Smokace Casino - La cuenta del jugador ha sido prohibida tras una solicitud de retiro.

Good evening, I requested a withdrawal of R$ 235,00 and after 3 days I still haven't received it. When I checked, I was simply banned.

Boa noite, solicitei um saque de R$ 235,00 passou 3 dias e nada ai quando fui olhar simplesmente banido.

Dear guisseveriano,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Smokace Casino. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Do I understand correctly that you are currently unable to access your account? Have you tried contacting customer support regarding your ban?

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

Do I understand correctly that you are currently unable to access your account? Have you tried contacting customer support about your ban? No, because I can't log in to chat

Could you confirm if you passed the KYC verification? Yes, I passed

Eu entendi corretamente que você não consegue acessar sua conta no momento? Você já tentou entrar em contato com o suporte ao cliente sobre seu banimento? não, pois não consigo logar pra ir no chat

Você poderia confirmar se passou na verificação KYC? Sim, passei

Have you received any explanation as to why your account was banned? Have you tried communicating with customer support via email?

I didn't receive any explanation and I didn't get in touch because I couldn't find the email.

Não recebi explicação nenhuma e não entrei em contato pois não consegui encontrar o email.

Thank you very much, guisseveriano, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you guisseveriano for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Smokace Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear guisseveriano,

Smokace Casino's Risk Department has thoroughly reviewed your complaint.

Your account PLAYER1655320 - has not passed the casino security check.

2024-03-11 19:44:25 UTC +0 An email was sent to you with detailed information about closing your account.

When viewing your game session, a violation of the project rules was detected, namely:

- Clients are not allowed to use any strategies when playing with an active bonus in order to meet bonus wagering requirements. If strategies are used, the administration reserves the right to cancel all of the Player's winnings.

- Playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play;

Due to the detected violations, your balance was canceled and your account was closed without the right to reopen.

According to the rules of the project, you are prohibited from playing on this site. The casino is not responsible for your opening a new account or any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.

Best wishes,

Smokace Casino Risk Department.

Thank you for the update Smokace Casino representative. Would it be possible to provide me with supporting evidence of the violation of the project rules to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

I deposited 290 and requested a withdrawal of 230… I wasn't even winning, I don't know what strategy that is! Show that you are an honest casino and give me back

pay my withdrawal.

Eu depositei 290 e pedi o saque de 230… nem ganhando eu estava, não sei que estratégia é essa! Mostra que vocês são um casino íntegro e devolvem me

paguem o meu saque.

Dear Peter,

We inform you that we have sent evidence of user abuse bonus to your email (peter.c@casino.guru).

Please review the information.

Thank you in advance!

Sincerely,

Risk department of Smokace Casino.

Thank you for providing the information Smokace Casino representative.

Dear guisseveriano, from the evidence provided me with evidence that justified the steps the casino has taken. Subsequently, we will reject your complaint. 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.

Kind regards,

Peter