The player from Switzerland encountered difficulties after the casino deactivated his account following a crypto withdrawal of approximately $170 USD. He struggled to access his original account due to login issues and was forced to create a new one, which the casino then claimed was a duplicate. Despite multiple attempts to resolve the situation through email and live chat, he received no response. The complaint was closed due to the player's lack of response to further inquiries and reminders from the Complaints Team. The player retained the option to reopen the complaint if he chose to resume communication.
Snatch Casino - Player is facing account issues and withdrawal problems.
Closed
Our verdict
Player stopped responding
Amount: $200
Snatch Casino
Safety Index:HighCase summary
Discussion
Sensitive attachment
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1 month ago
Translation
Dear Casino.Guru Team,
Since the casino unfortunately refuses to communicate with me, I must ask you to mediate in this matter.
Unfortunately, the matter is a bit more complicated, but I will try to explain it in a way that is easy to understand.
The casino has been around for a while now, and besides iwild and ybets, it replaced its old casino software with a new one about a year ago.
I had been registered there for some time before this change but had only made a few deposits.
After the system change, I noticed that I couldn't log in with either my email address or username, even though the casino was sending me emails. At first, I thought it was just teething problems with the new system and would be fixed soon.
I tried several times, but logging in was impossible. I contacted live chat a few times over the course of time, where they only told me they would forward the issue and get back to me.
When I didn't receive any feedback for the umpteenth time, I registered a new account with the same email address (just a period in between, @gmail.com) and everything was fine.
I never had, and still don't have, a casino account there, and I couldn't find out whether it still exists. Naturally, I also never used this potentially old account (how could I, since the login was dead).
I realized something must be wrong with the old account and casino system because, during registration, the email address was shown as assigned, but at the same time, when using the password reset function, this message appeared:
I have made maybe 2-3 deposits there irregularly (rarely) and, as mentioned, only this one functioning account.
I got lucky with my last deposit last week and withdrew approximately $170 USD via crypto. Since I was still playing with real money at that time, I was able to cancel the bonus funds and no longer had any wagering requirements.
Unfortunately, after a few days, the casino deactivated my account without any email notification and is now claiming it's a duplicate account that was never used and never worked. I created this account on your new website with no malicious intent or to gain any advantage; as mentioned, it was impossible to use the existing one, and no one could or would resolve the issue.
KYC was not requested, as is usually the case with crypto.
I contacted the casino via email, explained the situation, and requested a review. Unfortunately, I have not received a response since Monday.
Automatic translation:
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4 weeks ago
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.
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4 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When was the last time you were able to access your original account at this casino?
- Are you certain that your original account was registered without a dot in the email address?
- Did you attempt to log in using the email address with a dot before creating the new account?
- Did you ever have access to or use both accounts at the same time?
- Were any bonuses or promotional offers activated on either account?
- Was the original account ever fully verified?
- Do you have any screenshots, emails, or chat transcripts showing that you contacted customer support to resolve the login issue before creating a second account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Dear hugbearli,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
