Smokace Casino - Os ganhos do jogador foram confiscados.

I deposited 25 euros to take advantage of a deposit bonus and I rolled without any issue, but I was unable to make any profit. I then tried again, making another deposit of 25 euros and availing of another deposit bonus. This time I successfully completed the wager and ended up with 241 euros. After sending in all the required documents and getting my account "verified", I attempted to withdraw my profit. But then the casino blocked me and the support team informed me that I had used tactics just to gain more profit. The only thing that I did was to spin two slots at the same time, something that's commonly done. I decided to play at this casino after seeing a partnered streamer advertising it, and he spins multiple slots at the same time without any consequences. I find this to be unfair and I made sure to read the terms and conditions and I did not understand from it at all that my actions were causing harm to the casino. I am absolutely certain that I have not done anything wrong.

Depositei 25 euros para aproveitar um bónus de depósito e rodei sem nenhum problema, não consegui ter lucro. Tentei uma outra vez, depositei novamente 25 euros e aproveitei outro bónus depósito, desta vez concluí com sucesso o wager e fiquei com 241 euros. Após enviar todos os documentos e de ter a minha conta "verificada" tentei levantar o lucro, foi então que o casino me bloqueou e após tentar entrar em contacto com o suporte informaram-me que utilizei táticas de forma a obter mais lucro, sendo que eu apenas rodei duas slots ao mesmo tempo, algo normal. Entrei neste casino após ter visto um streamer parceiro a publicitar o mesmo e o p´róprio roda várias slots ao mesmo tempo sem qualquer tipo de consequência. Acho injusto e certifiquei-me que li os termos e condições e de maneira nenhuma fiquei a entender que as minhas práticas foram prejudiciais ao casino. Tenho a certeza absoluta que não fiz nada de errado.

Hello DudsSplash,

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

Could you please advise since when is your account fully verified? When was the last time you spoke to the casino and what was it about? Did the casino specifically mention which rule did you breach? Did they refund your deposited money?

Looking forward to your answer.

Regards,

Nick

1) It was completely verified before making the withdrawal

2) I spoke to the casino on the day of withdrawal because the address verification document was not correct, I sent 3 documents (2 issued by 2 different banks, and a letter) until it was validated. The next day when I went to the website to check the withdrawal, the account was blocked

3) The casino accused me of using tactics such as running two slots at the same time and bonus hunting, and I joined this casino following a referral from a streamer who does exactly the same thing as me without any consequences. They specifically mentioned in the email that the rules I violated were running two slots and postponing bonus hunts.

4) they did not return the money deposited, nor did they validate the withdrawal that had already been made. I had already made a previous deposit and ran 2 slots at the same time and they didn't block my account, they just blocked it when I tried to withdraw the amount in dispute claiming "fraud"

1) Foi completamente verificada antes de fazer o levantamento

2) Falei com o casino no dia do levantamento porque o documento de verificação de morada não estava certo, enviei 3 documentos (2 emitidos por 2 bancos diferentes, e uma carta) até que foi validado. No dia seguinte quando vou ao site verificar o levantamento, a conta estava bloqueada

3) O casino acusou-me de usar táticas como rodar duas slots ao mesmo tempo e bonus hunt, sendo que eu entrei neste casino por referência de um streamer que faz exatamente o mesmo que eu sem qualquer consequência. Mencionaram especificamente no email que as regras que eu transgredi foram rodar duas slots e adiar aberturas de bonus (bonus hunt)

4) não devolveram o dinheiro depositado, nem validaram o levantamento que já tinha sido feito. Já tinha feito um depósito anterior e rodei 2 slots ao mesmo tempo e não me bloquearam a conta, apenas bloquearam quando tentei levantar o montante em disputa alegando "fraude"

Hello DudsSplash,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Here

Thank you DudsSplash for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello DudsSplash,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Smokace Casino to join the conversation and participate in the resolution of this complaint.

Dear Smokace Casino,

Can you please confirm if the issue was caused by running two slots simultaneously or by following a "delaying game rounds" strategy as mentioned in the email to the player?

Thank you.

Kind regards,

Tomas

Casino.Guru

Dear Tomas,

We inform you that the user's account was closed due to the postponement of rounds with an active bonus balance, of which the player was informed 2023-12-07 12:17:39 UTC+0.

We also inform you that we have sent detailed information about the player’s violation of casino rules to your email address tomas.k@casino.guru

We ask you to familiarize yourself with the information provided.

Thank you in advance!

Sincerely,

Risk department of Smokace Casino.

Dear DudsSplash,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions, specifically: "Delaying any game round on any game, including free spins features and bonus features, until a later time when you no longer have wagering requirements and/or make new deposit(s), while the free spins features or Bonus features still available in the game are prohibited."

The casino acted correctly and within its terms and conditions.

Sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Smokace Casino, for providing information and your cooperation.

Best regards,

Tomas

Casino.Guru