Smokace Casino - The player's account was blocked.

Opened account without problems on Smokace.com (Altacore NV).

Having previously closed accounts with Altacore, I felt it was best to ask support if it was OK for me to play there. Yes, no problem (have the chat saved). Lost SEK 2,100 and logged out to borrow money and continue playing. When I would log in, a box opens: "User is blacklisted"

Can't log in and don't even get a response from support after about 10 emails!

demand my deposits back!!!

Dear Poolhero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there currently any balance withheld on your casino account? Could you please explain what was the reason you previously had your accounts closed in associated casinos? Did the casino inform you about the reason why your account was closed?

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, possibly a few kroner.

Have closed accounts due to severe gambling problems, not only there but at 100's of different casinos. If I'm then blacklisted, shouldn't I be able to open an account and play only to be met with a closed account when I've lost my money?

No, they didn't give me an explanation and they have chosen to completely ignore my emails, haven't received a single reply despite 10 emails.

Understand where you want to go, game problems should still not justify such behavior! You are either blacklisted or not! Open an account and gamble away your money only to be blacklisted immediately afterwards by rogue casinos who don't care one bit about the outcome or the player!

What for me makes the whole thing even more unpleasant is that I opened an account on spinsbro.com (also Altacore NV) without any problems whatsoever and deposited 30 euros on which I managed to win 3000:- Even there it said "User is blacklisted" the next time I would log in.

I submitted documents, everything was in order but they chose not to pay out the winnings. However, I received the 30 euros I invested in return, a small consolation.

Just for show

//Stefan

Today it has been 10 days without a single answer and the agents continue to nag that answers can only be received through email support. Then they stop responding!!

The account on spinsbro.com was opened a few months earlier I might add.

Thanks for the explanation.

Please understand that we can’t penalize the casino for closing your account if they didn't withhold any balance. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Do I understand correctly, you didn't self-excluded in the Smokace.com casino? Please let me know

Also, I believe that for your issue with spinsbro.com, where they confiscated your winnings, you should open a new complaint as we have a 1 complaint per 1 casino policy. Thanks for your understanding.

Hello!

No, I didn't self-exclude myself on either spin bridge or smokace. I swear!!

greetings

Stephen

When I try again tonight with contact in the chat, the agent says that all information has disappeared about my case and they ask me to start writing to support again, almost three weeks later and about 10 emails without an answer🙈

How far can it go????

Could you please share with us the chat transcript of this? Alternatively, send me the transcripts to my email at tomas@casino.guru I'll await your reply.

The won't even give me access to the chat conversations? After the last fair, I didn't get any more answers!

It was perhaps clumsy not to save all chat conversations, but I thought they would respond.

No response after this!!

Here you can help me instead, it was Tomas who ASKED ME to open a special case for spinbro!

Now it's all about smokace.com, as it did from the beginning!

read through how they behave and see my submitted screenshots and you should also think that I have the right to get my deposits back, right?

When it is also not the same company, is there even more reason to get my money?

Greetings

Stephen

Watch how they behave🤬!!

I apologize for not replying sooner, Poolhero.

As mentioned in the other complaint:

"Although we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, this is not an industry standard for Curacao-licensed casinos yet."

If the self-exclusion is found out later, we accept the situation the casino will self-exclude your account as soon as they are aware of your gambling issues.

Unless there is some balance withheld by the casino, there is not much else for us to help you with. Please let me know if I overlooked some information, otherwise, I'll close the complaint as unjustified. Looking forward to hearing from you.

Thanks for reopening this!

This concerns deposits of SEK 2,100.

Everything can be read above

Dear Poolhero,

As we tried to explain on multiple occasions, the casino regulated under Curacao is not obligated to enforce self-exclusion across multiple brands of associated casinos.

Therefore if the casino learned about your gambling issues only after you created a new account under a new brand and deposited there you were not protected.

If at a later date, the casino learned about your gambling problem and enforced a block, we don't believe you are entitled to a refund on funds that were deposited and played down previously.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.