This block settles exactly how a stuck complaint moves up the ladder until it is resolved.
Your Case Gets a Number
Write to our complaints inbox with your account email and a clear outline of what went wrong, plus any screenshots. The desk logs it and confirms receipt.
A Clear Written Answer
Expect a written reply once the team has reviewed your account and the facts. Ask plain questions if anything in the answer is unclear, and quote your case number.
A Fresh Set of Eyes
Request a manager review when the reply does not settle it. A senior staff member rechecks the decision and responds with their finding in writing.
Smash Casino Licence Holder
Escalate to the Anjouan Offshore Finance Authority if the internal path fails. Send them the full trail of your correspondence and their findings are final.
You Have a Question
Smash Casino Answers the Small Print Questions
Seven fast answers on data requests, closures, licensing and who staffs the desk.
trustWhat happens when I ask to see or delete my data?+
Ask us and we act on it. Send the request from your registered email address to [email protected] and we confirm receipt, then complete the copy or deletion within the time the law allows. Some records we must keep, and we tell you which ones and why.
trustHow long should I wait before escalating a reply?+
Wait for the first reply first. An answer that missed the mark gets escalated when you write again to [email protected], and a supervisor reviews the thread. If that still falls short, you can take the matter to the Anjouan Offshore Finance Authority, which issued our licence.
trustWhat if I decide to close my account permanently?+
Close it whenever you like. Write from your registered email address to [email protected] saying you want the account shut, and we freeze play while we settle any balance owed to you. Clearing the balance usually takes a few working days after the last verification check.
trustWhere does this casino hold its gambling licence?+
Anjouan Offshore Finance Authority supervises us under licence ALSI-631218. Smash Casino LLC, company number 914484, trades from Hombo Road, Mutsamudu. Copies of that licence sit on the page itself if you want the reference in writing.
trustDo I need to wait for business hours to call?+
No booking is needed. Our desk runs 24 hours a day, seven days a week, so an Australian player on a Sunday morning or a Tuesday at 3am reaches the same team. Overseas staff cover the overnight hours while Sydney sleeps.
trustCan I get help in a language other than English?+
Yes, within our four languages. Advisers answer in English, German, Finnish and Norwegian, and English is the default on every channel. Ask for another language at the start of the chat and we route you to the right colleague where one is on shift.
trustCan I be identified without handing over my password?+
Yes, and that is all we check. Give the email address registered to the account plus your full name and date of birth, and an adviser locates you. Anyone asking for your password is not from Smash Casino, so end that conversation.
Who Runs This
You Deserve to Know Who Holds the Licence
After reading this you will know the exact company, licence and address behind Smash Casino.