The player from Germany faced login issues with his casino account, receiving an "Invalid email or password" message despite having successfully reset his password. He had not received a response from support and was unable to access his account, even though he continued to receive promotional emails from the casino. The casino acknowledged that the account had been closed unintentionally due to technical issues and confirmed that it was now open for use. The cashback that had previously been missed was also set to be restored, resolving the player's concerns.
Snatch Casino - Player is unable to log in to account.
Resolved
Our verdict
Case closed
Amount: ??
Snatch Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Since yesterday I have not been able to log in to the casino, without any notification. When I try to log in it tells me "Invalid email or password. Verify or reset password." I tried resetting my password and it worked, but I still can't log in with the same error message.
I contacted support, no response...
Other emails from casinos come to me regularly, for example today I received one saying that my cacheback is there, unfortunately I cannot use it
Automatic translation:
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.
- Could you please advise if any funds are being held by the casino?
If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid there’s not much we can do for you.
Thank you for your reply.
Best regards,
Kristina
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4 months ago
Translation
The casino didn't withhold the money, but I can't use my cashback. Yesterday's cashback has already expired anyway, but there should be another cashback on Thursday, it's about 700 euros.
This isn't even an isolated incident; I've already missed cashback twice due to casino errors, totaling around €500. I think they do this intentionally to prevent the promised cashback from being paid out.
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4 months ago
Dear Bonusschnapp and Casino Guru,
We kindly inform you that the player's account has been closed unintentionally due to technical issues on our side. We apologize for the inconvenience. We inform you that the player's account is open and can be used without any difficulties. As for the cashback, it will be restored shortly and the player will be informed via email about it. We apologize again for the inconvenience and hope for your understanding!
Respectfully,
Snatch Casino Representative
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4 months ago
Translation
After logging in it works again and I also received my cashback, thanks.
The only question is why the support leaves my requests unanswered so it could be solved without third parties.
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Bonusschnapp,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
