Smash Casino - Player's winnings have been confiscated and account closed.

Hey.

I deposited 2 times on this casino, first time 50 euro other time 25 euro, got 75 euro to play with the second time (50 euro bonus)

Won up to 626 euro and got the KYC done (took a few days)

Now i got a mail i got banned and got my "75 euro" back and are blacklisted.

626 euro is taken from me, with no explanation more then i breached the Kyc. I did not use any vpn, played only hacksaw on low bets.

What can i do? smash.casino is the name (aboutslots have them on their affiliate)

Feels very fishy.

Hope you can help me.

3.1.2. You are not allowed to register on the Website and use our services if you are a resident of, or accessing the Website from, USA, Netherlands, France, United Kingdom, Australia, Cyprus, Spain, Austria, Comoros, Germany, Sweden, Dutch West Indies (Aruba, Bonaire, Saba, Statia, St Martin and Curacao), all FATF Blacklisted countries (such as Iran, North Korea etc.) and sanctioned countries, any other jurisdiction that the Central Government of Curaçao (formerly the Netherlands Antilles) deems online gambling illegal or which are are blacklisted and other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion.

Im from Sweden, but they allow swedes to choose their number put up the kyc and get swedish promotion every single day.

So this site is something else.

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 Casino.

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?
• How did you learn about your account being blocked? Do I understand correctly that the casino blocked you shortly after submitting documents for verification?
• Could you please confirm that you registered using your correct Swedish address in the casino?
• 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?
• If there is any further communication exchanged between you and the casino at the time or more recently? 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

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I have been there since 4 of april, got an offer from aboutslots and signed up as usual, my mail + which country im from, during that time i deposited 50 euro which i lost. No special case there.

Later i added 25 euro got 50 euro and wagered it.

How did you learn about your account being blocked? Do I understand correctly that the casino blocked you shortly after submitting documents for verification?

Yeah, just a few days afterwards they banned me, they never stated the reason. They have not replied to me since.

Could you please confirm that you registered using your correct Swedish address in the casino?

Correct, i chosen my correct adress and also in the registration i chosed the right country which they had in their dropdown-list and still do. See attached.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Slots, hacksaw mainly (chaos crew 2 and 3), they are not on a TOC list.

Did you achieve your current balance with the help of a bonus?

Yes

If there is any further communication exchanged between you and the casino at the time or more recently? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

No, they banned and blocked me and it ALSO seems like they did that with quite a few people, i read the latest reviews on aboutslots and more and more people are writing this.

All their mails are in both Swedish and English i have to add.

Hope this helps.

Worth mentioning aswell, i did NOT recieve 75 euro, i got my last deposit back 25 euro.

Dear tompaco83,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello tompaco83,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Smash Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tompaco83

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 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.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal V