The player from Greece had requested self-exclusion from the casino three times via email, but his account remained open. He continued to play and lose money, seeking assistance. The player eventually marked the complaint as resolved.
Smokace Casino - Player’s self-exclusion request is not processed.
Resolved
Our verdict
Case closed
Amount: ??
Smokace Casino
Safety Index:Very highSafety Index
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9.4
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Case summary
Discussion
Public
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2 days ago
Translation
GOOD EVENING. I HAVE REQUESTED VIA EMAIL 3 TIMES SELF-EXCLUSION FROM THE SPECIFIC CASINO AND THEY ARE NOT CLOSING MY ACCOUNT. I CONTINUE TO PLAY AND I AM LOSING A LOT OF MONEY, I AM BEING ASKED FOR YOUR HELP, THANKS
Automatic translation:
Public
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yesterday
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yesterday
Dear Leoziniopas,
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 and can even try to keep the player by offering bonuses or other special advantages.
On the other hand, self-exclusion does. If a player successfully requests a self-exclusion, the casino agrees not to open this account, or if so, 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? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
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yesterday
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Leoziniopas,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
