Delaying payment of 2500 euro and not answering emails

Dear AskGamblers Team,

I am reaching out to request your assistance regarding an issue with SmokAce Casino.

SmokAce Casino features a "Tokens" system, prominently accessible from the side menu of their site. Users earn SMOKY tokens by wagering on any casino game, which can then be converted to real money at a rate of 0.004 USD per token. While this initially appears to be a typical rakeback feature, there’s an additional element: alongside tokens, players earn "hold limits." Players have the option to hold their tokens instead of converting them into real money, utilizing their hold limit. By doing so, they receive a small share of the casino’s profits during the holding period.

This setup bears an unsettling resemblance to traditional investment scams. In such scams, victims are lured by promises of attractive returns on investments, but the perpetrators ultimately keep the money for themselves. To gain trust, scammers may allow some initial withdrawals, convincing victims of the scheme’s legitimacy and encouraging them to invest more. However, when the victim tries to withdraw a significant amount, the scammers block access and pocket the funds.

SmokAce Casino’s model appears to follow a similar pattern. By promising profit-sharing for token holders, the casino strongly incentivizes players to earn and hold tokens rather than converting them into cash. At one point, the casino even sold tokens directly for real money, some of which I purchased.

I was intrigued by this feature and opted to hold my tokens rather than withdraw them. As mentioned, I even purchased additional tokens. I continued to play daily, accumulating tokens and hold limits. Over the course of this year, I amassed approximately 6.7 million SMOKY tokens, equivalent to 26,800 USD.

On September 20, 2024, I decided it was time to withdraw some of my tokens. The withdrawal limit at the time was 250,000 SMOKY (1,000 USD) per day. I successfully withdrew this amount on three consecutive days: September 20, 21, and 22. However, on September 23, the withdrawal limit was abruptly reduced to 25,000 SMOKY (100 USD) per day—one-tenth of the previous limit.

I contacted live support and was informed that the withdrawal limit on my account had been temporarily reduced. On October 1, I reached out to my VIP manager for clarification, specifically asking why the limit had been reduced so significantly and how long this “temporary” reduction would last.

I was repeatedly told that the TruePlay platform was responsible for setting these limits and that SmokAce Casino had no control over them. Later, I discovered this was an outright lie—it was SmokAce Casino that set the limits. Despite numerous follow-ups, I received no satisfactory answers. I also requested additional information, including the Terms and Conditions governing the TruePlay platform.

After a month of back-and-forth communication, SmokAce Casino updated their Terms and Conditions to include a new section titled “18. Third-Party Services.” This section specifically addressed the TruePlay widget integration and SMOKY tokens, granting the casino sweeping rights over token-related restrictions. Clause 18.3 states:

"SmokAce reserves the right, at its discretion, to restrict the receiving, earning, and withdrawal of SMOKY Tokens based on user activity."

On November 1, I finally received the following response:

"The temporary withdrawal limitation of the Tokens is, indeed, for an undefined period of time. This is due to the fact that the review of the same limit is affected by the account’s activity history. The limit may be set by the Administration for an indefinite period of time. We do not provide the criteria by which the user is checked, his activity, as well as a detailed analysis of actions in the account. Tokens are part of the internal loyalty program, so the Administration fully reserves the right to set any limits and restrictions, as well as not to carry out any checks."

Reluctantly, I accepted these answers and continued withdrawing tokens at the reduced rate of 25,000 SMOKY per day.

However, on November 27, my withdrawal limit was set to zero, completely preventing me from withdrawing any of my remaining 4.9 million SMOKY tokens (worth approximately 19,600 USD).

On November 28, I contacted my VIP manager again, requesting either reimbursement for my remaining tokens or the reinstatement of at least the 25,000 SMOKY daily withdrawal limit. My request was denied, with the casino citing the aforementioned 18th section of their Terms and Conditions.

I believe I was deliberately misled by SmokAce Casino. They lured players with promises of profit-sharing for holding SMOKY tokens while giving the impression that these tokens could be safely withdrawn at their equivalent cash value. It is now clear that they had no intention of honoring their commitments. Instead, they appear to be running a scheme that mirrors an investment scam. Such conduct is unacceptable, especially for a casino ranked as “Great” and trusted by AskGamblers. Moreover, this behavior damages trust in the TruePlay platform and other reputable casinos utilizing it.

I kindly ask for your help in resolving this matter. Specifically, I request:

1. Full reimbursement for my remaining tokens at the agreed value of 0.004 USD per token, or the reinstatement of my previous withdrawal limits.

2. Transparency from SmokAce Casino regarding the criteria used to set individual withdrawal limits.

3. A clear warning on the Tokens page about the risk of withdrawal restrictions, ensuring players understand the potential loss of access to their SMOKY token assets.

Thank you for your prompt attention to this matter.

Best regards,

Manfred

Dear Askagamblers,

I am writing to formally dispute an issue I encountered while playing the Golden Ticket 2 slot game at Casino Smokace.

During a €2 bet, I activated a bonus round. After winning a substantial amount on the initial spins, the game unexpectedly reset. Upon reloading, I was unable to resume the bonus round.

I immediately contacted the casino's support team and followed their instructions to find the specific game ID, date, and time. However, the game history consistently ended before the start of the problematic game. Despite waiting and trying multiple times, I couldn't locate the necessary information.

The casino's support team informed me that without this specific data, they were unable to assist me. I provided screenshots of my browser history as evidence that I had indeed played the game and experienced the issue, but my complaint was dismissed.

I believe this technical error on the casino's part resulted in the loss of my winnings. I am requesting your intervention to resolve this matter and receive appropriate compensation.

I have attached the following as evidence:

* Screenshots of my browser history confirming gameplay of Golden Ticket 2

* Copies of my correspondence with the casino's support team

Thank you for your prompt attention to this matter.

Sincerely,

David

Hello!

I am playing at smokace casino and everything flowed as usual when I'm playing at a casino. I won a little and decided to cash out with no problems. Their Terms of rules was that I could withdraw 1000 euro each time x3 until they have approved withdrawal then I could make a withdrawal again of 1000euro x 3.

I did a withdrawal of 1000 euro x 3 and I got one of the 1000 euro so 2 of the 1000 are still pending.

1 day later I got an email that 1 of the withdraw of 1000 euro had been cancelled and I needed to make a new withdrawal but now I can only take out 500 euro each time. And of course I know why they do this because they want me to play away all the money I have won but this goes far from their rules??

I have mailed their finance department as u can see on the screenshots but have not got any response back. I have texted the live support but they talk like robots. Same answer every time. "contact finance department"....

So now I have got 1000 euro, 2000 euro pending and 10.000euro in my balance.

Ok, 2nd try.

Firstly: I always asked to send me a live chat transcript but I never received one...so this last live chat is copy/paste (I always do this as a sort of backup)

Secondly: the emails that the operator says were mailed to me from their finance department did not end up in my inbox or spam folder.

Thirdly: I do receive loads of promo emails so a kink in the cable, email blocked or so, is nonexistent.

What concerns the €25 I'm trying to withdraw was done when my account was already fully verified.

My first deposit was done through Mifinity as a third-party payment provider for Bancontact (which is linked to my bank account to my name), I tried to withdraw €50 to Mifinity and got a message that I could only withdraw to my bank account or Mifinity if I made a deposit using Bank Transfer first.

Obviously identity is henceforth verified through the payment.

So I deposited €25 and got their second bonus which I wagered.

I tried to withdraw € 50 to Mifinity but it stayed pending the next day, and that's when I contacted live chat (see 1. txt).

I got somewhat angry and said, I'll blow my money away and just close my account.

Upon reaching €25 balance I decided to withdraw a second time and having already opened a topic on the forum about Smokace's handling I got the advice and my own intention for the first time to use AGCCS when I got the same not verified BS through live chat (see 2. txt).

Lastly: I won't be sending any more personal documents as, like I said earlier, I'm verified and the withdrawal is exactly the same amount as the deposit, via the same way I deposited but would now like to withdraw: bank transfer.

The screenshots are proof of my deposit, withdrawal efforts, verified account, and account itself.

Hello!

So I've been playing at this casino for a good while now, winning and losing and most importantly having fun as you should do.

I have nothing negative to say about the site itself, the amount of games and providers is really good.

Now I have won a bigger amount that is currently 3000 Euro waiting for withdrawal. I've been put on hold for around 6 days waiting to get my money but there is an additional check that needs to be done and i have never been put in this situation with a casino before.

So all i am asking is how long is this going to take, I would like to withdraw the money that I have won fairly.

I would like to get help from both parties so that this can be resolved fast.

If the check that they are talking about is going to proceed to the full amount of waiting working days then that would almost mean a full month minus weekends.

That's way too long and I have also read similar reviews where the players have gone and played their pending withdrawal and lost all money. It does feel like it's a stalling process but I'm not sure yet.

Looking forward to hearing from you guys with updates!

Hello,

Made a few deposits, going raw money as I never take bonuses. Got lucky and won quite some, approx. 2400 euro. Played it down to 2000 euro and then made a withdrawal. Apparently they have a 1000 euro withdrawal/day which is fine I guess, but then realized it had to be 2 withdrawals on different days. Made the KYC on the site which was quite smooth but got told by chat support after a day of waiting I had to make additional KYC (sending in pictures of front/back of the card I used to deposit). This still makes sense for a serious site to ask for so no issue here, just a little bit annoyed I hadn't received the info per e-mail that the person in support chat claimed (yes I checked all folders, even spam). Anyhow, after sending in the additional KYC they pushed my first withdrawal of 1000 euros fast. I made another withdrawal of 800 euro and then a day later an additional 100 euro. For some reason this is now being stalled for 4 days. After the 48 hour mark, I started asking support about it once every day and they said that "the financial department is overloaded" and that "I don't have to worry". I've said I'm not worried as I think it's a good and serious site but I would like a time when my withdrawal is scheduled to be done. The only answer I get is "Don't worry, you will get an e-mail once the withdrawal is considered".

I find it a little sad that the withdrawal is taking so long since I otherwise like the site. I also find it a bit weird that the first withdrawal was pushed almost immediately after my KYC (+ additional KYC) got verified, while the other ones were not.

Attaching pictures of time stamp and withdrawal ID's.

Would love to hear from some Smokace employees with insight who could give me a time and not just say that "the financial department is overloaded". Again - I think it's a good and fair site, I just don't like getting told to wait without telling me how long it's going to take.