The player from Switzerland had encountered difficulties after the casino deactivated his account following a crypto withdrawal of approximately $170 USD. He had 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 had 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 had retained the option to reopen the complaint if he chose to resume communication. The complaint was later reopened but was ultimately rejected by the Complaints Team after they reviewed evidence that strongly suggested the player had created multiple accounts, which violated the casino's terms and conditions.
Snatch Casino - Player is facing account issues and withdrawal problems.
Unjustified complaint
Amount: $200
Snatch Casino
Safety Index:Very highCase summary
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.
Important notice:
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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
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.
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
We’ve reopened this complaint at the request of hugbearli. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear hugbearli,
Please forward me all the communication between you and the casino customer support regarding the accusations of you having multiple accounts at veronika.f@casino.guru. Thank you for your cooperation.
TranslationThank you very much, Veronika, I have forwarded the live chat screenshot and email.
Dear hugbearli
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, Michal (michal.v@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,
Veronika
Hello hugbearli,
My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Snatch Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Dear hugbearli and Casino Guru,
In all administrative actions, Snatch Casino strictly adheres to posted Terms and Conditions, accepted by the player upon signup.
During their time at Snatch, the player has violated the posted Terms by using multiple accounts. As a result, the account was closed, in accordance to the following clause:
5.11. Only one Casino Account per Player is allowed. Should You attempt or successfully open more than one Casino Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Casino Account, Casino will be entitled to immediately close all Your Casino Account(s), retain all monies in such Accounts and ban You from the future use of the Website.
A combination of tools was used to ensure accurate detection of the accounts and avoid a potential false positive. The details of the investigation were provided to Casino Guru via email.
Respectfully,
Snatch Casino Representative.
TranslationHello,
It's always fascinating to see that with certain providers, you can deposit an unlimited number of times over many years without the system sending any notification if you happen to have an old, forgotten account (which has also happened to me). This happened to me once at one of the Galaktika casinos about three years ago when I was registered with an old email address. Normally, the software recognizes it via phone number or name, but their system did an excellent job of informing me via a pop-up, and I was able to resolve the issue with live chat and get everything sorted out.
If a casino configures its software in such a way that it only suddenly becomes problematic when a player wins, it's simply unethical. It's sad that small winnings are withheld from lesser players, while these same players are allowed to have ten accounts until they're financially ruined, as long as they don't win anything.
I also can't imagine that anyone (except for a few exceptional "experts") would intentionally open multiple accounts in one casino, because there are thousands of mostly similar companies, in your case with iwild & ybet it's practically the same.
If you find login attempts from me, or perhaps an IP address from another location, in my opinion that has nothing to do with dual use. You can verify my information and the failed login of the old account, and I can confirm with 100% certainty that I could never have used the new account simultaneously.
Therefore, I request that Casino.Guru at least give me the opportunity to clarify the alleged "evidence" without requiring them to provide it to me. Based on this, I will now submit a data access request to the company under the GDPR to obtain information about such peculiar "proof."
Dear hugbearli,
If I am understanding correctly, you acknowledge that you have created at least two accounts on Snatch. This would imply that there are two accounts containing similar information and personal details on the platform. Can you confirm this?
Dear Snatch Casino,
I would like to confirm that I have received your email. Could you please let me know if all of the accounts in question have been verified?
Dear Michal,
At this moment, neither of the accounts in question have completed verification.
Respectfully,
Snatch Casino Representative.
Dear hugbearli,
Could you kindly answer the question from my previous reply?
TranslationHello Michal,
Sorry, since your second-to-last message said "Waiting for the casino's response" at the top, I thought I didn't need to read it because you have a question for the casino.
Unfortunately, I can only repeat myself here:
- To me, it looked like my old account had been "deactivated" due to an error, because no login was possible after their system change.
- Forgot password, said a link would come, tried for weeks, no email arrived.
I gained no advantage from it; quite the opposite, I deliberately provided h************@gmail.com and my real data so that it could be verified.
As mentioned, at no time did I use two accounts simultaneously; there were 6-18 months between the last successful login of the old, no longer functioning account and the newly created one.
Shouldn't it be more relevant that the error was caused by the casino software and that the operator offered no help? And if I can't verify whether my account exists, or if I receive no response or assistance, how could I have knowingly created a second account?
For many years, you at Casino.Guru have rightly maintained that it's unacceptable to allow users to deposit funds only to have such issues arise when they win. The casino could have resolved the problem; given the existing identical name and birthday combination during registration, it could have refused the application or inquired further. Instead, it abandons the customer, sends out daily promotional emails (to this day), and allows them to deposit funds, even though, unlike the customer, the casino could have investigated and resolved the issue.
I can only hope that you are (still) serious about this complaints system and that these clear arguments will be considered fairly and neutrally. And that it will then be acknowledged that there were absolutely no advantages for me here and that I didn't use any bonuses that I was already entitled to receive by email.
Dear hugbearli,
Unfortunately, I will not be able to help you anymore in this case. The evidence I was able to review strongly suggests that you have engaged in multi-accounting, which is strictly prohibited, as it is mentioned in the casino's terms and conditions, as well as in our Fair Gambling Codex:
- players should only create one account at each casino. Duplicate accounts are generally punished, even if the intentions of the player are good, and it is just an honest mistake. This includes creating accounts for friends or family members, as these could also be identified by the casino as a breach of the terms and conditions. It is always best to ask the casino about such situations first, to prevent issues later.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
If you disagree with our decision, you can try contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.
You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
