Smokace Casino - Hráčský účet byl uzavřen a výhry zabaveny.

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.

Dear Stefan,

We have sent additional information regarding the player's case to your email address: stefan.m@casino.guru.

If you need any info, please let us know.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan, 

We have responded to your last email. Please let us know if any further information is required.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

I have replied to your email.

I'll be awaiting your reply.

Dear Stefan,

We have responded to your latest email.

Please let us know if you require any additional information.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

I have replied to your email.

I'll be awaiting your reply.

Dear Stefan, 

We have sent updated information to your e-mail address. 

Best regards,

Smokace Casino Team

Dear Smokace Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

We have requested additional information from the provider. As soon as we receive any updates, we will notify you via email.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

Thank you for your response.

Please let me know once you reply to my email.

I'll be awaiting your reply.

Dear Stefan, 

We have sent additional information about the user case to your email. 

Please let us know if anything else is required from us.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

Thank you for your response.

I have replied to your email.

I'll be awaiting your reply.

Dear Stefan,

We have responded to your latest email.

Please let us know if you require any additional information.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan, 

We have sent information to your e-mail address. 

Best regards,

Smokace Casino Team

Dear Smokace Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

We have responded to your latest email.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear LAMPROS95,

We would like to inform you that upon reviewing your gaming session, we have identified signs of card counting strategy usage, specifically Wonging.

Please note that your session was thoroughly analyzed not only by the casino’s Risk Department but also by the game provider’s team.

Due to the detected use of this strategy, your account has been closed, and your balance has been voided. You were officially notified of this decision via email on December 9, 2024, at 17:01 UTC.

During our communication with Stefan, we provided him with additional information and reports from the provider, which further confirm the use of a card counting strategy on your part.

Dear Stefan,

We have supplied all the necessary supporting information from our side. Please let us know if anything else is required.

Best regards,

Smokace Casino Team

Dear Smokace Casino,

Thank you for your response and the information you have provided.

Hello LAMPROS95,

I would like to add that the software was used to track the true counts on blackjack tables. We believe that the card counting itself is an acceptable strategy by us, but using the software to track the tables is strictly prohibited.

Due to the aforementioned reasons, this complaint will now be rejected. 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,

Stefan, Casino.Guru