Smokace Casino - A conta do jogador foi restrita.

Subject: Complaint about Platform Blocking and Withdrawal Restriction - SMOKACE

Dear All

I hereby express my dissatisfaction with the situation I have been facing for about 3 to 4 months on the Smokace platform, related to the token section linked to Casino Goru.

I have been regularly topping up my account with amounts between €100 and €150 and actively participating in the platform's features. However, for months I have been blocked in the tokens area, making it impossible to make withdrawals, even though I have a significant balance (as shown in the attached images).

I've already sent several emails to the Smokace team asking for clarification and for my account to be released, but I've had no response to date. The message constantly displayed is: "Withdraw limit has been reached", without me being given any prior warning or clear justification for such a block.

I would ask that this situation be looked into as a matter of urgency. I have been suffering for months, even after having made real investments in the platform. If there is no response and solution within a reasonable time, I will resort to legal means and public complaint platforms.

I attach to this email screenshots showing my balance, the block and the history of the situation.

I await an official position as soon as possible.

Sincerely,

[removed by casino.guru admin]

Assunto: Reclamação sobre Bloqueio de Plataforma e Restrição de Saque - SMOKACE

Prezados(as),

Venho por meio deste expressar minha insatisfação com a situação que estou enfrentando há cerca de 3 a 4 meses na plataforma Smokace, relacionada à seção de tokens vinculada ao Casino Goru.

Tenho carregado regularmente minha conta com valores entre 100€ e 150€, participando ativamente das funcionalidades da plataforma. No entanto, há meses fui bloqueado na área de tokens, ficando impossibilitado de realizar retiradas, mesmo possuindo um saldo significativo (conforme demonstrado nas imagens em anexo).

Já enviei diversos e-mails para a equipe da Smokace, solicitando esclarecimentos e a liberação da minha conta, mas não obtive qualquer resposta até o momento. A mensagem exibida constantemente é: "Withdraw limit has been reached", sem que me fosse dado qualquer aviso prévio ou justificativa clara para tal bloqueio.

Solicito que esta situação seja analisada com urgência. Estou sendo prejudicado há meses, mesmo após ter feito investimentos reais na plataforma. Caso não haja uma resposta e solução em tempo razoável, irei recorrer a meios legais e plataformas públicas de reclamação.

Anexo a este e-mail capturas de tela que comprovam meu saldo, o bloqueio e o histórico da situação.

Aguardo uma posição oficial com máxima urgência.

Atenciosamente,

[removed by casino.guru admin]

Hello,

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.

• Could you please explain when was the last time you made deposits to the casino and withdrawals of winnings from the casino?
• Is your player's account verified? When was it verified?
• Could you please explain what makes you believe there is a connection between the token section and Casino.Guru website?
• Do I understand correctly that the loyalty rewards offered by the casino are locked, and you can't redeem them?
• Are there any rules associated with the token section on the casino's website that you are aware of, or were these terms and conditions distributed to you?
• Were you informed about the reason for the block?
• How much is your currently withdrawable balance in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Tomás,

Thank you very much for your reply and your willingness to look into my case.

Below are the full answers to your questions:

Last deposit and withdrawal:

I have been making frequent deposits to Smokace since September 2023, usually in the amounts of €100, €150 or €200.

I was only able to make 2 withdrawals of SMOKY tokens at first. After that, I was prevented from continuing, receiving the message: "Withdraw limit has been reached", even with an available balance.

Account verification:

My account was verified upon creation. I didn't receive any additional verification requests until recently, when I was "almost forced" to upgrade my account without any clear explanation.

Relationship between tokens and Casino Goru:

I contacted you because I know that Casino Goru acts as a mediator for disputes between players and casinos, especially in cases where casino support fails to respond. As this is what is happening to me, I sought your help.

Blocking loyalty rewards:

Yes, the SMOKY tokens accumulated through the casino's loyalty system have been blocked. I can't make any redemptions, and my balance exceeds $5,000 in tokens.

Terms and conditions of the tokens section:

I did not receive or find any clear rules about withdrawal limits, time limits or specific requirements related to token redemption. The feature was blocked without any prior warning.

Reason for blocking:

I was never informed of any reason. I've already sent four emails to Smokace support and received no reply. I've even stopped playing for the last two weeks because of this.

Balance available for withdrawal at the casino:

The euro balance in the main account is at zero. The blocked amounts are in the form of SMOKY tokens accumulated over months.

Games played:

I mainly played slots and live casino games. Always within the house rules. I didn't use sports betting.

Undue pressure to level up and keep playing:

Today I received an email from the Smokace team in which I was indirectly pressured to "level up my account" and "play every day" so that I could redeem my tokens.

I consider this a clear attempt to condition the release of funds that already belong to me, which represents an abusive practice that violates transparency and the principle of responsible gaming.

I have proof and screenshots of this communication,

Olá Tomás,

Agradeço muito pela resposta e pela vossa disponibilidade em analisar o meu caso.

Segue abaixo as respostas completas às perguntas:

Último depósito e saque:

Tenho realizado depósitos frequentes no Smokace desde setembro de 2023, normalmente nos valores de 100€, 150€ ou 200€.

Consegui efetuar apenas 2 saques de tokens SMOKY no início. Após isso, fui impedido de continuar, recebendo a mensagem: "Withdraw limit has been reached", mesmo com saldo disponível.

Verificação de conta:

A minha conta foi verificada no momento da criação. Não recebi qualquer pedido adicional de verificação até recentemente, quando fui "quase obrigado" a subir o nível da conta, sem que houvesse qualquer explicação clara sobre isso.

Relação entre tokens e Casino Goru:

Entrei em contato com vocês porque sei que o Casino Goru atua como mediador de disputas entre jogadores e cassinos, especialmente em casos onde o suporte do cassino deixa de responder. Como é o que está acontecendo comigo, busquei a vossa ajuda.

Bloqueio de recompensas de fidelidade:

Sim, os tokens SMOKY acumulados através do sistema de fidelidade do cassino foram bloqueados. Não consigo fazer nenhum resgate, e o meu saldo ultrapassa os $5.000 em tokens.

Termos e condições da seção de tokens:

Não recebi nem encontrei quaisquer regras claras sobre limites de saque, prazos ou exigências específicas relacionadas ao resgate de tokens. A funcionalidade foi bloqueada sem qualquer aviso prévio.

Motivo do bloqueio:

Nunca me foi informado nenhum motivo. Já enviei quatro e-mails ao suporte do Smokace e não recebi nenhuma resposta. Por causa disso, inclusive, parei de jogar nas últimas duas semanas.

Saldo disponível para saque no cassino:

O saldo em euros na conta principal está em zero. Os valores bloqueados estão na forma de tokens SMOKY acumulados ao longo de meses.

Jogos utilizados:

Joguei principalmente em caça-níqueis (slots) e jogos de cassino ao vivo. Sempre dentro das regras da casa. Não utilizei apostas em esportes.

Pressão indevida para subir de nível e continuar jogando:

Hoje recebi um e-mail da equipe do Smokace no qual, de forma indireta, fui pressionado a "subir o nível da conta" e "jogar todos os dias" para que pudesse resgatar os meus tokens.

Considero isso uma tentativa clara de condicionar a liberação de fundos que já me pertencem, o que representa uma prática abusiva, que fere a transparência e o princípio do jogo responsável.

Tenho provas e capturas de tela dessa comunicação,

Thanks for your patience.

Could you please share your attempts at communication with the casino regarding the topic of these tokens and how to enable their withdrawal?

Send the chat transcript or emails to my email at tomas@casino.guru or post screenshots here.

Dear Tomas

I hereby lodge a formal complaint against SmokAce casino due to unjustified changes in withdrawal rules and arbitrary balance blocks that are seriously damaging my experience and trust in the platform.

Specifically, I report the following points:

Token blocking: My tokens have been blocked, preventing their conversion or normal use within the platform.

Imposed weekly withdrawal limit: A limit of €1,500 per week was imposed on me without any prior warning.

Uninformed monthly limit: In addition to the weekly limit, I was surprised with a monthly ceiling of €3,000, which drastically limits access to my own funds.

Change in token withdrawal rules: The amount of tokens I could withdraw per day was reduced from 250,000 to just 100,000 tokens, making it impossible to withdraw larger amounts in a reasonable time.

I have tried to resolve the situation directly with casino support. Attached to this complaint:

Evidence of the block on the withdrawal page.

Conversation with the manager "João", where it is clear that there were technical difficulties with sending emails and where he acknowledges the existing problems.

Prints showing the available balance and the limits imposed.

I am available to provide further information or emails exchanged if necessary.

Thank you in advance for your help in mediating this case and I hope for a fair and transparent solution.

I have also replied to you via email with all the screenshots and conversations with the casino where I am told in the chat that they know nothing, where after 3/4 weeks they reply to me almost forcing me to play every day, and where I am surprised that they do not directly tell me that I have to raise the level of an account so that they can then see if they change my block or if it continues as they blocked me, also with a screenshot sent in the previous reply here at goru casino.

Best regards

Prezada Tomas

Venho por este meio apresentar uma reclamação formal contra o cassino SmokAce devido a mudanças injustificadas nas regras de retirada e bloqueios arbitrários de saldo que estão a prejudicar seriamente a minha experiência e confiança na plataforma.

Especificamente, relato os seguintes pontos:

Bloqueio de tokens: Os meus tokens ficaram bloqueados, impedindo a sua conversão ou uso normal dentro da plataforma.

Limite de saque semanal imposto: Foi-me imposto um limite de 1.500 € por semana, sem qualquer aviso prévio.

Limite mensal não informado: Além do limite semanal, fui surpreendido com um teto mensal de 3.000 €, o que limita drasticamente o acesso aos meus próprios fundos.

Alteração nas regras de retirada de tokens: A quantidade de tokens que podia retirar por dia foi reduzida de 250.000 para apenas 100.000 tokens, o que impossibilita o saque de montantes maiores em tempo razoável.

Tentei resolver a situação diretamente com o suporte do cassino. Anexo a esta queixa:

Provas do bloqueio na página de retirada.

Conversa com o gerente "João", onde fica claro que houve dificuldades técnicas com o envio de e-mails e onde reconhece os problemas existentes.

Prints que comprovam o saldo disponível e os limites impostos.

Estou disponível para fornecer mais informações ou e-mails trocados, caso necessário.

Agradeço antecipadamente a vossa ajuda na mediação deste caso e espero por uma solução justa e transparente.

Também lhe respondi via emeil com todos os prints e conversas com o casino onde me é dito no chat que não sabem de nada, onde passado 3/4 semanas me respondem quase a obrigarem me a jogar todos os dias, e onde fico surpreso que não diretamente me dizem que tenho de subir o nível de uma conta para depois eles verem se mudam o meu bloqueio ou se continua como me bloquearam, também já com um print enviado na resposta anterior aqui no casino goru

Com os melhores cumprimentos

Thanks for your reply and the submitted information.

You wrote:

Imposed weekly withdrawal limit: A limit of €1,500 per week was imposed on me without any prior warning.

Uninformed monthly limit: In addition to the weekly limit, I was surprised with a monthly ceiling of €3,000, which drastically limits access to my own funds.

• Could you please explain when you noticed these limits were applied to your account? Did the casino provide any explanation? How were you informed about these limits?
• Do these limits apply to your loyalty reward withdrawals or regular winnings withdrawals as well, to your knowledge?
• Could you please clarify when you made the last real money deposit to the casino?
• Were the verification issues you mentioned in your user review from February 2025 resolved?

Looking forward to your reply.

Hello Tomás,

Thank you very much for your attention and for following up on my complaint.

Below are the clarifications requested:

1. When did I realize the limits?

I discovered that there was a weekly limit of €1,500 and a monthly limit of €3,000 only when I tried to redeem my accumulated loyalty tokens and withdraw winnings from slot games. I was not warned in advance and this was never clearly stated in the platform's visible terms.

2. Did the casino provide any explanation?

I have not received any official or prior explanation about these limits. The only message that appears is "Withdraw limit has been reached", without any context or justification.

3. Do the limits affect tokens and earnings?

Yes, the limits are being applied to both loyalty tokens (almost €6,000 accumulated) and real winnings from slot games. This makes it impossible to access my own money, even with a verified account.

4. Last deposit?

My last deposit was made on 16/06/2025. Since then, I have stopped topping up the account due to blocks on access to funds, both tokens and weekly and monthly withdrawals.

5. Account verification?

My account was verified last year and there have been no problems with this process since.

6. Important additional information:

I recently received an email from Smokace practically demanding that I play every day and level up in order to gain access to the accumulated tokens, which I consider abusive since these tokens were earned based on my frequent deposits since September 2024. I have screenshots proving this practice.

I greatly appreciate the support of the Casino Guru team and look forward to further analysis of the case.

Olá Tomás,

Muito obrigado pela sua atenção e pelo acompanhamento da minha reclamação.

Seguem abaixo os esclarecimentos solicitados:

1. Quando percebi os limites?

Descobri que havia um limite semanal de €1.500 e um limite mensal de €3.000 apenas quando tentei resgatar meus tokens de fidelidade acumulados e realizar um saque de ganhos obtidos em jogos de slots. Não fui avisado previamente e isso nunca foi claramente informado nos termos visíveis da plataforma.

2. O cassino forneceu alguma explicação?

Não recebi nenhuma explicação oficial ou prévia sobre esses limites. A única mensagem que aparece é "Withdraw limit has been reached", sem qualquer contexto ou justificativa.

3. Os limites afetam tokens e ganhos?

Sim, os limites estão a ser aplicados tanto aos tokens de fidelidade (quase €6.000 acumulados) quanto aos ganhos reais obtidos em jogos de slots. Isso inviabiliza o acesso ao meu próprio dinheiro, mesmo com a conta verificada.

4. Último depósito?

O meu último depósito foi feito no dia 16/06/2025. Desde então, deixei de carregar a conta devido aos bloqueios de acesso aos fundos, tanto nos tokens quanto nos levantamentos semanais e mensais.

5. Verificação da conta?

A minha conta foi verificada no ano passado e não houve mais problemas nesse processo desde então.

6. Informação adicional importante:

Recentemente recebi um e-mail da Smokace praticamente exigindo que eu jogue todos os dias e suba de nível para conseguir acesso aos tokens acumulados, o que considero abusivo, visto que esses tokens foram conquistados com base nos meus depósitos frequentes desde setembro de 2024. Tenho prints comprovando essa prática.

Agradeço imensamente o apoio da equipe Casino Guru e aguardo a continuação da análise do caso.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

I've just sent an email to Pavel, I'll wait for his reply, thanks Tomas

Acabei de enviar emeil para o Pavel, vou aguardar resposta do mesmo, obrigado Tomas

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Smokace Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel and dear Rafael365,

Thank you for your patience while we reviewed this case.

We confirm that the player’s account is active, verified, and not subject to any operational restrictions. Following our review, we can confirm that access to previously accumulated SMOKY Tokens remains available.

To clarify: SMOKY Tokens are part of our loyalty program and do not constitute financial assets. As outlined in sections 17.2 and 17.3 of our Terms and Conditions, the ability to redeem and withdraw tokens is subject to individual activity and loyalty status.

At present, the player can continue withdrawing tokens through the TRUEPLAY Widget. The daily limit is set at 125,000 tokens, which corresponds to $500 per day based on the current exchange rate of 0.004 USD per token. These limits are applied automatically and consistently across the program.

We also inform the player that Play2Earn and Hold2Earn features are currently not available on the account. This does not affect the ability to withdraw previously earned tokens, which remains active within the stated daily limit.

All actions taken are in line with the Terms and Conditions accepted by the player. Should there be any further questions, we remain available to assist.

Best regards,

Smokace Casino Team

What is stated in casino smokace's response is not true, and I add the truth with the print taken today 24/07/2025 at 11 am Lisbon time.

O que consta na resposta do casino smokace não é verdadeiro, e junto a isso a verdade com o print tirado hoje dia 24/07/2025 as 11 horas, hora de lisboa

Dear Rafael365,

We would like to clarify that the daily token withdrawal limit of 125 000 tokens remains active and functional. In some cases, following internal updates or resets in redemption cycles, it may take a short time for the available balance to be refreshed and displayed correctly.

We kindly ask you to log out of the account, wait a few minutes, and then log in again before attempting the withdrawal. This usually ensures proper synchronization of the interface and token availability.

Should any further issue persist after that, we are happy to investigate it immediately.

Best regards,

Smokace Casino Team

I'm going to log out of the account as you say, to see if things are straightened out, because as far as I can see I'm still blocked as mentioned above with a screenshot taken a few minutes ago.

I noticed that I was released for a few seconds, and then I was locked out of everything again.

Here are the screenshots so that the casino guru knows everything

Irei sair da conta como está referindo, a ver se a coisa fica direita, porque no que se vê continua com o bloqueio como referido em cima com uma print tirado há uns minutos.

Onde reparei que me foi libertado por segundos, e logo após me deram de novo o bloqueio em tudo.

Deixo aqui os prints expostos para o casino guru ficar sabedor de tudo

Dear Rafael365,

Thank you for your message and the screenshots provided.

We’ve reviewed your account and can confirm that earlier today you successfully withdrew 125 000 SMOKY Tokens, equivalent to 500 USD, which corresponds to your current daily redemption limit.

Once this daily limit is reached, further withdrawals are temporarily unavailable until the limit resets. The message you saw ("Withdraw limit has been reached") is a standard system notification indicating that the maximum allowed amount has already been processed for the current 24-hour period.

You will be able to request a new withdrawal as soon as the limit refreshes. No action is required on your part - the system will update automatically.

If you experience any technical issues after the reset period, feel free to let us know and we will look into it immediately.

Best regards,

Smokace Casino Team

Yes, I made the withdrawal to see if it really was as straight as they said, to let this day pass and see the next day if everything is as straight as it always was until they blocked everything, whether in tokens or weekly withdrawals which now the maximum is 1500€ and 3000€ monthly, where it was 250k to withdraw tokens and it became 125k, I am fair and right, so I hope that smokace casino will be as well

Sim fiz o saque para ver se realmente estava direito como diziam, para deixar passar este dia e ver no dia seguinte se fica tudo direito como sempre esteve até me darem bloqueio em tudo, seja em tokens como levantamentos semanais q agora o máximo é 1500€ e 3000€ mensais, onde era 250k de retirada de tokens e passou a 125k, sou justo e direito, por isso espero que assim também o seja a smokace casino

Dear player, since Smoky tokens are part of a loyalty program, we do not consider them to be the same as funds deposited by the player. The casino gives loyalty points at their sole discretion as a gift, and we believe it is totally fair for them to apply any limits to such funds. Therefore, I would wait till the current applied limit ends so you can make the next withdrawal.

Hello Pavel,

Thank you for your reply. However, I would like to clarify a few important points:

I understand that Smoky tokens are part of a loyalty program, but many of the amounts I have accumulated were obtained not only by my direct activity on the platform, but also through active participation in the programs provided by the site itself, such as the token income system. These amounts have been converted to available balance, and as such should be considered legitimate funds, free from arbitrary blocks or unexpected restrictions.

What I find unfair about this situation is the following:

I was never previously informed that there would be such strict limits on balance withdrawals;

The limits of €1,500/week and €3,000/month were suddenly imposed after I had already accumulated a large amount;

Withdrawals were temporarily unblocked and blocked again, creating an unstable environment, as demonstrated by the screenshots I have already sent.

I would also like to raise a practical and important question:

If a user manages to accumulate, for example, €10,000 by participating in the features and programs offered by the site, how can they justify not being able to withdraw that amount in the normal way, and having to wait several months to receive it in full?

This kind of severe limitation imposed without transparency undermines user confidence and raises doubts about the clarity of the platform's rules and intentions.

I therefore reiterate my request for my case to be reviewed fairly, as the amounts accumulated are the result of a legitimate use of the options offered by the platform itself - and were not earned by a free offer or uninvolved promotional bonus.

I look forward to hearing from you.

Thank you

Olá Pavel,

Agradeço a sua resposta. No entanto, gostaria de esclarecer alguns pontos importantes:

Compreendo que os tokens Smoky façam parte de um programa de fidelidade, mas muitos dos valores que acumulei foram obtidos não apenas pela minha atividade direta na plataforma, mas também através da participação ativa nos programas disponibilizados pelo próprio site, como o sistema de rendimento dos tokens. Esses valores foram convertidos para saldo disponível, e como tal, devem ser considerados fundos legítimos, livres de bloqueios arbitrários ou restrições inesperadas.

O que considero injusto nesta situação é o seguinte:

Nunca fui previamente informado de que haveria limites tão rígidos ao levantamento de saldo;

Os limites de 1.500€/semana e 3.000€/mês foram impostos repentinamente, após eu já ter acumulado um montante elevado;

Os levantamentos foram temporariamente desbloqueados e bloqueados novamente, criando um ambiente instável, conforme demonstrado com os prints que já enviei.

Gostaria ainda de levantar uma questão prática e importante:

Se um utilizador conseguir acumular, por exemplo, 10.000€ participando nas funcionalidades e programas oferecidos pelo site, como se justifica que não possa levantar esse valor de forma normal, e que tenha de esperar vários meses para o receber integralmente?

Este tipo de limitação severa e imposta sem transparência compromete a confiança do utilizador e levanta dúvidas sobre a clareza das regras e intenções da plataforma.

Reitero, portanto, o pedido para que o meu caso seja revisto com justiça, pois os valores acumulados resultam de uma utilização legítima das opções oferecidas pela própria plataforma — e não foram ganhos por oferta gratuita ou bónus promocional sem envolvimento.

Fico a aguardar o vosso retorno.

Obrigados

Just to clarify, are limits of €1,500/week and €3,000/month applied to your real funds or to Smoky tokens?

Hi Pavel

Yes, that's exactly what's happening. Even if I win, for example, €5,000 playing with a real balance (not using Smoky tokens), the casino says I can only withdraw €1,500 per week and €3,000 per month - because those limits are being applied to the total balance, including real winnings.

To me, that's not fair, because real balance winnings have nothing to do with the loyalty program or the tokens. There should be a distinction between the two types of balance, and real money should not be blocked by these rules.

I'd appreciate it if you could help clarify or put pressure on the casino to respect this.

Thank you

Ola Pavel

Sim, é exatamente isso que está a acontecer. Mesmo que eu ganhe, por exemplo, 5.000€ jogando com saldo real (não usando tokens Smoky), o casino diz que só posso levantar 1.500€ por semana e 3.000€ por mês — porque esses limites estão a ser aplicados ao saldo total, incluindo os ganhos reais.

Para mim, isso não é justo, porque os ganhos com saldo real não têm nada a ver com o programa de fidelidade ou os tokens. Deveria haver distinção entre os dois tipos de saldo, e o dinheiro real não deveria ser bloqueado por essas regras.

Agradeço se puderem ajudar a esclarecer ou pressionar o casino a respeitar isso.

Obrigados

Hello Pavel

I would like to add one more update to my case:

➡️ The casino has now reduced the weekly withdrawal limit from €1,500 to just €1,000, without prior notice, without clear explanation and apparently arbitrarily.

This makes the situation even worse:

It is being applied indiscriminately to tokens and real balance;

This change has not been communicated transparently, which I consider dishonest;

In addition to the recurring balance blocking, it is impossible to access my funds in a fair and regular manner.

I reiterate that I demand a full withdrawal of my balance without abusive limitations and I would be grateful if this new reduction could be included in the analysis.

I'm sending you the screenshot of the second to last time I was blocked again and I'm sending you the proof of your reply and then 5 minutes later I see the block again.

Best regards,

Olá Pavel

Gostaria de acrescentar mais uma atualização ao meu caso:

➡️ O casino reduziu agora o limite de levantamento semanal de 1.500 € para apenas 1.000 €, sem aviso prévio, sem explicação clara e, aparentemente, de forma arbitrária.

Isto agrava ainda mais a situação, pois:

Está a ser aplicada indistintamente a tokens e a saldo real;

Esta alteração não foi comunicada de forma transparente, o que considero desonesto;

Juntando ao bloqueio recorrente de saldo, fica impossível aceder aos meus fundos de forma justa e regular.

Reforço que exijo o levantamento total do meu saldo sem limitações abusivas e agradeço que esta nova redução seja incluída na análise.

Juntamente envio o print que logo após de teres respondido a penúltima vez que me deram bloqueio de novo e junto envio os comprovativos da tua resposta e logo passado 5 minutos vejo o bloqueio novamente

Cumprimentos,

Smokace casino, I hereby refer to what they wrote to me, which is nothing more than a simple maneuver on their part where they say that it is already available, but it was only a maneuver to be well seen on the Casino Guru platform, because what they said was available, quickly ceased to be, seeing all the restrictions they made to me both in withdrawals of tokens and daily, weekly and monthly withdrawals.

From what they imply, they are maneuvering to make themselves look good here on this Casino Guru platform.

If I were to recommend this casino to anyone, my answer would be no, given all the blocks they put on people who play fair and all the limits they impose on both real and token balances.

Smokace casino, venho por este meio referir o que me escreveram, que não passa de uma simples manobra da sua parte onde dizem que já está disponível, mas só foi uma manobra para ficarem bem visto na plantaforma do Casino Guru, pois o que diziam que estava disponível, rápido deixou de estar, vendo as restrições todas que me fizeram seja em levantamentos de tokens como levantamento diário,semanal e mensal.

Pelo que dão a entender fazem manobras para ficarem bem vistos aqui nesta plantaforma do Casino Guru.

Se recomendo este casino a alguém, minha resposta será não vendo todos os bloqueios que fazem as pessoas que jogam limpo e todos os limites impostos seja em saldo real como saldo de tokens.

Dear Rafael365,

We would like to clarify the current status of your account and the applicable withdrawal limits.

First, we confirm that your withdrawal limits for real-money funds have not been changed. These limits remain as follows: 1000 EUR per day and 1500 EUR per week.

The daily limit is part of the standard weekly cap structure and has been in place consistently. Your withdrawal limits for real-money balance have not been reduced or changed at any point.

To further illustrate this, on 2025-07-29 at 04:39 UTC, you submitted a withdrawal request for 1000 EUR. This confirms that your daily limit has been fully utilized for the current 24-hour cycle. Any additional requests within this period would be naturally held until the limit resets.

Regarding SMOKY Token withdrawals via the TRUEPLAY Widget, the current daily limit remains at 125000 tokens per day, equivalent to 500 USD, with one withdrawal transaction allowed per 24-hour period. As stated in our Terms and Conditions (section 17), the token system is a component of our internal loyalty program. Within this program, withdrawal limits are set and adjusted at our discretion in order to maintain token balance and program stability.

We would also like to address your suggestion that the system was temporarily unblocked "just to appear compliant." All communications from our side reflect the actual system settings and withdrawal rules, which have remained unchanged. Any momentary availability you observed was a result of the system’s automated limit refresh cycle, not a manual override or temporary gesture.

That said, we emphasize that your access to previously accumulated tokens has not been revoked. You may continue to withdraw tokens within the stated limits, and your balance remains visible and accessible in the TRUEPLAY Widget.

Best regards,

Smokace Casino Team

Dear Smokace Casino Team, I have no questions regarding limits on Smoky tokens.

However, weekly limit of 1500 EUR is a new thing to us. There are only 1000 EUR limit per transaction, daily limit of 3000 EUR and monthly one of 20 000 EUR mentioned in terms. Have the weekly limit and lower daily limit been recently introduced?

Dear Pavel,

Thank you for your follow-up.

To clarify: we have not introduced any new withdrawal limits beyond what is already stated in our Terms. The figures of 1000 EUR per transaction and 3000 EUR per day remain applicable as general framework.

In some cases, including this one, withdrawals may be processed in a phased or staged manner, depending on a combination of technical capacity, internal checks, and account-level factors. This is not a change to withdrawal limits, but rather a standard part of our payment handling logic, which is covered under clause 6.16 of our Terms: The casino has the right to determine its own terms of payment and withdrawal of funds, as well as the maximum and minimum withdrawal amount for each procedure, which may vary depending on the withdrawal method, account status and activity and other possible factors affecting the withdrawal process.

We emphasize that the player retains full access to their funds, and no balance is being withheld or locked. Withdrawals are processed in line with our standard policies and in accordance with the account’s status.

Kind regards,

Smokace Casino Team

Smokace Casino Team, thank you for the explanation!

I, however, still do not understand fully on what basis €1000 per day and €1500 per week are applied. If it is, as you say, at your sole discretion to apply lower limits as a part of your payment handling logic, then it can be done to any user, thus, making these limits the general framework, and not those that are mentioned in terms, am I correct?

Thank you Pavel for your support

Obrigado Pavel pelo teu acompanhamento

Dear Pavel,

To avoid confusion: the 1000 EUR daily and 1500 EUR weekly thresholds in this case are not changes to the general limits stated in our Terms. They reflect the way this particular account's withdrawals are currently processed - through a phased payout structure, not a static cap.

This structure does not affect the player's right to withdraw funds in full. It's an operational mechanism we apply in some cases to manage withdrawal flows securely and consistently, particularly where both real-money and loyalty systems are involved.

Clause 6.16 of our Terms allows such handling based on account status, payment method, and other internal criteria. It ensures we can process payouts responsibly, without breaching platform stability or regulatory safeguards.

We don’t view this as a redefinition of general policy, nor is it something that’s applied arbitrarily. The player’s funds remain accessible and are being processed accordingly.

Kind regards,

Smokace Casino Team

Dear Pavel,

Thank you for Smokace's reply, but I still don't understand how this "phased payment" logic can be justified without any transparency, notice or clear basis in the Terms.

If clause 6.16 allows you to modify limits based on "internal criteria", then this means that any player can see their withdrawals limited without warning, even if they have a verified account and have not violated any rules. This creates enormous insecurity.

I repeat: I have proof of all the blocks, limits and cancellations, and I am ready to collaborate and provide everything necessary to clarify this situation and where I think it is very unfair for a player who has 6/7 thousand € to have to wait 2/3 months to make the full withdrawal

Best regards

Caro Pavel,

Agradeço pela resposta da Smokace, mas continuo sem entender como esta lógica de "pagamento em fases" pode ser justificada sem qualquer transparência, aviso prévio ou base clara nos Termos.

Se a cláusula 6.16 permite modificar limites com base em "critérios internos", então isso significa que qualquer jogador pode ver os seus levantamentos limitados sem aviso, mesmo tendo a conta verificada e sem violar regras. Isto cria uma enorme insegurança.

Volto a reforçar: tenho provas de todos os bloqueios, limites e cancelamentos, e estou pronto para colaborar e fornecer tudo o que for necessário para esclarecer esta situação e onde acho muito injusto um jogador q tenho 6/7 mil € ter de esperar 2/3 meses para fazer o levantamento total

Cumprimentos

Smokace Casino, we believe that, unless there is a serious reason behind it, no limits lower than ones stated in Terms can be applied. If clause 6.16 is used as you say it is, then it makes possible applying any limits to any withdrawals of any players, which leaves us with the only option of adding ones into the review of which we know by practice (through this complaint, for example). Applying lower withdrawal limits is not extremely unfair by itself, so the complaint will not be closed as unresolved as far as funds are paid out. However, weekly limit of 1500 EUR, when added to the review, is going to decrease Safety Index accordingly.

Dear Pavel,

We’d like to clarify that the current withdrawal setup for this account reflects how payouts are being handled overall, considering both the real balance and recent use of SMOKY Tokens. Since most withdrawals lately have come through the loyalty program rather than from deposited funds, the processing flow was adjusted to reflect that and to stay within available capacity across our payment channels.

This isn’t about restricting the player’s access to funds. It’s a way to manage withdrawals reliably and consistently, taking into account real-time limits on certain providers, risk filters, and internal payout rules.

Clause 6.16 gives us the operational flexibility to apply this approach in specific cases, especially when real-money and token systems are used in parallel. The player’s funds remain available and continue to be processed as normal, just under a phased structure.

Thanks for your understanding - we’re always open to reviewing how we communicate these mechanics more clearly going forward.

Best regards,

Smokace Casino Team

Hello Pavel

Here's my rant and the whole truth about this casino that's cheating everyone.

Smokace casino, your evil is not clause 6.16 clause, but the total abuse that you do to players, whoever they are, as I am truthful and do not walk in this world covering anyone's eyes, I would appreciate it if you would be sincere and tell the truth, because what you keep repeating about the clause is a pure lie, whatever money the player has to withdraw, you have put that on all players, if you want I can show you the evidence of more knowledge that I have of people who have won a prize of 2000€ and have this problem of withdrawing the money, because unfortunately if you are lucky enough to win a good prize in this casino you have to wait your whole life to withdraw it. Whether it's tokens or real money, I have proof of that.

Do you make normal payments? That's a lie, you only make payments on Tuesdays and Thursdays. Now don't go throwing sand in the eyes of those who see better than you, be fair and honest and tell the truth, but you know what's missing? For more of you to file a complaint and even stop playing because you wanted to see who was going to give you the money to win, do you know what would happen to you there with you can and do what you want? It would be closing the doors for your intelligence.

Ola Pavel

Aqui vai o meu desabafo e a verdade toda deste casino que anda a enganar toda a gente.

Smokace casino, o mal de vocês não é cláusula 6.16, mas sim o abuso total que vocês fazem a jogadores, sejam eles quem for, como sou verdadeiro e não ando neste mundo a tapar os olhos a ninguém, agradecia que focem sinceros que digam a verdade, pois o que estão sempre a repetir da cláusula é uma pura mentira, seja lá o dinheiro que for q o jogador tenha para levantar vocês puseram isso a todos os jogadores, se quiser posso expor aqui as provas de mais conhecimentos que eu tenho de pessoas que tiraram um premio de 2000€ e tem esse problema de sacar o dinheiro, pk infelizmente tem tiver a sorte de tirar um bom premio neste casino tem de esperar a sua vida toda para o levantar. Sejam eles tokens sejam ele dinheiro real porque tenho provas disso.

Se vocês fazem pagamento normais? Também passo a dizer pura mentira, vocês só fazem pagamentos as terças-feiras e as quinta-feira. Agora não venham deitar areia ao olhos a quem vê melhor que vocês, sejam justos e honestos e digam as verdades, mas sabe o que falta? Haver mais pessoas eu a apresentar queixa e até mesmo deixarem de jogar porque queria ver quem é que vos ia dar o dinheiro a ganhar, sabem o que vos ia acontecer lá com os vocês podem e fazem o que querem? Era fechar as portas pela vossa inteligência.

Just to confirm, is your whole balance only in Smoky tokens?

Hi Pavel

The daily limits, as smokace casino mentioned above in a post, are no longer true.

- from 1500€ per week to 1000€ per week.

- from 1000€ withdrawals to 500€

- from 3000€ per month to 2000€

- because this casino only makes payments twice a week, on TUESDAYS and THURSDAYS.

Where is the transparency of this casino?

Where is the credibility of this casino?

A casino that does what it wants and when it wants, and to make itself look good today it says one thing here on Casino Guru but tomorrow it does the opposite of what it said here.

Thank you

Ola Pavel

Os limites diários como a smokace casino referiu em cima numa publicação, deixou de ser verdade.

- de 1500€ semanais passou a 1000€ semanais.

- de 1000€ de levantamento passou a 500€

- de 3000€ mensais passou para 2000€

- pois este casino só faz pagamentos 2 vezes por semana, às TERÇA-FEIRA e QUINTAS-FEIRAS

Onde esta a transparência deste casino?

Onde está crebelilidade deste casino?

Um casino que faz o que quero e quando quer, e para ficar bem visto hoje diz uma coisa aqui no Casino Guru mas amanhã já faz o contrário do que disse aqui.

Obrigado

Hi Pavel

At the moment yes, but for that I had to play 3 times the total balance to pass it to real balance, but I have seen 1 friend of mine who took 2600 € and got the same restrictions, they claim what they want to be well seen, I think that to have the tokens there I had to play to win them and I did not play little, and not to mention the 14 million limit I had and I was left without them when they gave me the block without warning

Ola Pavel

Neste momento sim, mas para isso fui obrigado a jogar 3 vezes o total do saldo para o passar a saldo real, mas já vi 1 amigo meu que tirou 2600€ e ficou com as mesmas restrições, isso eles alegam o que querem para ficarem bem vistos, acho que para ter lá os tokens tive de jogar para os ganhar e não joguei pouco, e para não falar nos 14 milhões de limite que tinha e fiquei sem eles quando me deram o bloqueio sem aviso

Hello, I had a meeting with my colleagues regarding your case and we have arrived to a conclusion.

I will try my best to explain it to you. At first, I was confused by all limits and amounts mentioned, so I thought that there are low limits applied to your withdrawals derived from real money deposits. However, I noticed that the whole disputed amount is winnings in Smoky tokens. And this changes everything. As I have already mentioned, Smoky tokens are almost complimentary, they work as a typical loyalty program, which means that they are granted by the casino's sole discretion as a gift or a reward for actions which already have a chance of giving the player an advantage (deposits, bets etc.). Since they are not typical bonuses, but rather something which is given as an extra, an addition to usual bonus programs, we accept that casinos can impose almost any restrictions on such funds, unless they are outright unfair. This includes applying withdrawal limits on funds derived from Loyalty points as well, which means that we consider applying them in your case as fair as it can be.

However, there is one thing which we do not like - how right to restrict withdrawals is described in terms and conditions. It is not really unfair, but more of vague character, which makes it a little bit user-unfriendly. Therefore, we would like to request the casino to state at least minimum withdrawal limits (since they can vary) which can be applied to winnings from Smoky tokens. This would help to prevent such complaints as this one and would give players clearer information on how the Loyalty system works. I also must mention that if the change is not implemented, it may affect the way we will approach similar complaints in the future, if they appear, up to closing the complaint as unresolved.

All this does not mean that in this particular case the casino has behaved in any kind of unfair way, and they have the full right to apply the limit of 500 EUR per withdrawal and process such withdrawals twice a week as long as these transactions consist of Smoky tokens.

Pavel, it's your right to say what you think, but I don't think you understand very well, but I'll explain it to you again,

This isn't just being applied to tokens, it's been applied for a few months to all players, even to a loadout and to those who take out more than €1500.

As I've already mentioned, I have a friend who took out 2600€ and has the same block, but I'll respect it.

I'm sure of one thing, but I'll keep it to myself, because all you had to say to Pavel was that they can close the account and not pay anything, thank you for your reply.

To smokace casino, to all players who have followed this complaint, I as a right player, respectful of all terms, I leave here for everyone to open their eyes, this casino has imposed restrictions not only on tokens but on all winnings, be they even from a load.

And I also leave my opinion, a person loading 1 casino, where by some luck we draw a big prize, I say you are totally bound to withdraw that amount, so look for a casino where you offer stability, withdrawals of much higher values, because when it is for us to load us, for this casino everything is fine, but when things change in our favor with a good win, then you will see that not everything they say is true and I as a player make it very clear here, and I am sure that many of you who are following this report, know perfectly well that what I am saying is the truth.

When there is a clause 6.16 in a casino that doesn't even explain anything to anyone, they say what they want without it being permanently displayed for all to see, don't be fooled, this is abuse and total disrespect for all players, for those who give it a license it looks bad, and for those who recommend smokace as a good casino, it leaves the margin beyond what is desired, because those who don't hide anything have everything written in the terms and don't just write half terms and then make a clause that they use when they want and how they want.

Greetings to all players and open your eyes, because even the best player in that casino has stopped playing there.

Pavel está no teu direito de expores o que achas, mas acho que não estás a perceber muito bem, mas volto a explicar te bem,

Isto não estão a aplicar só a tokens, isto está aplicado há poucos meses a todos os jogadores, até mesmo a um carregamento e a quem tira mais do que 1500€.

Como já referi, tenho 1 amigo que tirou 2600€ e tem o mesmo bloqueio, mas vou respeitar.

Uma coisa terei a certeza mas vou guardar para mim, pois a ti Pavel só te faltou dizer que podem fechar a conta e não pagarem nada, agradeço a tua resposta.

A smokace casino, a todos os jogadores que tiverem a seguir esta denuncia, eu como jogador direito, respeitador a todos os termos, deixo aqui para que todos abram os olhos, este casino impôs restrições não só a tokens mas sim a todos os ganhos, seja eles até de um carregamento.

E também deixo a minha opinião, uma pessoa carregar 1 casino, onde por alguma sorte que tenhamos de tirar uma grande premio, digo vos estão totalmente ligados para levantar esse valor, por isso procures um casino onde vos ofereça estabilidade, saques de valores bem mais altos, porque quando é para nós carregar nos, para este casino está tudo bem, mas quando a coisa muda a nosso favor com uma boa vitória, aí iram ver, que nem tudo o que dizem é verdade e eu como jogador deixo aqui tudo bem claro, e de certeza que muitos de vocês que estão a seguir esta denuncia, sabem perfeitamente que é uma pura verdade o que estou a dizer.

Quando há num casino uma cláusula 6.16 que nem sequer explica nada a nimguem, dizem o que querem sem estar exporto permanentemente aos olhos de todos para que todos saibam, não se deixem enganar, isso é abuso e desrespeito total a todos os jogadores, a quem lhe dá uma licença fica mal visto, e a quem recomenda a smokace como bom casino, deixa a margem alem do desejado, pois quem não esconde nada tem tudo escrito nos termos e não só escreve meios termos e depois fazer uma cláusula q a usam quando querem e como querem

Cumprimentos a todos os jogadores e abram os olhos pk até o melhor jogador que esse casino tinha, até ele deixou de lá jogar

Dear Pavel,

We note Casino Guru’s conclusion on this case and appreciate the clarification provided in the thread. As confirmed, the current withdrawal structure for SMOKY Tokens is applied within the framework of our loyalty program and does not affect the player’s right to withdraw real-money winnings under the standard Terms.

We will review the suggestion to make minimum withdrawal limits for loyalty-derived funds explicitly stated in our Terms, to ensure players have clearer information in the future.

We would like to note that this thread concerns only the situation of the account holder involved in this complaint. Each case is reviewed individually, and drawing parallels with other players’ accounts would not reflect the full context of their circumstances.

All withdrawals from this account continue to be processed according to the applicable limits and schedule.

Best regards,

Smokace Casino Team

Smokace casino, since you are so full of crap that you can withdraw money here and there, then soon I will make a good load and I will call the limit and when I get 1 of a good mass, then I will come here for everyone to see the truth, the limits imposed and that do not let you withdraw the money only 1000 € at a time 1500 € per week and 3 thousand per month, if it is a real balance i want to see what they are going to say later in front of casino guru and everyone who is watching this, smokace casino is promised and then i will demand full payment because it is a real balance and if i deposited if i win i want payment of the same winnings

Regards, you can close this complaint so that we can open a new one soon and show everyone that this is not what they are saying here.

Smokace casino, já que estão aí com tanta treta que podem sacar o dinheiro na boa isto e aqui, então breve irei fazer um bom carregamento e irei ligar no limite e quando pegar 1 de uma boa massa, aí eu venho expor aqui para toda a gente ver a verdade, os limites impostos e que não deixam levantar o dinheiro só 1000€ de cada vez 1500€ por semana e 3 mil por mês, se é saldo real quero ver o que vão dizer depois em frente ao casino guru e a todos que estão a ver isto, fica prometido smokace casino e aí sim irei exigir o pagamento total porque é saldo real e se depositei se ganhar quero o pagamento do mesmo ganho

Cumprimentos podes dar como encerrada este denuncia para em breve abrir a nova e mostrar a toda a gente que não é o q eles estam aqui a dizer

Dear player, two things I would like to mention:

1. If your friend has low withdrawal limits applied on their real funds, they can lodge a complaint here and we will take a look at it.
2. You have mentioned that you want us to close the complaint. Do you not want us to hold it open until you receive all your funds?

Hello Pavel

Until I receive my funds, leave the complaint open

Best regards

Ola Pavel

Até receber os meus fundos, deixa a queixa em aberto

Cumprimentos

All right, I will set the timer for 14 more days, and then will check with the player on how much will have been withdrawn.

Hello Pavel,

I hereby request your immediate intervention in my case with Smokace Casino.

Despite having my documents verified and the account approved, the casino is creating unjustified obstacles to pay me my funds. First they reduced the withdrawal limit from €1,000 per day to €500, and now, in addition to constant delays (payments only on Tuesdays and Thursdays), I'm having trouble accessing the account, even using the correct email and password.

I'm sure that my data is correct, and they say that my email or password is incorrect, and it's not because it's my right email and my right password

I look forward to your response and support in resolving this problem quickly.

Best regards

Olá Pavel,

Venho por este meio solicitar a sua intervenção imediata no meu caso com o Smokace Casino.

Apesar de já ter os meus documentos verificados e a conta aprovada, o casino está a criar entraves injustificados para me pagar os meus fundos. Primeiro reduziram o limite de levantamento de 1.000 € por dia para 500 €, e agora, além de atrasos constantes (pagamentos apenas às terças e quintas), estou com dificuldades de acesso à conta, mesmo usando o e-mail e palavra-passe corretos.

Tenho a certeza que os meus dados estão corretos, e dizem que emeil ou pass está incorreta, e não está porque é o meu emeil certo, e a minha pass certa

Aguardo a sua resposta e apoio para resolver este problema de forma célere.

Cumprimentos

Dear Rafael365,

We have reviewed your account and can confirm that there have been no changes to your login details or any restrictions placed on your access. The unsuccessful login attempts you experienced were due to incorrect credentials being entered. Our records also show that you successfully accessed your account shortly after posting your last message here.

If you encounter any login difficulties in the future, please use the "Forgot Password" option or contact our support team for assistance.

Best regards,

Smokace Casino Team

Dear Rafael365, can you tell us how much is left in your account for you to withdraw?

Good morning Pavel

I have 600 and a few euros left, but for 2 weeks now I can no longer withdraw, I have reached the monthly limit of € 2,000, it used to be € 3,000 a month.

Boas Pavel

Faltam 600 e poucos euros, mas já ha 2 semanas que não posso retirar mais atingi o limite mensal de 2 mil €, dantes era 3 mil € mensais

Rafael365, please, let me know if there will be a progress on your new withdrawals since the new month has began.

Hello tavel

You can withdraw the same amount as before

Ola tavel

Da para levantar o mesmo valor que estava imposta antes

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rafael365,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel