Smokace Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

It's a BIG SCAM! Smokace claims that I was "card counting" and thus playing with a profitable strategy. However, I have made 10 deposits totaling €2,700. They are refusing to return my winnings, which amount to €2,538.

When I asked the casino to explain why they closed my account and withheld my winnings, they simply told me that I was playing with a profitable strategy and referred me to some general terms and conditions. These terms, however, do not specify any wrongdoing on my part.

How is it possible for me to be playing "profitably" when I have lost money overall? This casino is running a blatant scam. They kick players out as soon as they start winning and only want players who keep losing.

Dear LAMPROS95,

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, so I can understand the whole situation completely. 

• Could you please advise when exactly you created your casino account?
• Which game(s) did you play?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Casino Guru team,

On October 12th, I completed my registration at the casino. I have only played Black Jack games and have never used any bonuses. I have sent you the conversation and any supporting evidence I have regarding the matter to your email. Let me know if you need any further tweaks!

Kind Regards,

Labros G***

Thank you very much, LAMPROS95, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello LAMPROS95,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Smokace Casino representative to join this conversation and participate in resolving this complaint.

Dear Smokace Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.