Smokace Casino - Акаунтът на играча беше затворен поради пране на пари.

My account was blocked due to money laundering, I have everything in order, I want my money back. They tell me that they sent me an email but I didn't get anything and they never answer by email and support tells me to communicate via email.

Me bloqueo la cuenta por supuesto lavado de dinero, tengo todo en regla quiero mi dinero devuelta. Me dicen que me enviaron un mail pero no me llego nada y nunca contestan por mail y soporte me dice que me comunique via mail.

Hello Martin121,

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? Did you use any bonuses in the casino? When was the last time you spoke to the casino and what was it about? What exactly did they mean by money laundering?

Looking forward to your answer.

Regards,

Nick

I have been playing for 1 month with no problem until yesterday when I played and they closed me. For some reason, saying money laundering, I spoke to support and they told me that for money laundering, but no more information that I spoke via email but never responded by email

Hace 1 mes vengo jugando y sin ñroblema hasta ayer que juguw y me cerraron si. Altun motivo, diciendo lavado de dinero, hable con soporte y me dijieron eso por lavado de dinero , pero no mas informacion h que hable bia mail pero no presponde por mail nunca

Hello Martin121,

Can you please clarify how much was your balance when your account got closed?

I don't remember the exact amount but it was approximately 77,000 thousand Argentine pesos

No me acuerdo el monto exacto pero era 77000 mil pesos argentinos aproximado

Thank you Martin121 for all the information provided so far. As we will need more details from the casino, your complaint will be now forwarded to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Martin121,

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 please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

We have reviewed the complaint of player Martin121 in detail.

Here are the details of the player's account 

1)The player Martin121 2023-05-12 deposited 90000ARS to his game account using a prepaid card.

2) Player Martin121 on 2023-05-12 applied for withdrawal of 77800ARS to skrill wallet.

On 2023-05-12, additional verification of player Martin121 account was initiated based on suspicious activity on the player's account.

The additional verification was initiated according to the rule item: 

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

2023-05-12 having studied the history of the client's game Risk Department found the following:

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

1) All deposits of player Martin121 were wagered in Roulette VIP/Spaceman/ games with maximum betting returns. (All betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), with 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 exactly this way.

2) Player Martin121 made a deposit with a prepaid card, and withdrawal of funds was requested on the skrill wallet. 

We have reasonable evidence to claim a violation of AML policy, which is in gross violation of project regulations.

Based on these findings, the Casino Risk Department has ruled that the player purposefully carried out all 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.

2023-05-12 player account Martin121 was closed without the right to open and the balance was canceled due to violations of the rules of our casino, according to paragraph rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities, or breach 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.

2023-05-15 An email was sent to the player with detailed information about the reason for closing his account to his email: mer*******ro@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.

I want to clarify, you do not allow the earnings to be withdrawn by astro pay the prepaid card, second game for fun to spaceman I put the money I earned back, I do not

I sent no mail game several times a day to spaceman I lost and won several times. I don't do money laundering, I have a paycheck that accredits my funds, they would have to use the same method for deposit/withdrawal. It would be nice if they made another rule, it is not allowed to play the same game several times and bet as you want, if I play for fun to pass the time and have the adrenaline of playing with real money. I do the same method to play, withdraw and deposit again. I did not do any money laundering, I have a paycheck so you can verify yourselves. I request that they evaluate me again and communicate or leave a contact number with said department, since they do not respond by email. Kind regards

Quiero aclarar ustedes no dejan retirar las ganancias por astro pay la tarjeta prepaga, segundo juego por diversion a spaceman vuelvo a poner el dinero que gano, no me

enviarom ningun mail juego varias veces al dia a spaceman perdi y gane varias veces. No realizo lavado de dinero tengo recibo de sueldo que acredita mis fondos, tendrian que poner el mismo metodo para deposito/retiro. Estaria buen que hagan otra regla no se permite jugar el mismo juego varias veces y apostando como quieras, si juego por diversion para pasar el rato y tener la adrenalina de jugar con dinero de verdad. Hago el mismo metodo para jugar, retiro y vuelvo a depositar. No realize ningun lavado de dinero tengo recibo de sueldo para que puedan verificar ustedes mismos. Solicito que me vuelvan a evaluar y comunicar o dejen plasmado un numero de contacto con dicho departamento, ya que por mail no responden. Saludos cordiales

Dear Smokace Casino,

Thank you for your response and the information provided.

Could you please provide us with the player's transaction history? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

Additional information has been sent to the email address you specified at: stefan.m@casino.guru.

Please review them.

Best regards.

Smokace Casino Risk Department.

Dear Smokeace Casino,

Thank you for the provided information.

Could you provide us with the player's game log? So we can have a closer look at the gameplay.

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

The game log has been sent to the email address you specified at: stefan.m@casino.guru.

Please review them.

Best regards.

Smokace Casino Risk Department.

…

Dear Smokeace Casino,

Thank you for your response and the provided evidence. I will review the game log and come back to you.

Thank you very much for your patience.

Kind regards,

Stefan

…

…

Dear Martin121,

I have reviewed the provided transaction history and game log. You have deposited all the funds via Astropay and have withdrawn all funds via Skrill. You have withdrawn similar amounts as the deposit amounts and this behaviour doesn't look like a recreational play.

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