Beschwerde #30 Smokace Casino

Unfair Token Restrictions at Smokace Casino

Von Manfred

vor 1 Jahr

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

Unseriöses Casino Smokace Casino

Grund Sonstiges

Betrag $19600

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Smokace Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Manfred

• Ungarn

vor 1 Jahr

Dear AskGamblers Team,

Thank you for following up on my complaint and requesting further clarification from SmokAce Casino.

As of now, SmokAce has not addressed my concerns regarding their failure to uphold the terms of our prior agreement. While they have sent additional details to your team, I want to reiterate that their decision to block my access to the TRUEPLAY Widget and deny my token withdrawals is unjustified and not supported by the conditions they themselves set.

Two months ago, SmokAce Casino explicitly stated:
"We are willing to restore your withdrawal limit to 25,000 SMOKY ($100) per day, provided your account shows activity through a deposit equivalent to €500 within the next 7 days. Following this, the limit will be increased to 50,000 SMOKY ($200) per day if activity is maintained over the next 30 days."

This agreement made it clear that the only condition for increasing my withdrawal limit to 50,000 SMOKY per day was maintaining weekly €500 deposits for one month. There were no other requirements. I have fully complied with this condition, yet my withdrawal limit was never increased, and instead, my access to the TRUEPLAY Widget was revoked entirely.

Additionally, SmokAce promised:

"We will ensure that detailed and transparent information about these criteria is made available on the token program page."

and

"We have already started work on adding clear disclaimers to the token program page, including information about potential withdrawal restrictions and their connection to user activity."

None of these promises have been fulfilled. There are still no clear criteria, no transparent explanations, and no explicit warnings informing users that their tokens may be restricted or revoked.

I would appreciate it if you could review the information provided by SmokAce to determine whether their claims are backed by concrete evidence and explicitly stated terms. In the meantime, I remain fully prepared to provide any additional documentation required to prove my compliance with the original agreement.

Please let me know how I should proceed while you review the details submitted by SmokAce.

Best regards,
Manfred

Smokace Casino

• Representative

vor 1 Jahr

Dear AskGamblers Team,

We have provided additional details regarding this case to your email at support@askgamblers.com.

Best regards,
Smokace Casino Team

AskGamblers

• Support Team

vor 1 Jahr

Dear Smokace Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Smokace Casino Beschwerde-Statistik

Gelöst 7 / 7

Durchschn. Betrag $11,873

Durchschn. Dauer 13 Tage

Durchschn. Antwortzeit 2 Tage

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