Smash Casino - A conta do jogador foi encerrada sem motivo aparente.

I would like to file a formal complaint against the casino in question for behavior that I believe to be unfair and unjustified.

On April 19, 2026, I made a withdrawal request from my account.

After four days of waiting, during which I was not notified of any issues, my account was suddenly closed without a valid reason.

This is the message they sent me when they blocked my account:

I would like to clarify the following:

• My account was fully verified (KYC completed)
• All required documents have been sent to the casino and have been approved by the casino itself
• I have not violated any terms or conditions
• I have not engaged in any irregular or suspicious activity

I find it unacceptable that a casino can:

• Blocking an account without providing evidence of an alleged violation
• Withhold legitimately won funds
• Avoid any transparent explanation

My primary goal is to recover my funds. I'm not interested in reopening my account or continuing to play on this platform, given the way the situation was handled.

I therefore request immediate payment of the requested withdrawal.

I ask Casino Guru to intervene to mediate and ensure that the casino operates fairly and transparently.

Desidero presentare un reclamo formale nei confronti del casinò in oggetto per un comportamento che ritengo scorretto e ingiustificato.

In data 19 Aprile 2026, ho effettuato una richiesta di prelievo dal mio conto.

Dopo quattro giorni di attesa, durante i quali non mi è stata comunicata alcuna problematica, il mio account è stato improvvisamente chiuso senza una motivazione valida.

Questo è il messaggio con cui mi hanno avvisato di aver bloccato il mio conto:

Tengo a precisare quanto segue:

• Il mio account era completamente verificato (KYC completato)
• Tutti i documenti richiesti sono stati inviati al casino e sono stati approvati dal casinò stesso
• Non ho violato alcun termine o condizione
• Non ho effettuato alcuna attività irregolare o sospetta

Ritengo inaccettabile che un casinò possa:

• Bloccare un account senza fornire prove di una presunta violazione
• Trattenere fondi legittimamente vinti
• Evitare qualsiasi spiegazione trasparente

Il mio obiettivo principale è esclusivamente il recupero dei miei fondi. Non sono interessata alla riapertura del conto né a continuare a giocare su questa piattaforma, viste le modalità con cui è stata gestita la situazione.

Richiedo pertanto il pagamento immediato del prelievo richiesto.

Chiedo a Casino Guru di intervenire per mediare e garantire che il casinò agisca in modo corretto e trasparente.

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.

Dear nan74,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

HI,

• I only played slot machines
• I provided my ID (front and back) and my proof of residence, the last one I sent on April 19th
• I accumulated the winnings partly with my real balance and partly with their welcome bonus, I respected all the conditions in their terms and conditions so I don't understand this block and above all I don't understand why they don't want to pay my remaining balance.

I hope you can help me make sense of this mess and get my balance back.

Ciao,

• ho giocato solo alle slot machine
• ho fornito il mio documento d'identità (fronte e retro) e la mia prova di residenza, l'ultimo l'ho inviato il 19 aprile
• ho accumulato le vincite in parte con il mio saldo reale e in parte con il loro bonus di benvenuto, ho rispettato tutte le condizioni nei loro termini e condizioni quindi non mi spiego questo blocco e soprattutto non mi spiego perché non vogliano pagare il mio saldo residuo

Mi auguro che possiate aiutarmi a far ragionare questo casino e a farmi recuperare il mio saldo

Thank you for your reply and for providing the previous details, nan74.

• What method did you use to request the withdrawal on April 19, 2026? Was it verified?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

HI,

• Yes, the withdrawal method used is SEPA bank transfer and all required documents have been submitted and verified.
• After the casino informed me that they had blocked my account, I asked for clarification by sending them this email:

They didn't bother to respond and instead closed the ticket as if the issue had been resolved.

I haven't heard back from them.

Ciao,

• sì, il metodo di prelievo utilizzando è il bonifico SEPA e tutti i documenti richiesti sono stati inviati e verificati
• dopo che il casino mi ha informato di aver bloccato il mio conto, ho chiesto chiarimenti inviandogli questa email:

loro non si sono degnati di rispondere e anzi hanno chiuso il ticket come se la questione fosse risolta.

Non ho avuto piu nessuna risposta da parte loro.

Dear nan74

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 Romi (romana.r@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,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Smash Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Smash Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi