Smokace Casino - Das Konto des Spielers wurde wegen Spielsucht gesperrt.

Hello, my account was banned for "game addiction" according to what the system informs me when I try to log in with my user, I contacted the live chat and it says to send email, send email and they did not answer me at the moment, I was playing several days, I funded $4,000 ARS, I won $148,680, of which I bet about $10,000, then I funded $7,000 more to get bonuses, which I couldn't use, I bet again about $6,000 and withdrew my funds, the next day my account was blocked. I want my funds.

The only thing they gain from this is that people resort to physical casinos, because in this way our funds are always at risk, since they block your account and then they don't give you an answer, they play with people.

I expect an immediate solution.

Hola, me banearon mi cuenta por "adicción al juego" segun me informa el sistema cuando intento iniciar sesión con mi usuario, me comunique al chat en vivo y dice que envie email, envíe mail y no me dieron respuesta al momento, estuve jugando varíos días, fondie $4.000 ARS, gané $148.680, de los cuales aposte unos $10.000, luego fondíe $7000 más para que me den bonos, los cuiales no pude usar, aposte nuevamente unos $6000 y retire mis fondos, al día siguiente mi cuenta se encontraba bloqueada. Quiero mis fondos.

Lo unico que ganan con esto es que la gente recurra a casinos fisicos, d´ébido a que de esta manera nuestros fondos siempre corren riesgos, ya que te bloquean la cuenta y luego no te dan respuesta, juegan con la gente.

Espero una solución inmediata.

Dear silvaalan1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask a few questions to make sure I understand the situation properly.

Have you requested to be self-excluded from this particular casino?

Have you requested to be self-excluded from any other casino belonging to the same operator (Altacore N.V.)?

Could you please advise when exactly have you sent an email to customer support about closing your account?

Could you please confirm if you passed the KYC verification?

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

Best regards

Veronika

Hello Veronica,

At no time did I ask to exclude myself, neither in this casino nor in any other, that's why I don't quite understand why they block my account... I simply need to withdraw my funds.

I sent the email on 6/26/2023 in the morning and I still haven't received a response.

The KYC verification passes successfully.

Hola Verónica,

En ningún momento pedí autoexcluirme, ni en este casino ni en ningún otro, por eso no termino de entender porque me bloquean la cuenta... simplemente necesito retirar mis fondos.

El correo electronico lo envíe el 26/6/2023 por la mañana y a´ún no recibo respuesta.

La verificación KYC la pase correctamente.

Hello, at the moment I did not receive an answer or my funds.

Hola, al momento no recibí una respuesta ni mis fondos.

Before we move forward with your case, could you please send any proof or conversation with the casino related to this issue to veronika.l@casino.guru? Thank you.

Hello, here I am attaching the last message from smokace support, they had correctly verified my identity and address. Then I loaded some more balance in my account, I played about $10,000 and then I made the withdrawal. The next day I entered and I already had my account blocked. At the moment I do not have my money or any solution.

Hola, aquí adjunto el último mensaje del soporte de smokace, me habían verificado correctamente la identidad y domicilio. Luego cargue algo más de saldo en mi cuenta, jugué unos $10000 y luego hice el retiro de dinero. Al otro dia entre y ya tenía mi cuenta bloqueada. Al momento no tengo mi dinero ni ninguna solución.

Sorry here I attach the image

Perdón aquí adjunto la imagen

Thank you very much, silvaalan1993, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Excellent, I look forward to news. Thank you!

Excelente, espero novedades. Gracias!

Hi silvaalan1993,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Smokace Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello Smokace Casino Risk Department,

What I am seeing is that they are looking for excuses to keep my funds, they are talking about money laundering! I put less than $20,000 and I won $148,600, I don't really make sense of it, I invite you to return my funds to Astropay. It is inexplicable how they can operate in this way, I feel totally cheated, they say they consider them "lost balance", is this real? It is not lost at all, that balance is in their accounts, they do it under our noses.

I ask you again, Send my funds to the astropay wallet.

Hola Departamento de Riesgos de Smokace Casino,

Lo que estoy viendo, es que están buscando excusas para quedarse con mis fondos, de lavado de dinero me hablan! Puse menos de $20.000 y gané $148.600, no le encuentro sentido realmente, los invito a devolverme mis fondos a Astropay. Es inexplicable como pueden operar de esta manera, me siento totalmente estafados, dicen que los consideran "saldo perdido", es real esto ? no esta para nada perdido, ese saldo esta en sus cuentas, lo hacen en nuestras narices.

Les vuelvo a solicitar, Envíen mis fondos a la billetera de astropay.

Dear silvaalan1993,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As mentioned above, you knowingly carried out all the actions to launder funds. The casino acted correctly and within its terms and conditions.

However, do not hesitate to contact us in the future, if you run into any issues with this or 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 for your cooperation.

Best regards,

Tomas