Smash Casino - Player’s winnings have been confiscated.

Won €2000 with a max win on Sew by Shady Lady . I used my own cash , there were no bonus funds involved with the bonus buy . Submitted my withdrawal and they told me it was all fine but recommended that I cancel it and to make two separate €1000 withdrawals as I would get it quicker . Got an email saying I was fully verified and that I would be paid out within 2-3 days . Yesterday o got an email saying my winnings had been forfeited and my withdraw cancelled because I had played a few spins on ‘John Hunter And The Scarab Queen ‘ whilst using bonus funds . It’s a low volatility Pragmatic game that not only had nothing to do with the win ( I actually lost on that game ) but it also never told me I couldn’t play it . Normally you get a pop up when you click a restricted slot . They never told me I couldn’t play certain games . Feel robbed .

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Dear ryandlis,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you didn't have any active bonuses when playing the restricted game?
• Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The bonus funds were active when I played the John Hunter game yes , but that had nothing to do with the win . I lost on that game , I had no warning whatsoever that I couldn’t play it , it’s not exactly like I was playing roulette or cheating them . It was a good while after that when I had my big win and at that point I was only using cash funds .

Dear ryandlis,

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, Stefan (stefan.m@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,

Kristina

Dear ryandlis,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Smash Casino to join this conversation and assist in addressing the complaint.

Dear Smash Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Looks like they’re about as interested in messaging you as they are me .

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 ryandlis,

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,

Stefan

Casino.Guru