The player from Argentina's account was disabled by the platform, citing a gambling addiction. The player denies participation in any such program and demands the immediate restoration of the account and the funds. The complaint was closed as the player stopped responding.
Platforma je onemogućila igraču sa argentinskog naloga, navodeći kao razlog zavisnost od kockanja. Igrač odbija učešće u bilo kakvom takvom programu i zahteva hitno vraćanje računa i sredstava. Žalba je zatvorena pošto je igrač prestao da odgovara.
Dobro jutro, upravo sam saznao da su mi onemogućili nalog i da ne žele da mi plate.
Optužuju me za zavisnost od kocke i ne znam zašto, pošto nisam tražio program ili bilo šta.
Prvo su mi oduzeli način polaganja novca, preko astropai-a, a danas kada želim da pitam kada će moj novac biti podignut, ponovo mi onemoguće račun.
Tražim hitan oporavak računa i mog novca.
Good morning, I just found out that they disabled my account and they don't want to pay me.
They accuse me of gambling addiction and I don't know why, since I didn't ask for a program or anything.
In the first instance they took away the way to deposit money, through astropay, and today that I want to ask when my money will be withdrawn, they disable my account again.
I request the immediate recovery of the account and my money.
Buenos dias, acabo de enterarme que me deshabilitaron la cuenta y no me quieren pagar.
me acusan de adiccion al juego y no se por que, ya que no pedi programa ni nada.
En primera instancia me quitaron la forma de depositar dinero, mediante astropay, y hoy que quiero preguntar cuando estara mi dinero retirado, me deshabilitan nuevamente la cuenta.
solicito la inmediata recuperacion de la cuenta y mi dinero.
Zdravo alekisolivari8,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Smokace kazinom. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno? Da li ste bili isključeni iz nekog drugog onlajn kazina zbog zavisnosti od kockanja? Koliko vam je novca ostalo na kazino računu i koliko ste ukupno uplatili? Da li ste dobili bilo kakav iznos novca nazad od kazina pošto je vaš račun zatvoren?
Radujem se Vašem odgovoru.
Pozdravi,
Nick
Hello alexisolivari8,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokace 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? Have you been excluded in any other online casino for gambling addiction? How much money do you have left on the casino account and how much did you deposit there in total? Did you receive any amount of money back from the casino since your account is closed?
Looking forward to your answer.
Regards,
Nick
Dobro jutro, nalog je već omogućen i koristi se više od 2 meseca. Sada mi kažu da nije omogućeno da se igra.
uplatite novac preko AstroPai-a i okrećite kriptovalute, kao i uvek.
zaradite novac i povucite ga u moj novčanik. To je procedura koju uvek radim.
Good morning, the account was already enabled and being used for more than 2 months. Now they tell me that it is not enabled to play.
deposit money by AstroPay and flip cryptocurrencies, as always.
earn money and withdraw it to my Wallet. It is the procedure that I always do.
Buenos días, la cuenta ya estaba habilitada y siendo usada hace más de 2 meses. Ahora me dicen que no está habilitada para jugar.
ingrese dinero por AstroPay y criptomonedas tirón, como siempre.
gane dinero y lo retire a mi Wallet. Es el procedimiento que hago desde siempre.
paraaktualizar el escenario, ahora me dicen esto desde smokeace.
Dragi Alekis O*****,
Odeljenje za rizik kazina Smokace je izvršilo detaljan pregled vašeg
PLAIER897266 login.
Nalog PLAIER897266 - nije prošao bezbednosnu proveru kazina.
Prilikom provere vaše sesije igre, kršenje pravila bonusa
otkriven je projekat i to:
- Kazino zadržava pravo da prati sve transakcije u cilju sprečavanja pranja novca. Pored toga, kazino zadržava pravo, sa posebnom pažnjom i u meri u kojoj je to moguće, da prouči pozadinu i svrhu bilo koje složene ili velike transakcije, kao i bilo koje transakcije koje su po svojoj prirodi posebno povezane sa novcem pranje.
- Aktivnost klađenja će se pratiti zbog nepravilnih obrazaca.
Tokom inspekcije i analize vaših aktivnosti igranja i depozita/povlačenja, identifikovani su znaci kršenja AML-a – pranje novca, što predstavlja kršenje pravila.
Zbog identifikovanog kršenja iu skladu sa Pravilom 14.6, vaš balans je poništen i vaš nalog je zatvorio PLAIER897266 bez prava na ponovno otvaranje.
Prema pravilima projekta, zabranjeno vam je da igrate na ovom sajtu. Kazino nije odgovoran za vaše otvaranje novog naloga i bilo kakve gubitke koje možete imati nakon otvaranja novog naloga. Zadržavamo pravo da u bilo kom trenutku zatvorimo nalog kreiran kršenjem ovih pravila.
Ova odluka je konačna i ne podleže reviziji.
Ako imate bilo kakvih pitanja, biće nam drago da vam pomognemo putem ćaskanja uživo ili e-pošte. _KSKSKSKSKS_0@email.kkkkk
para actualizar el escenario, ahora me dicen esto desde smokeace.
Dear Alexis O*****,
Smokace Casino risk department has conducted a detailed review of your
PLAYER897266 login.
Account PLAYER897266 - did not pass the casino security check.
When checking your game session, a violation of the bonus rules of the
project was detected, namely:
- The Casino reserves the right to monitor all transactions in order to prevent money laundering. In addition, the Casino reserves the right, with particular attention and to the extent possible, to study the background and purpose of any complex or large transactions, as well as any transactions that, by their nature, are particularly likely to be related to money laundering.
- Betting activity will be monitored for irregular patterns.
During the inspection and analysis of your gaming and deposit/withdrawal activity, signs of an AML violation - money laundering, were identified, which is a violation of the rules.
Due to the identified violation and in accordance with Rule 14.6, your balance has been canceled and your account has been closed by PLAYER897266 without the right to reopen.
According to the rules of the project, you are prohibited from playing on this site. The Casino is not responsible for your opening a new account and any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.
This decision is final and not subject to revision.
If you have any questions, we will be happy to help you by Live Chat or Email. support@smokace.com
Dobar dan, hoće li biti vesti? Predstavio sam sve što im je bilo potrebno.
Mogu ponovo da sumiram ako želite
Good afternoon, will there be any news? I presented everything they needed.
I can summarize it again if you wish
Buenas tardes, habra alguna novedad? presenté todo lo que necesitaban.
lo puedo volver a resumir si lo desean
Zdravo alekisolivari8,
Da li bi bilo moguće proslediti istoriju vašeg depozita i klađenja (pošto ne možete više da se prijavite na svoj nalog, kazino bi vam ga mogao proslediti) kao da bi vas optužili za pranje novca, to bi se moglo dokazati istorijom.
Ako možete, pošaljite je na nikolas.b@casino.guru .
Hello alexisolivari8,
Would it be possible to forward your deposit and betting history (as you can't log into your account anymore the casino might forward it to you) as if they accused you of money laundering it would be provable with the history.
If you can please send it to nikolas.b@casino.guru.
Uplatite novac preko AstroPai-a, a takođe i kriptovalute iz trk-a
Deposit money through AstroPay and also cryptocurrencies from trx
Ingrese dinero mediante AstroPay y también criptomonedas desde trx
dobro jutro, hoće li biti vesti? predstaviti sve odgovarajuće
Pokazao sam da su sredstva uvek ista, a metode depozita i povlačenja su one koje mi je dozvoljavala smokea stranica
good morning, will there be any news? present all the corresponding
I demonstrated that the funds were always the same, and the deposit and withdrawal methods were those that the smokeace page allowed me
buenos dias, habra alguna novedad? presente todo lo correspondiente.
Demostre que los fondos fueron siempre los mismos, y los metodos de deposito y de retiro fueron los que me permitio la pagina smokeace
zdravo, ima li novosti?
hello, any news?
hola, alguna novedad?
Zdravo alekisolivari8,
Zar nije bilo moguće zatražiti istoriju klađenja od kazina? Ako ne, pokušaćemo da intervenišemo.
Hello alexisolivari8,
Wasn't it possible to request for the betting history from the casino? If not, we will try to intervene.
Zdravo. Poslao sam vam e-poštu tražeći sve što vam treba, a što ne želite.
možete li intervenisati?
puno hvala za sve
Hello. I sent you an email asking for everything you need and didn't want.
could you intervene?
many thanks for everything
Hola. Les envié un correo pidiendo todo lo que ustedes necesitan y no quisieron.
podrias intervenir vos?
muchas gracias por todo
Da li bi neko drugi mogao da vidi moj slučaj? niko mi ne odgovara i stalno mi govore isto.
Could someone else see my case? no one answers me and they tell me the same thing over and over again.
podria ver alguien mas mi caso? nadie me responde y me dicen una y otra vez lo mismo.
Zdravo alekisolivari8,
Mi, baš kao i vi i kazino, imamo 7 dana da odgovorimo. Pošto niste mogli da pružite tražene informacije, možda ćemo pokušati da zatražimo od kazina za njih, ali imajte na umu da oni u suštini mogu da kažu bilo šta jer bez ikakvog vašeg dokaza, nemamo šta da raspravljamo.
Želeo bih da zamolim Smokeace Casino da nam se pridruži i pomogne nam da rešimo problem igrača.
Hello alexisolivari8,
We, just as you and the casino have 7 days to respond. As you could not provide the requested information, we might try to ask the casino for them but please understand that they could basically say anything as without any proof from you, we have nothing to argue with.
I would like to ask Smokeace Casino to join us and help us resolve the player's issue.
Dragi alekisolivari8,
Detaljno smo pregledali informacije o vašoj žalbi.
Podnijeli ste zahtjev za povlačenje 2023-07-01 u 17:21 UTC+0 za iznos od 47828ARS. Kada je pregledao vaš zahtev za povlačenje, Odeljenje za rizik je otkrilo kršenje tačke pravila:
11. - Kazino zadržava pravo da prati sve transakcije u cilju sprečavanja pranja novca. Pored toga, Kazino zadržava pravo, sa posebnom pažnjom i u meri u kojoj je to moguće, da prouči pozadinu i svrhu bilo koje složene ili velike transakcije, kao i bilo koje transakcije koje su po svojoj prirodi posebno verovatno povezane sa pranjem novca.
- Aktivnost klađenja će se pratiti zbog nepravilnih obrazaca.
Imajte na umu da je Odeljenje za rizik kazina ponovo razmotrilo odluku u vezi sa vašim nalogom.
Odlučeno je da uplatite svoj dobitak u iznosu od 47828ARS u vaš TRKS kripto novčanik.
Potvrdite da navedeni kripto novčanik: TKCA2iE2FZciB5zfKfuM6HLkknNF1JUF6V - pripada vama i da ćete moći da primite svoje dobitke.
Zbog visokog rizika od ponovnog kršenja naših pravila kazina, vaš nalog PLAIER897266 ostaje zatvoren i nije vam dozvoljeno da igrate u našem kazinu.
Srdačan pozdrav.
Odeljenje za rizik kazina Smokace.
Dear alexisolivari8,
We have reviewed the information on your complaint in detail.
You made a withdrawal request on 2023-07-01 at 17:21 UTC+0 for the amount of 47828ARS. When reviewing your withdrawal request, the Risk Department found a violation of the rule point:
11. - The Casino reserves the right to monitor all transactions in order to prevent money laundering. In addition, the Casino reserves the right, with particular attention and to the extent possible, to study the background and purpose of any complex or large transactions, as well as any transactions that, by their nature, are particularly likely to be related to money laundering.
- Betting activity will be monitored for irregular patterns.
Please be advised that the decision regarding your account has been reconsidered by the Casino Risk Department.
It was decided to pay your winnings in the amount of 47828ARS to your TRX crypto wallet.
Please confirm that the specified crypto wallet: TQCA2yE2FZcyB5zfQfuM6HLqqnNF1JUF6V - belongs to you and that you will be able to receive your winnings.
Due to the high risk of your repeated violation of our casino rules, your account PLAYER897266 remains closed and you are not allowed to play in our casino.
Best regards.
Smokace Casino Risk Department.
Nalog TKCA2iE2FZciB5zfKfuM6HLkknNF1JUF6V je jedan od mojih. Ali sa druge strane, želeo bih da znam u čemu bi bio problem jer to ne govori.
Ne želim samo svoj novac. Želim da znam zašto me optužuju za zavisnost od kockanja, jer je to nešto delikatno, ali prilično diskriminatorno.
S druge strane, voleo bih da znam za koji pokret kažu da je pranje novca. Uvek uplaćujem novac na isti način, AstroPai i kriptovalutu da bih mogao da podignem.
The account TQCA2yE2FZcyB5zfQfuM6HLqqnNF1JUF6V is one of mine. But on the other hand I would like to know what the problem would be because it is not saying it.
I don't just want my money. I want to know why they are accusing me of gambling addiction, since it is something delicate but rather discriminatory.
On the other hand, I would like to know what movement they say is money laundering. I always deposit money in the same way, AstroPay and cryptocurrency to be able to withdraw.
La cuenta TQCA2yE2FZcyB5zfQfuM6HLqqnNF1JUF6V es una de las mías. Pero por otro lado me gustaría saber cuál sería el problema por que no lo está diciendo.
no sólo quiero mi dinero. Quiero saber por qué me acusan de adiccion al juego, ya que es algo delicado sino que me parece discriminatorio.
por otro lado me gustaría saber cual es el movimiento que dicen que es lavado de dinero. Ingreso siempre dinero de la misma forma, AstroPay y criptomoneda para poder retirar.
Obavestite me ako izvršite uplatu. Već sam potvrdio da je to moja trk adresa i takođe bih želeo da znam koja je greška u mojoj proceduri.
Polažem novac preko astropai-a, ali mi ne dozvoljava da podignem novac preko astropai-a.
Please let me know if you make the payment. I already confirmed that it is my trx address and I would also like to know what the error in my procedure is.
I deposit money through astropay, but it won't let me withdraw money through astropay.
por favor, avisen si realizan el pago. ya confirme que es mi direccion de trx y quisiera saber tambien cual es el error en mi procedimiento.
yo ingreso dinero mediante astropay, pero no me deja extraer dinero mediante astropay.
Dragi alekisolivari8,
Hvala vam što ste dali dokaz o vlasništvu novčanika. U roku od 10 radnih dana biće izvršena uplata naznačenog iznosa za vas. Obavestićemo vas čim uplata bude izvršena.
Podsećamo vas da je prilikom verifikacije vašeg naloga od strane Odeljenja za rizike kazina, utvrđeno da ste koristili metode pranja novca deponovanjem sa AstroPai-a i povlačenjem u kripto novčanik i šablonom klađenja za klađenje depozita, što je ozbiljno kršenje politike borbe protiv pranja novca.
Iz tog razloga, vaš nalog je zatvoren bez prava na ponovno otvaranje. Zato vidite gorenavedeno obaveštenje kada pokušate da se prijavite pod svojim nalogom.
Ova odluka je konačna i neće biti razmatrana.
Srdačan pozdrav.
Odeljenje za rizik kazina Smokace.
Dear alexisolivari8,
Thank you for providing proof of wallet ownership. Within 10 business days the payment of the indicated amount will be made for you. As soon as the payment is made we will notify you.
We would like to remind you that during the verification of your account by the Risk Department of the casino, it was found that you used money laundering methods by depositing from AstroPay and withdrawing to crypto wallet and wagering pattern for wagering deposits, which is a serious violation of AML policy.
For this reason, your account has been closed without the right to reopen. That is why you see the above notice when you try to log in under your account.
This decision is final and will not be reviewed.
Best regards.
Smokace Casino Risk Department.
Razumem šta želite da kažete, ali nemate AstroPai za podizanje novca. Pa zašto ostaviti AstroPai da bi izvršio depozite?
Polažem novac preko AstroPai-a i kako da ga izvadim? Podrška za ćaskanje mi je rekla da koristim drugu metodu.
a sada se ispostavlja da je u pitanju pranje novca, što je pogrešno, pošto se koriste samo lični računi i sredstva. Korišćeni su od kada je nalog kreiran
I understand what you're saying, but you don't have AstroPay to make withdrawals. So why leave AstroPay to make deposits?
I deposit money through AstroPay and how do I get it out? Chat support told me to use another method.
and now it turns out that it is money laundering, which is wrong, since only personal accounts and funds are used. They were used since the account was created
Entiendo lo que dicen, pero ustedes no tienen AstroPay para hacer retiros. Entonces por qué dejan AstroPay para hacer depósitos?
ingreso dinero por AstroPay y como hago para sacarlo? Desde soporte en chat me dijeron que usara otro método.
y ahora resulta que es lavado de dinero, cosa errónea, ya que se usan solamente cuentas y fondos personales. Las mismas fueron utilizadas desde que se creó la cuenta
Dragi alekisolivari8,
Obaveštavamo vas da je uplata za vaš nalog uspešno izvršena. Molimo potvrdite prijem sredstava.
Srdačan pozdrav.
Odeljenje za rizik kazina Smokace.
Dear alexisolivari8,
We would like to inform you that the payment for your account has been successfully made. Please confirm receipt of the funds.
Best regards.
Smokace Casino Risk Department.
Uplatu sam primio ispravno.
Možete li mi odgovoriti na ono što pitam?
Zato što vam dozvoljavaju da pravite depozite astropaiom, a onda vam ne dozvoljavaju da izvlačite kroz to sredstvo.
Zašto su mi predložili da koristim druge načine plaćanja da bih mogao da izvučem, a sada su me blokirali.
I received the payment correctly.
Could you answer me what I ask?
Because they allow you to make deposits by astropay, and then they don't allow you to extract through that means.
Why did they suggest I use other payment methods to be able to extract and now they block me.
recibi el pago correctamente.
podrian ustedes responderme lo que pregunte?
por que permiten hacer depositos por astropay, y luego no permiten extraer mediante ese medio.
por que me sugirieron usar otros metodos de pago para poder extraer y ahora me bloquean.
Dragi alekisolivari8,
Isplata na pripejd kartice nije moguća. Načini plaćanja mogu biti različiti i za depozite i za isplate, u zavisnosti od situacije na tržištu i regiona.
Koristili ste svoj kripto novčanik isključivo za isplatu, iako ste više puta primali isplate dobitaka na njega.
Trenutno su sve obaveze prema vama ispunjene i dobici su uspešno prebačeni u vaš kripto novčanik.
Odluka u vezi sa vašim nalogom je konačna i ne podleže reviziji. Nije vam dozvoljeno da igrate u našem kazinu i vaš račun se ne može otvoriti.
Srdačan pozdrav.
Odeljenje za rizik kazina Smokace.
Dear alexisolivari8,
Withdrawals to prepaid cards are not possible. Payment methods can be different for both deposits and withdrawals, depending on the market situation and region.
You have used your crypto wallet exclusively for withdrawal, although you have repeatedly received payments of winnings on it.
Currently, all obligations to you have been fulfilled and the winnings have been successfully transferred to your crypto wallet.
The decision regarding your account is final and is not subject to review. You are not allowed to play in our casino and your account cannot be opened.
Best regards.
Smokace Casino Risk Department.
Mnogo hvala za sve. Ali nedoslednost puštanja novca da uđe kroz metod i ne dozvoljava povlačenje kroz njega se nastavlja. U svakom slučaju, pustićemo kazino gurua da ga analizira.
Mislim da nisam uradio ništa van reda i da sam izvršio legitimne operacije sa svojih naloga i uz vašu podršku.
Many thanks for everything. But the inconsistency of letting money enter through a method and not allowing the withdrawal through it continues. Anyway we will let casino guru analyze it.
I don't think I did anything out of order and I made legitimate operations from my accounts and with your support.
Muchas gracias por todo. Pero sigue la inconsistencia de dejar ingresar dinero por un método y no permitir el retiro por el mismo. De todos modos dejaremos que lo analice casino gurú.
no creo haber hecho algo fuera de lugar y realicé operaciones legítimas desde mis cuentas y con soporte de ustedes.
Zdravo alekisolivari8,
Razumem da biste želeli neke odgovore, ali ne postoji nijedan onlajn kazino koji bi vam garantovao da ćete povući sredstva istim načinom plaćanja na koji ste deponovali. U potpunosti zavisi od dobavljača plaćanja, zemlje prebivališta igrača i dogovora između provajdera plaćanja i kazina. Uvek morate da sledite metode povlačenja ako ih kazino savetuje jer to samo produžava proces povlačenja bez razloga.
Što se tiče vašeg naloga - osim ako nemate preostala sredstva na njemu, kazino ima pravo da ga zatvori bez ikakvog razloga i nažalost niko ne može ništa da uradi protiv njega kao što je to jasno navedeno u njihovim uslovima (odnosi se na skoro svaki onlajn kazino).
Pošto je vaš preostali iznos isplaćen, a račun zatvoren, postoji li još nešto sa čime bismo vam mogli pomoći?
Hello alexisolivari8,
I understand that you would like some answers however there isn't any online casino which would guarantee you to withdraw with the same payment method as you deposited with. It is completely up to the payment provider, country of residence of the player and up to the agreement between the payment provider and the casino. You always have to follow the withdrawal methods if the casino advises one as it just prolongs the withdrawal process for no reason.
Regarding your account - unless you have any remaining balance on it, the casino has the right to close it without any reason given and unfortunately nobody is able to do anything against it as it is clearly stated in their terms (applies to almost every single online casino).
As your remaining balance has been paid out, and account closed, is there anything else we could assist you with?
Dear alexisolivari8,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
