Smash Casino - general discussion

If you want to discuss anything related to Smash Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I trusted this platform to help resolve a serious withdrawal issue, but the experience was extremely disappointing. Delays, generic responses and a lack of meaningful action made the entire process frustrating and time-consuming. Players expect transparency and real support when money is involved. Unfortunately, that was not my experience at all. I would think twice before relying on this service again.

Hello, I understand you are not entirely satisfied with the efficiency, and thank you for reminding us what others expect. I can see that you submitted your complaint request eleven hours ago, so perhaps it's some kind of misunderstanding for now.

In any case, the first response you get is automated and is based on the details you provided in the request. For example, if the withdrawal request is not older than 14 full days, we won't engage in further action, just as stated in the complaint, I reckon . First of all, each casino has 14 full days to resolve the issue without our direct intervention. I understand you had different expectations; these instructions will help you recognize how the complaint process works:

https://casino.guru/guide/complaint-resolution-instructions#process 👈

Let me know if I can help with further details. I get first experiences can be complicated.

Big delays in smash casino

I found this post in another thread, so I guess we can keep in touch here. Hopefully it won't take any longer.

I've played Ace superscatter at other Casinos, on this however there are alot of buggs.

The freespin rules are at least 3 scatters in any combination should trigger freespins (witch is true and works on all other casinos) and there are extra winnings for landing super scatter symbols.

However, here, no freespins or extra winnings even occurs. Have reported this but customer support "VIP", just say there is nothing wrong.

Even when a round ends with wilds on row 2 and 3 without wins 😆

Dont play at this casino.

Hello, if the game really behaves differently at this casino than it does at other casinos, and you've already reported it but the casino simply insists that nothing is wrong without investigating it further, then I can understand why you're concerned.

Ideally, the casino should at least check the issue with the game provider to verify whether everything is functioning as intended. If they aren't willing to do that, it's difficult to know what else you can do from your side.

If I were in your position and I wasn't confident that the game was working correctly, I probably wouldn't continue playing it at this casino either.

Thanks for sharing your experience with the community.

Hello , smash casino send me an email as they going to bring my deposited money in 15 working days and block my account, now more then 15 days and I don’t see my money

I send an email to support team but they just very sorry and ignore me

Hello. Just so I understand correctly, you deposited money into the casino, but it never appeared in your casino account, is that right?

If so, have you also contacted the payment provider you used for the deposit to confirm that everything was processed correctly on their end and that the money left your bank account successfully?

If the casino told you they would get back to you within 15 days and they still haven't, I would consider filing a complaint with us. I should mention, though, that deposit-related issues are generally difficult for our team to resolve directly, and we usually allow about a month for these kinds of problems to be sorted out.

Still, you can certainly go down that route. At the very least, our team will be aware of the issue and may later try to contact the casino on your behalf. If they simply tell you it will be resolved within two weeks, nothing happens, and then they start ignoring you, that's definitely not how things should be handled.

I don’t remember payment provider but they was asking me to provide it, I text for them that my account been verified and I no need to do anything more , I won 600 euro , I been waiting and asking them when my withdrawal will be approved, after 2 week waiting they send me an email that in 15 working days they will send my deposited money back to my account as they have a issues to approve my withdrawal. Can you try to contact smash casino and help me?

For us to contact the casino, you will need to open a complaint first, and we can at least try to help.

If our team is able to assist you in any way, they will do their best to do so.

How can I submit a complaint here?

Now I have to complain about Smash Casino as well. My account is fully verified. A withdrawal of €256 in August was confirmed within 12 hours. But now, I’ve been waiting a total of 7 days for a withdrawal of €559. Live chat just keeps telling me to be patient and that they are busy, even though I was assured that withdrawals would be processed within 3 days. What can I do ?

Hi Lucas. I understand why this delay is making you suspicious, especially when you are fully verified and your previous withdrawal in August was approved within 12 hours, while the current €559 withdrawal has already been pending for seven days.

A heavier workload can cause delays, but repeatedly giving you the same general answer without a concrete update or payment date is not very reassuring. Seven days alone does not prove that the casino is fake, but caution is certainly understandable here. Smash Casino currently has a Low Safety Index, and several complaints have already ended unresolved because the casino did not cooperate with our Complaints Team.

Given these circumstances, I think it would be reasonable to submit a complaint now. I want to be transparent that if the casino continues not to communicate with us, we may not be able to resolve your case either. Still, submitting it can be worthwhile because an unresolved complaint may add black points and further lower the casino’s Safety Index, helping to warn other players. Also, it's good to know we give to casinos 14 days to resolve KYC or withdrawal.

For now, please do not cancel the withdrawal or gamble with the pending funds. Is the withdrawal still showing as pending in your account, and has the casino requested any additional verification?

Hello, Thank you for your quick reply. My withdrawal is still marked as "in progress." Live chat just tells me to be patient because the finance team is very busy. According to live chat, they don't need any further documents from me.

If the withdrawals are still in progress and the casino is not asking you for any additional documents, I would give them a little more time for now. I know waiting is frustrating, but sometimes patience really is the player’s strongest weapon in these situations.

Hopefully, the money will arrive soon. If nothing changes and the casino still cannot provide a proper update, you can then submit a complaint with us.