The player from Italy has a complaint regarding the sudden closure of her account after a withdrawal request on April 19, 2026, despite having completed the KYC process and provided all necessary documents. She believes the closure is unjustified and is seeking immediate payment of her winnings.
Smash Casino - Player's account has been closed without reason.
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Waiting for player to reply
6d 22h 40m 35s
Smash Casino
Safety Index:Fresh casinoCase summary
Discussion
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20 hours ago
Translation
I would like to file a formal complaint against the casino in question for behavior that I believe to be unfair and unjustified.
On April 19, 2026, I made a withdrawal request from my account.
After four days of waiting, during which I was not notified of any issues, my account was suddenly closed without a valid reason.
This is the message they sent me when they blocked my account:
I would like to clarify the following:
- My account was fully verified (KYC completed)
- All required documents have been sent to the casino and have been approved by the casino itself
- I have not violated any terms or conditions
- I have not engaged in any irregular or suspicious activity
I find it unacceptable that a casino can:
- Blocking an account without providing evidence of an alleged violation
- Withhold legitimately won funds
- Avoid any transparent explanation
My primary goal is to recover my funds. I'm not interested in reopening my account or continuing to play on this platform, given the way the situation was handled.
I therefore request immediate payment of the requested withdrawal.
I ask Casino Guru to intervene to mediate and ensure that the casino operates fairly and transparently.
Automatic translation:
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1 hour 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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1 hour ago
Dear nan74,
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.?
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Did you accumulate your winnings with or without an active bonus?
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
Petra
