The player from Germany is facing difficulties withdrawing €4,000 from Smash Casino, as the finance department withholds the funds for allegedly violating bonus terms by playing a prohibited game, 'Book of Dead.' He claims there were no warnings or blocks during gameplay and that they dismissed a proposed payout of €2,000.
Smash Casino - Player's winnings are being confiscated.
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Smash Casino
Safety Index 4.8 LowCase summary
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3 days ago
Translation
I deposited €37 at Smash Casino using a 100% bonus. In the end, I withdrew €4,000. After the finance department reviewed the withdrawals, the €4,000 was withheld, allegedly because I had violated the bonus terms and conditions.
Specifically, at the time of the bonus, I would have played the prohibited game "Book of Dead" with a stake of over €2. However, no warning or similar notification appeared while playing. There was also no technical block, as is the case with other casinos. I was simply informed that I had accepted the terms and conditions when making my deposit.
They weren't interested in a solution involving a payout of half, i.e., €2,000. Since there was no warning whatsoever during the game, I consider this fraudulent.
Automatic translation:
Public
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yesterday
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Public
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yesterday
Hello,
Thank you for submitting your complaint. I’m sorry to hear about your experience at Smash Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.
- Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
- Do you have access to your gameplay history in your account? If yes, could you please share it with us?
- Are you aware of having placed bets above the allowed maximum?
- If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Attila
