Smash Casino - Player’s winnings have been confiscated.

I registered and played at Smash Casino after depositing approximately £100. I played normally and later won approximately £270. Following my withdrawal request, the casino requested KYC verification documents. I submitted all requested documents, and afterward I received confirmation from the KYC department that my account was "fully verified."

After my account had already been verified, the casino suddenly informed me that my account was permanently closed due to an alleged breach of their Terms and Conditions. However, they did not specify which exact rule I allegedly breached, nor did they provide any evidence supporting this accusation.

The casino refunded only my deposit and confiscated my winnings.

I believe this is unfair because:

the casino accepted my deposits,

allowed me to play normally,

completed full KYC verification,

and only after I requested withdrawal did they suddenly claim a breach of Terms and Conditions.

I contacted the casino requesting:

the exact clause allegedly breached,

details of the alleged violation,

and evidence supporting their decision,

but I have not received a meaningful response.

I am requesting assistance in reviewing this dispute and helping obtain a fair resolution regarding my confiscated winnings.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smash.

Please allow me to ask you a few questions so I can better understand the situation.

• 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)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or 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,

Tomas