Smash Casino - Player's account has been closed abruptly.

After unlocking a bonus, I made two withdrawals of €1,000. Once I completed the process, I was waiting for the withdrawal results. By continuing to play, I won another €4,000 that was already in my account. I wrote in chat, I hope that after one lucky opportunity, you don't make up stories to avoid paying, because I'm waging war. After two seconds, they closed my account, and I can't log in. They're not responding to messages. Please help me. I'm feeling bad about having gotten lucky once.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Is your player's account verified? Have you made any previous deposits or payouts?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which bonus have you activated in the casino? Share a screenshot or other relevant information regarding the bonus you activated.
• Could you please share with me your communication with the casino regarding when you attempted to contact the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I responded by email, but I haven't received a response. That's fine, I think this is a joke and doesn't help anyone.

Thanks for your patience and the information provided.

• Could you please specify how much your balance was at the time you made the comments the casino refers to in their email to you?
• Is there any reason the casino refers to a refund instead of a payout of your winnings?
• Could you please explain what you mean by your last post?

Looking forward to your reply.

The casino never talked about a refund, they simply closed my account and never responded again, I had 4000 euros in my account I'm attaching a screenshot and 2 withdrawals of 1000 euros total 6000 euros

Dear Love1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Love1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Smash Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Can you provide us with game history, which could prove the funds have been used for regular gameplay? In case they have not, we believe they should be refunded in full.

Thank you in advance for providing us with your view of the issue.

I sincerely hope you'll help me. 6,000 is a significant sum, and since that day I've been unable to live. I'm undergoing treatment. Being excluded without a valid reason, without further explanation, hurts. I feel bad.

But what do they care about answering, they pocketed 6,000 euros. And the punishment they'll get is a bad review? Oh, it doesn't matter, God is great.

Dear Love1,

I am sorry to say that I believe we will not receive a response from the casino. Since we are unable to obtain any information which would allow us to properly verify their claims or move the case forward, we are unable to continue with the complaint resolution process and will be forced to close this complaint as unresolved.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find in the footer of the casino's website or on this link. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

The casino may reopen this complaint at any time should they decide to cooperate further.

Kind regards,

Martin