The player from the United Kingdom faced account closure without a valid reason, which resulted in the withholding of 700 EUR in winnings while only his 50 EUR deposit was returned. Despite having verified documents and confirmations from agents that his account was active, he was given no specific reason for the closure or breach of terms. The player did not respond to the Complaints Team's requests for further information and communication with the casino. Consequently, the complaint was closed due to lack of response, with the option to reopen it remaining available.
Smash Casino - Player's account has been closed with no explanation.
Closed
Our verdict
Player stopped responding
Amount: 700 DGB
Smash Casino
Safety Index 4.2 LowCase summary
Discussion
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2 months ago
They closed my account without valid reason one day before my payout, withheld 700 EUR in winnings, and only returned my 50 EUR deposit. All my documents were fully verified and approved, and three of your agents confirmed my account was in order and active awaiting payment. They claimed a breach of terms and conditions, but you never specified which rule I allegedly broke, provided no evidence, and gave no clear explanation. Additionally, all the proved I have in my phone cause they closed my account intentionally to pay me . A detailed written explanation of why my account was closed, along with clear supporting evidence
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can 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,
Attila
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2 months ago
Dear Sebaa123,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
