Smokace Casino - La cuenta del jugador fue bloqueada.

Good Evening, I want to claim a scam from SMOKACE casino. They kept my money and blocked my account, first citing "a gambling addiction" and later money laundering. Both accusations being unfounded and created just to keep my winnings.

For about a month or a month and a half I have been depositing and playing in the casino without problems (after having passed the verification of it). In the course of this time I will have lost approximately a total of 10 deposits, in which the casino never made notice or accusations of anything (of course they were winning). I have recently made profits and withdrawn 2 times, but in the last one they arbitrarily decided not to send me the withdrawal.

I clarify from now on that no casino rule was broken. I have played a wide variety of games (slots, blackjack, roulette, etc). All the deposits were made from my astropay wallet and the withdrawals were all made to a cryptocurrency wallet also in my name, since they do not have the withdrawal option through the means in which I deposit.

I attach the images with the corresponding evidence.

I hope for a quick solution.

Buenas Noche, quiero reclamar una estafa del casino SMOKACE. Se quedaron con mi dinero y me bloquearon la cuenta aludiendo primero "una adicción al juego" y posteriormente lavado de dinero. Siendo ambas acusaciones infundadas y creadas solo para quedarse con mis ganancias.

Desde hace aproximadamente un mes o mes y medio vengo depositando y jugando en el casino sin problemas (previo haber pasado la verificación del mismo). En el transcurso de este tiempo habré perdido aproximadamente un total de 10 depósitos, en los cuales el casino nunca hizo aviso ni acusaciones de nada (claro iban ganando ellos). Recientemente he tenido ganancias y retirado en 2 oportunidades, pero en esta última decidieron arbitrariamente no enviarme el retiro.

Aclaro desde ya que, ninguna norma del casino fue incumplida. He jugado gran variedad de juegos (máquinas, blackjack, ruleta, etc). Tdos los depósitos fueron realizados desde mi billetera de astropay y los retiros fueron todos realizados a una billetera de criptomonedas también a mi nombre, ya que no poseen la opción de retiro por el medio en el que deposite.

Adjunto las imágenes con las pruebas correspondientes.

Espero una pronta solución.

Dear Fede3223,

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

Could you please confirm that you passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

When was the last time you spoke with the casino and what was it about?

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

Best regards

Veronika

Good afternoon.

If it passed the verification and I have had successful withdrawals from the casino.

The last message with the casino was on 07/03. Documentation attached.

Buenas tardes.

Si pase la verificación y he tenido retiros exitosos del casino.

El último mensaje con el casino fue el día 03/07. Adjunto documentación.

Thank you very much, Fede3223, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fede3223,

I'm Michal and I have taken over your complaint. I have reviewed your case and can you please confirm if you have funded your casino account exclusively with Astropay only? I will contact the casino to shed more light on this matter.

We would like to invite Smokace Casino to join the conversation.

Dear Smokace Casino,

Please forward me the evidence of the supposed money laundering of the player to michal.k@casino.guru

Hello! Yes, with money in my account, load easily and quickly with my astro, on one occasion I had to make a deposit with usdt since the casino does not have the option of withdrawal by astropay and to withdraw by another means I had to deposit to enable it.

Hola! si,con dinero en cuenta cargue facil y rapido con mi astro, en una de las ocasiones tuve que hacer un depósito con usdt dado que el casino no tiene la opción de retiro por astropay y para retirar por otro medio tenía que depositar para habilitarlo.

Dear Michal,

We have reviewed in detail the complaint of player PLAYER966037 (federicovillegas13@gmail.com) .

Here are the details of the player's account

1) The player deposited 2023-06-28 his account from the prepaid card (60000ARS) .

On 2023-06-29, player PLAYER966037 made a withdrawal request for 94000ARS.

On 2023-06-29, additional verification was initiated on player PLAYER966037 account based on suspicious activity in the player's account.

The additional verification was initiated in accordance with the paragraph of the rule:

2.4.1 The Finance Department may delay processing a withdrawal request due to additional verification.

Risk Department 2023-06-29 having studied the entire betting history of the player PLAYER966037, it was found the following:

According to our casino regulations, a customer must make x3 of the deposit amount to be able to withdraw funds.

1) The deposit of player PLAYER966037 was wagered in the game Crazy Coin Flip/Crazy Time with a maximum bet refund. (Actions were performed intentionally to make the deposit turnover x3 according to the rules), with the difference in bets and losses or winnings did not exceed 10-15% of the client's balance, and more than 90% of the total amount of client bets were made in this way.

2) The player PLAYER966037 made a deposit with a prepaid card and requested a withdrawal to the USDT wallet. 

We have every reason to assert a violation of AML policy, which grossly violates the regulations of the project.

On the basis of these data, the Risk Department of the casino decided that the player purposefully carried out all actions to launder funds.

According to the rules of our casino:

11. Casino reserves the right to monitor all transactions with a view to prevent money laundering. Furthermore, Casino reserves the right to examine with special attention, and to the extent possible, the background and purpose of any complex or large transactions and any transactions which are particularly likely, by their nature, to be related to money laundering.

Betting activity will be monitored for irregular patterns.

On 2023-06-29 player account PLAYER966037 was closed without the right of opening and the balance was canceled due to a violation of our casino rules according to the paragraph of the rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities or breaching of the Terms of Use, which has damaged us or any other third party, the balance of Your Account will be non-refundable and deemed to be forfeited.

2023-06-29 A email with detailed information about the reason for the account closing was sent to the player on his e-mail federicovillegas13@gmail.com.

As you can see all actions in relation to the player's account were performed strictly within the rules of our casino, which are publicly available and do not hide from anyone.

Best regards.

Smokace Casino Risk Department.

Good morning.

Starting by parts to be clear from your answer:

"On 2023-06-29, additional verification was initiated on player account PLAYER966037 based on suspicious activity on player account"

The casino notified after analyzing that the withdrawal had been transferred. It is worth mentioning that "suspicious activity" was labeled for having won and only after a minimum of ten previous deposits.

"Player PLAYER966037's deposit was wagered on the Crazy Coin Flip/Crazy Time game with a maximum refund of 10-15% of the client's balance"

Among other things. The deposit was wagered on various slots (if I could access my account cite by history), roulette, sic bo dice, poker etc. Responding to 10%-15% games have a minimum bet. The percentage with the minimum deposit in relation is lower, so playing is allowed by the same casino. Otherwise, the obligation to be more and not correct the parameters is to fall into a trap and be accused as now that they use it to keep my money.

"player PLAYER966037 made a deposit with a prepaid card and requested a withdrawal to USDT wallet."

Clearly as I mentioned it has very easy ways to deposit like astropay. When withdrawing, it offers other options that would not be the most comfortable.

For example, if you know of wallets to buy cryptocurrencies, the step is cumbersome: buy the currency with money in a bank account, wait for it to be released and/or credited by the broker, and then make the deposit in the casino and wait for it to be enabled. It is a much more tedious process than if I can transfer it directly with ARS, as is the case with astropay (a method that they provide to be able to deposit and not to withdraw). It should be noted that the astropay account is duly opened in my name, so there is a record of all deposits made.

Based on these data, as you saw, SMOKACE says words at convenience and not the whole picture.

"The Casino reserves the right to monitor all transactions."." that are publicly available and are not hidden from anyone." I did not see any, they did not send.

The email I received, AFTER my claim regarding the delay in accreditation of the withdrawal, was to tell me that they had the right to close the account for doing something that I did not do. After that the discussion was over.

I have attached some of the occasions that I was able to enjoy a victory and I have shared the joy with my partner.

Oh, and I correct the amount claimed, which was 94,000.00 ARS. Thanks SMOKACE for reminding me

I remain available.

Buenos días.

Empezando por partes para ser claro de su respuesta:

"El 2023-06-29, se inició una verificación adicional en la cuenta del jugador PLAYER966037 basada en actividad sospechosa en la cuenta del jugador"

El casino notificó luego de haber analizado que el retiro había sido transferido. Cabe mencionar que "actividad sospechosa" etiquetaron por haber ganado y solo luego de mínimo de diez depósitos previos.

"El depósito del jugador PLAYER966037 se apostó en el juego Crazy Coin Flip/Crazy Time con un reembolso máximo de la 10-15 % del saldo del cliente"

Entre otras cosas. El depósito se apostó en varias máquinas tragamonedas (si pudiera acceder a mi cuenta citaria por historial), ruleta, sic bo dice, poker, etc. Respondiendo al 10%-15% los juegos tienen un mínimo de apuesta. El porcentaje con el depósito mínimo en relación es menor, por lo que jugar está permitido por el mismo casino. De lo contrario la obligación a ser más y no corregir los parámetros son para caer en una trampa y ser acusado como ahora que lo utilizan para quedarse con mi dinero.

 "jugador PLAYER966037 hizo un depósito con una tarjeta prepaga y solicitó un retiro a la billetera USDT."

Claramente como mencioné tiene formas muy fáciles de depositar como astropay. A la hora de retirar brinda otras opciones que no serían las más cómodas.

Por ejemplo, si conoce de billeteras para comprar criptomonedas, el paso es engorroso: comprar la moneda con dinero en una cuenta bancaria, esperar a que la misma sea liberada y/o acreditada por el broker, para después hacer el depósito en el casino y esperar a que se habilite. Es un proceso mucho más tedioso que si puedo con ARS transferirlo directo, cómo es el caso de astropay (método que ellos brindan para poder depositar y no así para retirar). Cabe aclarar que la cuenta de astropay se encuentra debidamente abierta a mí nombre por lo que hay un registro de todos los depósitos realizados.

Sobre la base de estos datos como vieron SMOKACE dice palabras a conveniencia y no el total del panorama.

"El Casino se reserva el derecho de monitorear todas las transacciones".." que están disponibles públicamente y no se ocultan de nadie." No vi ninguna, no enviaron.

El correo que recibí, POSTERIOR a un reclamo mío ante la demora de acreditación del retiro, fue para decirme que tenían derecho a cerrar la cuenta por hacer algo que no hice. Luego de eso se daba por terminada la discusión.

Adjunto algunas de las ocasiones que pude disfrutar de un triunfo y he compartido la alegría con mi pareja.

Ah, y corrijo el monto reclamado que fueron de 94.000,00 ARS. Gracias SMOKACE por recordarme

Quedo a disposición.

Dear Fede3223,

Just to give you a quick update. I'm in contact with the casino representative and we are discussing your case. I am awaiting further evidence from the casino.

Dear Fede3223,

We have reviewed the information on your complaint in detail.

While reviewing your withdrawal request, the Risk Department found a violation of the rule point: 

11. - The Casino reserves the right to monitor all transactions in order to prevent money laundering. In addition, the Casino reserves the right, with particular attention and to the extent possible, to study the background and purpose of any complex or large transactions, as well as any transactions that, by their nature, are particularly likely to be related to money laundering.

- Betting activity will be monitored for irregular patterns.

Please be advised that the decision regarding your account PLAYER966037 (federicovillegas13@gmail.com) has been reconsidered by the Casino Risk Department. 

A decision has been made regarding the payment of your winnings in the amount of 94000ARS to your USDT crypto wallet.

Please confirm that the specified crypto wallet TRCdmD12uS**********UVCHU belongs to you and that you will be able to receive payment of your winnings on it.

Due to the high risk of your repeated violation of our casino rules, your account PLAYER966037 remains closed and you are not allowed to play in our casino.

Best regards.

Smokace Casino Risk Department.

(Player's crypto wallet anonymized by Casino Guru Admin.)

Good afternoon.

Yes, the aforementioned wallet belongs to me. I attach screenshots of it.

Buenas tardes.

Si, la billetera mencionada me pertenece. Adjunto capturas de la misma.

Thank you all for your responses.

Dear Fede3223, I am glad we could find a compromise with the Smokace Casino team to accommodate you. Please let me know when you receive your winnings so we can consider your complaint resolved.

Dear Fede3223,

Please be notified that the payment for your account has been successfully made. Please confirm receipt of the funds.

Best regards.

Smokace Casino Risk Department.

Good day. The payment arrived correctly.

Thank you very much to everyone who intervened to solve the situation.

Greetings!

Buen día. El pago llego correctamente.

Muchas gracias a todos los que intervinieron para solucionar la situación.

Saludos!

Great news, Fede3223. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru