Smokace Casino - A retirada do jogador está bloqueada.

I deposited 20 EUR at Smokace without accepting any bonuses. I only played once with a few cents (0.40 EUR), and then I wanted to withdraw the money because I decided not to continue playing.

However, when I tried to withdraw the balance, the casino blocked the withdrawal and informed me that I had to wager three times the deposited amount (i.e., 60 EUR) before being able to withdraw, even though I did not accept any bonus and this condition was never clearly communicated.

This "rollover" rule wasn't displayed during the deposit process or in any visible message. If I had known my own money would be locked up by this condition, **I would never have made the deposit**.

I contacted support several times, but they responded with automated messages and then stopped responding completely, both in chat and by email. Now I have €19.60 stuck in my account with nothing I can do about it.

I consider this to be a deceptive and unethical practice, as they are applying restrictive conditions on my own money without properly informing me.

Please help me get my EUR 19.60 refunded and my account closed. I have screenshots of the balance, the message about the 3x rule, the withdrawal attempt, and communications with support.

Thank you for your time.

Deposite 20 EUR en Smokace sin aceptar ningún bono. Solo jugué una vez con unos pocos céntimos (0,40 EUR), y después quise retirar el dinero porque decidí no seguir jugando.

Sin embargo, al intentar retirar el saldo, el casino bloqueó el retiro y me informó que debía apostar tres veces el monto depositado (es decir, 60 EUR) antes de poder retirar, aunque yo no acepté ningún bono y esta condición nunca fue claramente informada.

Esta regla del "rollover" no se mostró durante el proceso de depósito ni en ningún mensaje visible. Si hubiera sabido que mi propio dinero estaría bloqueado por esa condición, **jamás habría hecho el depósito**.

Contacté con el soporte varias veces, pero me respondieron con mensajes automáticos y luego dejaron de contestarme por completo, tanto en el chat como por correo electrónico. Ahora tengo 19,60 EUR atrapados en mi cuenta sin poder hacer nada con ellos.

Considero que esto es una práctica engañosa y poco ética, ya que están aplicando condiciones restrictivas sobre mi propio dinero sin haberme informado adecuadamente.

Solicito por favor su ayuda para que me devuelvan los 19,60 EUR y cierren mi cuenta. Tengo capturas de pantalla del saldo, del mensaje con la regla del 3x, del intento de retiro, y de las comunicaciones con soporte.

Gracias por su atención.

Hello,

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

I have checked terms and conditions, and this is what I found: https://smokace210.co/pt/page/terms-and-conditions

6.5. We have the right to refuse withdrawal if the total bet amount is less than the amount of the last deposit. You have to turn over the initial deposit at least three times before being able to withdraw.

It means that if you have deposited €20, you need to place bets in the amount of €60 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Mandatory deposit wagering can range from 1x to 5x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend following the recommendations of the casino and wagering the deposited funds.

Please let us know if this information was helpful. Looking forward to hearing from you.

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.

Dear Sofia18,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru