Smokace Casino - Die Anfragen des Spielers nach einer Abkühlungsphase werden ignoriert; er verlangt die Rückerstattung der Verluste.

Hello,

I have spent some time at this casino and, after incurring significant losses, repeatedly requested that my VIP management account be put on a cool-off phase. Unfortunately, my request was ignored in seven different emails. Instead, I was repeatedly suggested to use a bonus, rather than addressing my concern.

My total stake has now exceeded €10,000. When I finally managed to win a small amount of €8,000 and requested a withdrawal, I was informed that the maximum withdrawal limit per day is €1,000. This contradicts the information on the website and here at Guru, where a daily limit of €3,000 is displayed.

Additionally, I have continued to gamble away my remaining money and would like to file a formal complaint. It is unacceptable that a player who has contacted support multiple times requesting account closure is ignored. Instead, players continue to be lured with bonuses, which only promotes gambling addiction.

I demand the immediate refund of all my losses. It is not acceptable to constantly entice a player to continue gambling, especially after they have decided to quit. I have kept all the emails as proof where I repeatedly asked VIP management to close my account. Unfortunately, none of these requests were addressed.

I expect a prompt response and resolution to this matter.

Kind regards,

Salar

Hallo,

ich habe einige Zeit in diesem Casino verbracht und habe nach höheren Verlusten mehrmals darum gebeten, dass mein VIP-Management-Konto auf eine Coolig-off Phase umgestellt wird. Leider wurde meine Anfrage in sieben E-Mails immer wieder ignoriert. Stattdessen wurde mir immer wieder vorgeschlagen, einen Bonus zu nutzen, anstatt auf mein Anliegen einzugehen.

Mein Einsatz hat inzwischen über 10.000 € erreicht. Als ich schließlich einen kleinen Gewinn von 8.000 € erzielen konnte und eine Auszahlung beantragen wollte, wurde mir mitgeteilt, dass das maximale Auszahlungslimit pro Tag bei 1.000 € liegt. Dies steht im Widerspruch zu den Angaben auf der Website und hier bei Guru wo ein Tageslimit von 3.000 € angezeigt wird. 

Darüber hinaus habe ich mein restliches Geld weiter verspielt und möchte hiermit eine formelle Beschwerde einreichen. Es ist inakzeptabel, dass ein Spieler, der mehrmals den Support kontaktiert und um eine sperrung des Kontos bittet, ignoriert wird. Stattdessen wird man weiterhin mit Boni gelockt, was die Spielsucht nur fördert.

Ich fordere die umgehende Rückerstattung all meiner Verluste. Es ist nicht akzeptabel, einen Spieler ständig dazu zu verleiten, weiterzuspielen, obwohl er sich entschieden hat, das Glücksspiel zu beenden. Ich habe sämtliche E-Mails als Nachweis aufbewahrt, in denen ich das VIP-Management mehrfach gebeten habe, mein Konto zu sperren. Leider wurde auf diese Anfrage nicht eingegangen.

Ich erwarte eine zeitnahe Antwort und Klärung dieser Angelegenheit.

Mit freundlichen Grüßen,

Salar

Dear salarghiassi,

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

I checked the casino's t&c and found these withdrawal limits:

- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

per transaction: €1000 (or equals)

in 24 hours: €3000 (or equals)

per month: €50000 (or equals)

Please allow me to ask

• Do I understand correctly you were informed by the casino about different withdrawal limits? Could you please provide proof in any form?
• Could you please share your communication with the casino regarding the application of responsible gambling tools to your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance.

Best regards,

Tomas

Hello Thomas,

Yes, that's right, the casino told me that I can only withdraw €1,000 a day.

I have sent you all the evidence by email.

VG,

Salar

Hallo Tomas,

ja richtig mir wurde von Casino mitgeteilt das ich nur 1.000€ am Tag abgeben kann.

ich habe dir alle Nachweise per Mail zukommen lassen.

VG,

Salar

Thanks for your email salarghiassi.

I checked the information presented and unfortunately, we don't see a valid reason for a refund, despite contradictory information present between the casino's rules and information provided to you by the personal manager.

If you haven't informed the casino about a gambling problem and requested a self-exclusion for this reason you are still responsible for any deposits and gameplay taking place in the casino. If you wish to be protected, I would recommend you request self-exclusion from any online casino where you currently have an open account.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Smokace support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx ( due to gambling problems / unrelated to any gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support or your personal manager (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance for your reply. If any other circumstances would support your case, please provide them here.

Dear salarghiassi,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.