Smash Casino - Pelaajan voitot on takavarikoitu.

​I am disputing the confiscation of £850 from Smash8.casino. The casino voided my winnings, claiming a breach of Point 7.6 (restricted games during bonus play). I strongly disagree with this for the following reasons:

​1. Incomplete Restricted List: A substantial portion of my winnings (over £500) was generated on Big Bass Float My Boat and Burning Desire. I have verified that these specific titles are NOT included on the restricted list in the casino's terms (screenshot attached). The casino is unfairly voiding funds won on permitted games. I also played various other games and also won there too

​2. No Software Block or Warning:

The casino software did not block restricted titles or provide a pop-up warning when I opened them. I played various games in good faith, assuming the software would enforce any active restrictions. Confiscating the entire balance is a disproportionate penalty for a failure in the casino's own player protection systems.

​4. Refusal of Data:

I requested my betting history to prove the split between permitted and restricted game wins. The casino (via agent "John") refused, claiming my own transaction history is "internal data." This is a breach of transparency and prevents me from verifying the casino’s claims.

5. I have been playing on this since since the 4th of April and played with or without bonus money. I tried to witjdrawl previously and I had to verify my identity which I did. I then tried to withdraw and was told I needed to do it again dispite the fact they already fully verified me and docs were in date.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. We believe that games restricted for bonus play should be blocked at the software level—that is, the casino’s platform should prevent players from placing bets on games that are not allowed while completing bonus wagering requirements.

• Could you please provide a link or a screenshot of the bonus you activated and played with?
• Have you made any successful withdrawals from this casino before?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

​Hello Veronika,

​Thank you for taking my case. Regarding your questions:

​The Bonus: I played with a deposit bonus. I have attached the screenshot of the restricted list provided by the casino in my original case. As you will see, the titles I played (specifically Big Bass Float My Boat and Burning Desire i did play lots of other ones) are not even on their list of restricted games.

​Previous Withdrawals: No, I have never had a successful withdrawal from this casino.

​VPN: No, I have never used a VPN or any location-masking software.

​I would also like to highlight that the casino has refused to provide my game logs/transcripts, claiming they are "internal data." I believe this is because the logs would prove my winnings came from non-restricted games.

Thank you.

Dear Chaz2004941

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.k@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,

Veronika

Hello Chaz2004941,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Smash Casino to join the conversation.

Dear Smash Casino,

While we acknowledge that, as per the industry standards, it is the responsibility of each player to review and comply with the applicable bonus terms prior to participation, however, relying solely on players to interpret and adhere to at times extensive lists of restricted games is not considered a sufficiently user-friendly or effective safeguard.

As part of our efforts to promote a fair and transparent gaming environment for both players and operators, we take the view that where restricted games remain freely accessible without clear and enforced limitations, the subsequent voiding of winnings may not align with fair and transparent practices.

In particular, if a game is available to the player without any visible or system-enforced restriction—and the player has not actively bypassed any stated limitations—then, provided no other rules have been breached, the resulting winnings should be honored. This does not apply in cases where bonuses are explicitly limited to specific games or where restrictions are clearly and prominently communicated and enforced.

With this in mind, I would kindly encourage you to review the circumstances of this case once again and consider whether a more balanced resolution may be appropriate. I remain open to further discussion and cooperation in order to reach a mutually acceptable outcome.

If there are any additional factors relevant to this case that maybe cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru

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 Chaz2004941,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side.

While I acknowledge the casinos Terms and Conditions and that, as a general principle, it is the player’s responsibility to review and understand bonus terms prior to participation, the practical application of these rules must also be considered.

In particular, if the games in question were fully accessible to players without any restrictions being enforced at a technical level, and no pop-up warnings, in-game notifications, account messages, or similar alerts were provided to clearly indicate that such gameplay was not permitted under an active bonus—or that it could lead to confiscation of winnings—then the enforcement of such penalties may raise concerns from a fairness and transparency perspective.

As per our Fair Gambling Codex: Our Views on Problematic Areas

we don't consider the casinos actions as fair in this instance. In most other top casinos, they would likely choose a more considerate and user-friendly approach.

I will mark the complaint as Unresolved - Against Fair Gambling 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 and handles the matter appropriately, we will reopen the complaint, and you will be notified by email.

In the meantime, if you want to take your complaint further, you can submit a complaint to the Anjouan Gaming Authority.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Smash Casino has not engaged or responded within our own dispute resolution process as an reputable alternative dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes. I am sorry I couldn't be of more help on this occasion.

Best regards,

Michal

Casino Guru