Smokace Casino - A conta do jogador foi encerrada sem explicação.

The only problem here is that I am trying to understand why my account was closed at this casino even though I always complied with all the rules. The live chat doesn't clarify my doubts and the email doesn't inform me of the reason. The incompetence of this casino is so great that if they don't reopen my account, I want all my information deleted.

Então, o único problema aqui é eu tentar perceber o porque de eu ter a conta fechada neste casino sendo que cumpri sempre com as normas todas. O chat ao vivo não me tira dúvidas e o email não me informa o motivo. É tamanha incompetência deste casino que se não me reabrirem a conta quero as informações todas eliminadas

Hello Atanasio,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do you have any real money balance left on your account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick, good afternoon. So, the account had been verified successfully. I sent the necessary documents and everything was fine. I believe I have had the account created since July 1st. I made two deposits of 250 euros and withdrew 3000 euros. Everything was fine, I didn't use any of the available bonuses or anything like that. The only time I contacted support was because every time I raised money, in the "withdrawal" section the value did not update, remaining stuck at 3000. So I contacted support to let them know what happened as it could be a casino bug. I asked the casino for proof, they didn't provide me with anything and Live Support, instead of giving me a credible answer, just said "send an email to the risk department". I was really enjoying this casino. It is therefore impossible to maintain a good relationship and I believe that even if this is resolved I have my doubts about credibility with the player.

Olá Nick boa tarde. Então, a conta sim tinha sido verificada com sucesso. Enviei os documentos necessários e tudo direitinho. Creio que tenho a conta criada desde dia 1 de julho. Realisei dois depósitos de 250 euros e retirei 3000 euros. Tudo direitinho não usei nenhum dos bónus disponiveis nem nada do género. A única vez que entrei em contacto com o suporte foi pelo facto de cada vez que levantava dinheiro, na secção "saque" o valor não atualizava ficando parado nos 3000. Então entrei em contacto com o suporte para avisar sobre o ocorrido pois podia ser um bug do casino. Pedi provas ao casino não me forneceram nada e o Suporte ao Vivo em vez de me dar uma resposta credível apenas dizem "envie email para o departamento de risco". Eu estava a gostar bastante deste casino. Assim é impossivel manter uma boa relação e creio que mesmo que isto fique resolvido tenho as minhas dúvidas sobre a crediblidade com o jogador.

Do you have any real money balance left on your account?

No. Everything was withdrawn to the account via bank transfer.

Não. Foi tudo levantado para a conta via transferência bancária.

Hello Atanasio,

Unless you had any balance on your account, the casino can close it without any reason given and nobody can force them to do otherwise.

Is there anything else we could assist you with?

Good shit then. Therefore, they do what they want and feel like doing. If you can't help, I don't need anything else.

Boa merda então. Sendo assim fazem o que querem e bem lhes apetece. Se não podem ajudar não preciso mais nada.

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 any issues with this or any other casino in the future.

Hello Atanasio,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I don't care about the nickname, close this complaint and I'll shit in the smokace casino.

Eu não quero saber do nick, fechem esta reclamação me cago no casino da smokace