Smokace Casino - Hráčův účet byl zablokován.

Hello how are you, I tell you my problem.

I deposited 10,000 ARS through the ASTROPAY wallet, when I see the withdrawal options, there is no ASTROPAY.

To which, in order for me to withdraw that money, I have to deposit by another method and leave by the same method, otherwise I could not leave.

I deposit via TRC20, I play the x3 that the casino says and withdraw by TRC20.

It does not arrive in 2 days and when I want to enter my account it tells me that it is blocked due to "Gaming addiction", when all I did was play that x3 and leave because it seemed strange that astropay was not there and I did not want to lose my money.

They told me to talk to Mail road support and never got an answer about my money.

I just want my money back, if they want to leave the account blocked, but they can't give me that excuse of "Addiction to the game" if I only played 1.2 hours.

Hola que tal, les cuento mi problema.

Yo deposite por la billetera ASTROPAY 10000 ARS, cuando veo las opciones de retiro, no esta ASTROPAY.

A lo que para yo poder retirar ese dinero tengo que depositar por otro metodo y salir por el mismo, sino no podia salir.

Deposito por la via TRC20, juego el x3 que dice el casino y retiro por TRC20.

No me llega en 2 dias y cuando quiero entrar a mi cuenta me dice bloqueada por "Adiccion al juego" , cuando yo lo unico que hice fue jugar ese x3 y salir porque me parecio raro que no este astropay y no queria perder mi dinero.

Me dijeron que hable con el soporte vial Mail y nunca tuve una respuesta sobre mi dinero.

Quiero que me devuelvan el dinero nada mas, si quieren dejar bloqueada la cuenta que la dejen, pero no me pueden poner esa excusa de " Adiccion al juego" si jugue solamente 1,2 horas.

Hello evasilva4461,

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? Are you self-excluded in any online casino? When was the last time you spoke to the casino and what was it about? Did the casino refund your deposited money?

Looking forward to your answer.

Regards,

Nick

Hello, how are you, yes I was already verified, a few days before I sent this complaint and the truth is that no, they never told me that in any casino that I was.

No, they didn't refund my money, they don't even answer my emails.

The last time I spoke I was asked because they blocked me and they told me that they would answer me by email and they never spoke to me

Hola que tal, si yo estaba verificada ya , unos dias antes de que yo envie esta queja y la verdad que no , nunca me dijieron eso en algun casino que estuve.

No , no me devolvieron el dinero, ni siquiera me responden los mails.

La ultima vez que hable fue pregutdo porque me bloquearon y me dijeron que me respondia por mail y jamas me hablaron

Hello evasilva4461,

Is it possible to forward any proof or conversation with the casino related to this issue to nikolas.b@casino.guru?

Sisi, I already sent everything.

Sisi , ya le envio todo.

Thank you evasilva4461 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello evasilva4461,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just to check, did you request Smokace Casino to close your account?

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

Dear Smokace Casino,

Can you please provide information on why was the player's account blocked?

Dear Michal,

We have reviewed in detail the complaint of the player evasilva4461.

We provide details about the player's account 

1)Player deposited game account from astropay (10000ARS) and once from USDT wallet(4713ARS).

2) Player evasilva4461 2023-05-09 has applied for the withdrawal of funds to USDT wallet 11383 ARS.

On 2023-05-10, an additional verification was initiated on player evasilva4461 account based on suspicious activity on the player's account.

The additional check was initiated according to the rule item: 

2.4.1 The finance department may postpone processing a withdrawal request due to additional verification.

2023-05-10 having studied the entire history of the client Risk Department found the following:

According to the regulations of our casino for the withdrawal of funds, the client must make x3 of the deposit amount to be able to withdraw funds.

1) All deposits of player evasilva4461 were won in games Roulette Matrix Games with the maximum possibility of the return of bets. (all betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 95% of customer bets were made in this way.

2) The player evasilva4461 made a deposit with a prepaid card, but he requested the withdrawal of funds to a crypto-purse. 

We have every reason to claim a violation of AML policy, in flagrant violation of project rules.

Based on these findings, the Casino Risk Department ruled that the player purposefully carried out all the 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 2023-05-10, player evasilva4461 account was closed without the right of the opening and the balance was canceled, due to violations of our casino 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 damaged us or any other third party, the balance of Your Account will be non-refundable and deemed to be forfeited.

2023-05-10 An email with detailed information about the reason for account closing was sent to the player's e-mail evasilva4461@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 are not hidden from anyone.

Best regards.

Smokace Casino Risk Department.

Dear Smokace Casino,

Thank you for your response.

Can you please elaborate in more detail on this statement?

1) All deposits of player evasilva4461 were won in games Roulette Matrix Games with the maximum possibility of the return of bets. (all betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 95% of customer bets were made in this way.

The player wrote that they have fulfilled the deposit wagering and as long as the Roulette Matrix Games is not restricted, how should the player know that the wagering was not fully done?

If the information can't be shared publicly please sent them to my email michal.k@casino.guru

Dear Michal,

Additional information and facts about player's violation of our casino rules have been sent to the e-mail address that you indicated: michal.k@casino.guru.

Best regards.

Smokace Casino Risk Department.

Thank you for the response and evidence, Smokace Casino Team.

Dear evasilva4461,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient evidence that you have acted against the casino's terms and conditions as mentioned above as well as you have failed the KYC process for valid reasons.

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.

Regards,

Michal