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Hey, I requested the closure of the account on August 6, 2023, and they did not close this account. Additionally, on August 10, 2023, I requested the closure of the account, but they did not close it either; instead, they offered some bonus deals. Therefore, I would like my funds to be returned to my account, as I consider this to be unfair.

Dear Geisseli,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

I sent them to your email. I said to close my account immediately and they didnt!

Dear Geisseli,

Thank you for your email.

I would recommend you request a self-exclusion of your account in the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (your reason for closing the account)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@smokace.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hello, I have just been banned from a casino due to gambling addiction. I will still receive advertisements from that casino and sister casinos as well!

Hei, minut on nyt vasta suljettu kasinolta peliriippuvuuden takia. Sähköpostiini tulee edelleen mainokset kyseisestä kasinosta ja myös sisarkasinoista!

Thanks for the update.

Do I understand correctly you are receiving marketing communication from Smokace Casino even after the casino self-excluded your account?

Is there no option for you to unsubscribe from marketing communication?

Have you also requested a self-exclusion from websites associated with Smokace Casino? Please understand casinos under a Curacao license might not necessarily self-exclude your accounts in associated casinos automatically.

Our recommendation is to request separate self-exclusion requests for each website you have an open account in.

Please let me know about the result. I'll await your reply.

Dear Geisseli,

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.

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.