The player from British Columbia had won $1700 at a casino where she had not claimed any bonuses. Upon attempting to withdraw her winnings in smaller increments, her account was closed, and she received no response to her inquiries regarding the terms and conditions she had allegedly violated. As it had a history of ignoring communications, the complaint was closed as unresolved, and the casino's rating was negatively affected. The player was advised to contact the relevant gaming authority for further assistance.
Smash Casino - Player's account has been closed without explanation.
Unresolved
Our verdict
No reaction policy
Black points: 231
Amount: C$1,700
Smash Casino
Safety Index 4.2 LowCase summary
Discussion
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3 weeks ago
I just started playing at this casino and I did not take any bonus. No deposit bonus, no free spins. I played and I won $1700. And when I tried to withdraw it, they even told me I can't withdraw that amount for me to do smaller increments. So when I did all of a sudden, I have now when against the terms and conditions.But then they automatically close my account.Would let me access?Anything wouldn't answer any of my emails and I ask them what term and condition did.I violate, nobody has ever gotten back to me.I've never seen a dime
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3 weeks ago
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3 weeks ago
Dear Mitchiebc1980,
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.
- Did you pass the verification before you lost access to the account?
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 weeks ago
Yes i pass a verification before I lost the account. I don't know exactly, but I was only a member there for maybe a couple months.And then the moment that they verified my account and then sent me an email said, everything was good then right after that.They sent me another email about later.That night or the next day, stating that my account has been closed and I didn't follow terms and conditions. Hi, you and sent him an email asking them what terms and conditions that I failed to follow and they have never responded to me. I only played slots there.That was it.
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3 weeks ago
These are the emails that were sent back-and-forth between me and the online casino smash.
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2 weeks ago
Dear Mitchiebc1980,
Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 5+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.
Regrettably, we have no other choice since it seems to be a common practice for Smash Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Smash Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.
You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
Best regards,
Jean
Casino.Guru
