Smash Casino - Player's winnings are being confiscated.

Ich zahlte 37€ bei Smash Casino ein mit einem 100% Bonus. Am Ende habe ich 4.000€ zur Auszahlung gebracht. Nachdem die Finanzabteilung die Auszahlungen geprüft hat, wurden die 4000€ einbehalten, da ich angeblich gegen die Bonusbedingungen verstoßen habe.

Konkret hätte ich zum Zeitpunkt des Bonus mit einem Einsatz von über 2€ und das verbotene Spiel „Book-of-Dead" gespielt. Es erfolgte jedoch beim Spielen kein Warnhinweis oder Ähnliches. Auch eine technische Sperre ,wie etwa bei anderen Casinos, war nicht vorhanden. Man hat mich lediglich darauf verwiesen, dass ich beim Einzahlen die Bedingungen akzeptiert hätte.

An einer Lösung in Form der Auszahlung der Hälfte, sprich 2.000€ waren sie nicht interessiert. Da keinerlei Warnung während dem Spielen erfolgt ist, empfinde ich das als betrügerisch.

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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

Hi Attila,

ich wurde zu keinem Zeitpunkt gewarnt oder darauf hingewiesen. Es handelte sich um meinen Ersteinzahlungsbonus (demnach mein erster Bonus). Mit diesem Geld konnte ich alles uneingeschränkt spielen.

Mir war nicht bewusst, dass ich über dem erlaubten Betrag spiele, da ich Warnungen/Sperren diesbezüglich von anderen Casinos gewohnt bin.

Das Casino beruft sich auf zwei Unterabschnitte der AGB, welche ich angeblich bei der Einzahlung mit dem Bonus akzeptiert habe und demnach hätte wissen müssen.

Den Mailverkehr schicke ich per Mail.

Vielen Dank.

Dear Player,

Thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Guten Tag,

nach Kontaktaufnahme mit Smash Casino wurde mir mitgeteilt, dass sie keine Möglichkeit haben den detaillierten Wettverlauf anzuzeigen. Wenn benötigt leite ich die Mail gerne weiter.

Dear Alex1202,

Thank you for your response and for your cooperation throughout this complaint.

According to the bonus T&Cs:

7.16. The maximum allowed bet for wagering the bonus is 2 EUR.

Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

Based on the evidence currently on record, we are unfortunately not able to proceed with this case.

The casino has stated that your winnings were voided due to a breach of the maximum allowed bet rule while playing with an active bonus. According to the applicable bonus terms, placing bets above the permitted maximum during bonus wagering may result in the forfeiture of winnings.

I understand that you were not shown any warning or notification when accessing the restricted game or placing bets above the allowed limit. We also believe that casinos should ideally implement these restrictions at the software level or, at the very least, clearly warn players before they can breach the bonus rules. However, the absence of such a warning does not, by itself, override the casino's Terms and Conditions.

At the same time, you have not denied that bets exceeding the permitted maximum were placed, and we have not received sufficient evidence to contradict the casino's position or demonstrate that the bonus terms were not breached.

In disputes of this nature, detailed gameplay records are essential to establish whether the bonus conditions were followed correctly. Unfortunately, these records are not available in a form that would allow us to contradict the casino's decision.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila