection at all.
Dear Potti995,
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 the casino blocked your account?
- When did you request your withdrawals?
- How much is your current balance in the casino?
- Did you achieve your current balance with the help of a bonus?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
No, because of that I lost everything. They wrote that they have to check something within 14 days. Now it's time to protect others. On their site there is a daily payout of 3000 euros. That's not true. More like a month. This casino should be closed. I want to Don't know how many victims there are.Where is the player protection?Who and what checks the games for 14 days.Such a sudden sense
Would like it if Guru Casino downgraded rapidly. If you don't make every payout for 14 days and make it freely accessible, that's no player protection. It was about 8700 euros. This casino should be closed because everything is a scam
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.
it's ok.but you have to warn about Smoking ace on your homepage.first of all, 3000 euros can't be paid out every day, customer service doesn't work at all, payouts take up to 2 weeks and the money is still freely available.so you think that's player protection ??Otherwise I have to report you and the casino to consumer protection in Austria. Thank you
So it's getting better and better. Won 2000 euros, no free spins on a slot over 1000 spins. Game is manipulated by hanging, crazy. Won 120 euros today, account blocked at once. Wants my money. This casino is banned. Casino Guru, please Set the rating to 0, otherwise they will also be included. So it doesn't work that way.
I am afraid I will need more information, as I don't understand the situation.
Could you please explain the circumstances regarding your win of 2000 €?
Could you please explain the circumstances regarding your win of 120 €?
Have you asked the casino why they blocked your account? Have you received any response?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
No answer. Account was simply blocked. It is more important to me that the casino is closed. It has no license in Austria, only has win2 day. And you as a casino guru, I would recommend re-evaluating the casino. Or pay for this good one Rating .Wilful misleading is what it is, it is punishable.Thank you
My complaint is that the casino does not have a license in Austria. Please return my deposits of 800 euros and 1100 euros. Thank you for your efforts. Please stop advertising for illegal casinos. Thank you
No answer??? so it seems to me that this case should be solved
I apologize for the late reply.
In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.
Please let me know more details about other issues you experienced in the casino, so we may determine if we can assist you.
What was your balance in the casino, when your account was blocked? Are any funds withheld on your account or was your balance confiscated?
It simply wasn't paid out and was gambled away again. I would like my deposits back. As I said, no license for Austria and so illegal
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. We accept the situation where a withdrawal is delayed up to 14 days before we intervene in the matter.
Unfortunately, if your only claim for a refund is based on the casino lacking a particular license, we can't help.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close your complaint.
Thank you in advance for your reply and understanding.
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