Smokace Casino - Igrački račun se zatvara, a dobici se konfiskuju.

I played at this casino and won 2000 euros. I made a withdrawal request because I didn't want to log into my account again. The account was closed. I couldn't log in anymore. I didn't receive any money. What can be done in this case? Which authorities can I complain to?

Dear Violeta1982,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted support and asked for an update regarding your payout status?
• Have you passed account verification in the casino recently or in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino, such as your account closure request and inquiries about the payout? Be sure to include the responses you received from the casino. Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Tomas,

Thank you for your reply and for taking the time to look into my complaint.

Yes, I have contacted the casino’s support team multiple times, but they only responded that my account was closed due to alleged rule violations. They did not provide a fair explanation or pay my winnings.

I have passed account verification in the past, and my documents were accepted.

No, I did not use any bonus when I won the €2,000. My winnings were earned without a bonus.

I am attaching below the casino’s response regarding the account closure and their justification. You will also find screenshots of my communication with them.

Please let me know if you need anything else. I really appreciate your help in resolving this issue.

Best regards,

Violeta ****

I would also like to clarify that I have absolutely nothing to do with the other account mentioned by Smokace, which allegedly belongs to my ex-partner. The casino is using this as a false pretext to avoid paying my legitimate winnings. When I was depositing money, there was no issue, but now that they have to pay, they suddenly claim a violation. I find this treatment completely unfair and dishonest.

Still waiting – urgent update needed

Dear Casino Guru team,

I am still waiting for a resolution regarding my complaint against Spinsy and Smokace casinos. Please do not continue to make me wait if you are unable to help in any way. I kindly ask for transparency and honesty.

If there is no way forward, please let me know clearly so that I can take further legal steps without unnecessary delays.

Thank you for your understanding.

Best regards,

Violeta ****

Dear Casino Guru Team,

I am writing to kindly follow up on my complaint against Smokace Casino, regarding a blocked account and unpaid winnings of 2,000 EUR.

Despite multiple attempts to contact the casino directly, I have not received any resolution or explanation. They claim I had multiple accounts, which is not true. I only had one account under my name (Vio1982), and the only reason there may be a second account is that my former partner used the same residential address, but with a different email and bank account.

I would truly appreciate your help in resolving this case. But please, if for any reason you are not able to assist, just let me know honestly, so I am not left in uncertainty or on a long waiting list without progress.

Thank you very much for your time and support.

Best regards,

Violeta ****

[removed by Casino.Guru admin]

Thanks for your reply and explanation.

I apologize for not replying sooner.

• Could you please explain since when you and your ex-partner have been playing in this online casino?
• Were you aware that your ex-partner was banned from this online casino in the past?

Please provide a more detailed timeline of past events in this online casino to the best of your knowledge.

Dear Casino Guru Team,

Thank you very much for your response and for your willingness to assist with my complaint.

Please find below the details you requested:

I have been playing on Smokace Casino since approximately January 2024, always using my own personal account, which is completely separate from any other individual.

My ex-partner also had an account on the same platform, but we have never shared accounts, banking details, or email addresses. All our information is entirely different.

I was not aware that my ex-partner had been banned from the casino. I only found this out after my account was suddenly closed and my €2,000 winnings were withheld.

Timeline:

I registered on Smokace Casino in January 2024.

I made several deposits and played various games on the platform using my own funds.

On April 10, 2025, I won €2,000 and submitted a withdrawal request.

A few days later, my account was blocked without warning and my withdrawal was not processed.

I contacted the casino several times via email, but received no response. Eventually, I was told (without any formal proof) that my account is linked to a banned individual — my ex-partner — despite all details being different.

I believe this reason is being used simply as an excuse to avoid paying out my rightful winnings.

I kindly ask Casino Guru to help me receive the payment I am entitled to. I am happy to provide screenshots, transaction proofs, and any other documentation required.

Thank you again for your support and advocacy on behalf of players like me.

Sincerely,

Violeta ****

[removed by casino.guru admin]

Thank you very much, Violeta1982, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) 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.

Dear Stefan,

Thank you for taking over my complaint regarding Smokace Casino.

I just wanted to let you know that I am available to provide any additional information you might need in order to move the case forward. I sincerely hope this issue can be resolved soon, as I have been waiting a long time for my winnings to be paid.

Thank you in advance for your help and support.

Best regards,

Violeta Ndong

Username: vio1982 (on Smokace Casino)

Dear Violeta1982,

I am so sorry to hear about your problem with the casino. 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 comment on the situation?

Thank you in advance for providing the information.

Dear Stefan,

Thank you very much for your quick response and for contacting the casino.

I truly hope for a fair resolution.

Please note that Smokace Casino is using an unfair reason to withhold my winnings. If they were acting honestly, they would have verified that my account is completely separate from my ex-partner’s — we have different bank accounts, different email addresses, and the accounts are not connected in any way, apart from having lived at the same address.

This excuse is being used only to avoid paying out my legitimate winnings. I consider this behavior to be misleading and deceptive.

Thank you again for your help,

Best regards,

Violeta Ndong

Dear Stefan,

I would also like to point out something very important.

When I deposited money into my account, there was absolutely no issue — the casino had no problem accepting my funds, even though my ex-partner also had an account with them in the past. Only now, when it’s time for them to pay out my legitimate winnings, they suddenly bring up this excuse to avoid the payment.

If they claim my account is not valid, then they should return all the money I deposited. But of course, they don’t even respond to my emails — they ignore me completely, which shows a serious lack of professionalism and respect.

I am going to report this as fraud to the police in Vienna, and I will also initiate a chargeback procedure through my bank.

Thank you for your support,

Violeta Ndong

Dear Stefan,

Thank you again for taking over my complaint.

I just want to mention that I’m almost certain Smokace Casino will never respond. They have completely ignored all of my emails and have shown no intention of cooperating. This is not just disappointing — it strongly suggests that they are a fraudulent and dishonest casino.

Their refusal to communicate and their attempt to avoid paying out my legitimate winnings clearly shows that players have no protection with them.

I really appreciate your effort, but I fear they will continue to ignore the situation. Still, I hope that with your help, something can be done.

Best regards,

Violeta Ndong

Dear Stefan,

After a thorough internal investigation conducted by our Risk Department, we would like to provide the following clarification regarding the user account VIO1982.

The user has violated sections 3.1 and 3.3 of our Terms and Conditions, which clearly state:

- You can sign up (register) and use only one Account on the Website.

- If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion.

Chronology of events and account activities:

2025-01-13: The account VIOLETA was registered. It showed matching IP address, personal details, and identical password with another account: GHEORGHE.

2025-01-13: On the same day, the account GHEORGHE was also registered. This account successfully passed KYC verification and was designated as the primary account.

The combination of shared IP, shared personal data, and especially the same password - which is typically unique to the individual - strongly indicates that both VIOLETA and GHEORGHE belong to the same user.

Following our internal review, the VIOLETA account was closed as a duplicate, and the user was explicitly warned in writing that any future duplicate accounts would be closed under section 3.3 of our Terms.

2025-03-04: A third account, VIO1982, was created using a different email address, but the same identity, residential address, IP address, and again, the same password.

This activity represents a deliberate attempt to circumvent prior restrictions, despite having already been warned after the first violation. We view this as a clear, intentional breach of our Terms and Conditions and a serious abuse of our fair-play policy.

Accordingly, in full compliance with our rules, the account VIO1982 was permanently closed, and the associated winnings voided.

We understand the importance of fairness and transparency and remain committed to protecting our platform and players from abuse. However, based on the evidence in this case - including duplicate behavior, prior warnings, and technical matches - we stand by our decision.

We have sent all the necessary proofs to the email - [email protected]

Best regards,

Smokace Casino Team

Dear Stefan,

Thank you once again for your support in this matter.

I would like to add a few important points in response to Smokace Casino’s message:

Different Bank Accounts and Email Addresses

My account (VIO1982) and my ex-partner’s account (GHEORGHE) were completely separate. We used different email addresses, different bank accounts, and different identification documents. There was no attempt to deceive the casino – we are two distinct individuals who happened to live at the same address.

If My Account Is Not Valid, Return My Deposits

If the casino now claims that my account is "invalid" or a "duplicate," then they must return the money I deposited into the account. The funds were accepted without issue – no questions were asked when I deposited. But now that I have won, they suddenly find reasons to withhold the money. This is deeply unfair and clearly dishonest.

Excuses to Avoid Payment

It is obvious that the casino is using the shared address and IP as an excuse only when it benefits them – not when they were happily taking my money. That raises serious concerns about their integrity and fair-play policy.

No Response to Emails

I have sent several emails to the casino, and they have completely ignored me. A legitimate and honest business does not behave like this.

To sum up: This is a clear case of unfair treatment, and possibly even fraud. I kindly ask you to continue supporting me in holding the casino accountable.

Best regards,

Violeta Ndong

Dear Smokace Casino Team,

Dear Stefan,

Thank you for your detailed response. However, I strongly disagree with the accusations and conclusions made in your message. I would like to clarify the following points:

Different Persons, Different Bank Accounts and Emails

Each account mentioned – including VIO1982 – was connected to a different bank account and used a different email address. These are strong indicators that different people used those accounts. If the accounts were really duplicates, it would not make sense for them to have separate financial and contact details.

Same Address – but Shared Residence is Not a Violation

It is true that we lived at the same address, but that does not mean we are the same person. Many people live together and use the same internet connection. This alone is not a valid reason to cancel winnings. You accepted deposits from that account with no issue, so why is the account only "invalid" when it comes to paying out?

Shared IP – Normal in Shared Households

Using the same IP address does not prove anything. In a shared household, all residents use the same internet, so this argument is weak and discriminatory. It’s very concerning if your Risk Department doesn’t distinguish between such cases.

Passwords – Impossible for You to Know

If you claim that all the accounts had the same password, that raises a serious question: How do you know the users’ passwords? Passwords are confidential and encrypted by law. This would be a serious breach of user privacy and potentially illegal if you’re storing them in a readable format.

Account VIO1982 Was Never Warned

I never received any written warning regarding previous accounts. If you have such proof, I kindly ask you to show it. Otherwise, this claim is false.

If the Account Was Invalid, Refund My Deposits

If you truly consider my account to be invalid, then you must return all the money I deposited. You accepted my money without any issues, and now you’re refusing to pay my winnings. That is unethical and fraudulent behavior. You can’t have it both ways – accept the deposits, but deny the payouts.

No Response to Emails – Poor Support

I have sent multiple emails to your support team and received no reply. This shows a complete lack of customer service and transparency.

In conclusion:

Your arguments are weak, unfair, and appear to be a clear attempt to avoid paying a legitimate win. I maintain my position that this is a case of fraud and I will not let this matter go. I am in contact with legal assistance and consumer protection platforms, and if needed, I will file a criminal complaint with the Austrian police and request a chargeback from my bank.

Best regards,

Violeta Ndong

VIO1982

Dear Violeta1982,

I have thoroughly reviewed all of the information you and the casino provided. It would be really difficult to prove that multiple accounts did not belong to one person as there was a match in the password and IP address. You were informed by the casino that you cannot register another account in a casino, but you failed to do so.

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.