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
