Smash Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

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