Smokace Casino - ボーナス条件によりプレイヤーの賞金が没収されました。

Hello Aleauzzass,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokeace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much was your balance when you finished the wagering of the bonus? Was it automatically converted into real money? Was the balance anyhow capped when the wagering got finished? When was the last time you spoke to the casino and what was it about? Would it be possible to forward your betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

HI,

my profile has been verified since 04/18/2024. I verified my account before requesting withdrawals.

I don't remember the balance of my account once the bonus was wagered (I think around €1/2,000, but I remember that the balance automatically transformed into a real balance after the bonus was turned over and I was thus able to play another slot machine you could play with the real budget.

the balance has never been limited at the end of the bets.

the last time I spoke to the casino was yesterday to complain about their behavior but I didn't receive any response.

I don't know how to recover the entire game history, because the site doesn't allow you to download it, but only to view it on the screen.

I would like to point out that the site also offers tokens that I converted into a casino balance when my balance was around €30,000 and that the winnings could easily also derive from the token bet, therefore making it valid

Ciao,

il mio profilo è verificato dal 18/04/2024. Ho verificato il conto prima di richiedere i prelievi.

Non ricordo il saldo del mio conto una volta scommesso il bonus (penso intorno ai 1/2.000€, ma ricordo che automaticamente il saldo si è trasformato in saldo reale dopo il rigiro dello stesso e ho potuto così giocare ad un’altra slot a cui si poteva giocare con il bilancio real.

il saldo non è mai stato limitato al termine delle scommesse.

l’ultima volta che ho parlato con il casinò è stata ieri per reclamare il loro comportamento ma non ho ricevuto alcuna risposta.

Non saprei come recuperare l’intera cronologia di gioco, perché il sito non permette di scaricarla, ma solo di visionarla a schermo.

Ci tengo a precisare che il sito offre anche dei token che ho convertito in saldo casino quando il mio saldo era intorno ai 30.000€ e che la vincita potrebbe tranquillamente anche derivare dalla scommessa dei token, quindi rendendola valida

I would add that yesterday the VIP bonuses that were present in my bonus section (which they also write in the email) were eliminated.

They are actually no longer present.

And that's why the situation becomes even more suspicious.

If you wish, I can send you a screenshot and screen recording by email which certifies the date and day of my currently (empty) bonus section.

Thank you

Aggiungo che ieri i bonus vip che erano presenti nella mia sezione bonus (che scrivono anche loro nella mail), sono stati eliminati.

Non sono effettivamente più presenti.

Ed ecco perché la situazione diventa ancora più sospetta.

Nel caso vogliate posso inoltrare per email screenshot e registrazione schermo che attesta data e giorno della mia sezione bonus (vuota) attualmente.

grazie

Hello Aleauzzass,

Would it be possible to forward your full deposit, bonus and betting history to nikolas.b@casino.guru?

Hi Nick, it's been 7 days and we managed to stay at point 0?

As already mentioned, the site does not allow you to download your betting history.

For deposits I can send the screenshot, but I don't even have a trace of the honous received.

I honestly thought that in 7 days you had already contacted the casino.

At this point I sincerely hope that you are able to help me

Ciao Nick, sono passati 7 giorni e siamo riusciti a rimanere al punto 0?

Come già detto il sito non permette di scaricare la cronologia delle scommesse.

Per i depositi posso inviare lo screenshot, ma non ho nemmeno traccia del honus ricevuto.

Sinceramente pensavo che in 7 gg vi foste già messi in contatto con il casinò.

A questo punto spero vivamente che siate in grado di aiutarmi

Hello Aleauzzass,

Once the wagering of the bonus is finished, and the money is transferred to real money balance, the bonus terms should no longer apply. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Aleauzzass,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Smokace Casino team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

Which of the casino's Terms and Conditions were breached or applied in this case? Is the casino able to substantiate its claims and decision to confiscate the player's winnings with relevant evidence?

What was the user's balance at the time he met the wagering requirements and converted/moved to a real money balance? Were those winnings reduced to a 5x bonus amount at the time the WRs were mat and the balance was converted to real money? If so, why should it be applied more than once to the player's winnings? If his balance was not capped at the maximum cashout amount upon meeting the WRs, did he, anytime during his play, decrease his balance under the 5x bonus amount limit? + Then when does deduction take place if not upon meeting the WRs?

Are players somehow informed, upon meeting the wagering requirements, that they have to withdraw their winnings and deposit them back to continue playing (besides general bonus rules)? Is there any notification or pop-up about it? What is the difference between continuing to play with such winnings and withdrawing and subsequently depositing such winnings back to continue playing?

Can you please provide us with the player's game logs and transaction/bonus history if they are not shown in his game logs?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).