Smash Casino - Spelarnas vinster konfiskeras.

I deposited €37 at Smash Casino using a 100% bonus. In the end, I withdrew €4,000. After the finance department reviewed the withdrawals, the €4,000 was withheld, allegedly because I had violated the bonus terms and conditions.

Specifically, at the time of the bonus, I would have played the prohibited game "Book of Dead" with a stake of over €2. However, no warning or similar notification appeared while playing. There was also no technical block, as is the case with other casinos. I was simply informed that I had accepted the terms and conditions when making my deposit.

They weren't interested in a solution involving a payout of half, i.e., €2,000. Since there was no warning whatsoever during the game, I consider this fraudulent.

Ich zahlte 37€ bei Smash Casino ein mit einem 100% Bonus. Am Ende habe ich 4.000€ zur Auszahlung gebracht. Nachdem die Finanzabteilung die Auszahlungen geprüft hat, wurden die 4000€ einbehalten, da ich angeblich gegen die Bonusbedingungen verstoßen habe.

Konkret hätte ich zum Zeitpunkt des Bonus mit einem Einsatz von über 2€ und das verbotene Spiel „Book-of-Dead" gespielt. Es erfolgte jedoch beim Spielen kein Warnhinweis oder Ähnliches. Auch eine technische Sperre ,wie etwa bei anderen Casinos, war nicht vorhanden. Man hat mich lediglich darauf verwiesen, dass ich beim Einzahlen die Bedingungen akzeptiert hätte.

An einer Lösung in Form der Auszahlung der Hälfte, sprich 2.000€ waren sie nicht interessiert. Da keinerlei Warnung während dem Spielen erfolgt ist, empfinde ich das als betrügerisch.

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 for submitting your complaint. I’m sorry to hear about your experience at Smash Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• Are you aware of having placed bets above the allowed maximum?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila