The player from Germany was unable to log into his account since August 8 and was awaiting five payouts, with no response from the casino. The player had confirmed that he verified his account and received previous payouts. Despite attempts to contact the casino regarding his winnings, he reported no communication or resolution. The Complaints Team closed the complaint due to the player's lack of response.
Snatch Casino - Player's account access is blocked.
Closed
Our verdict
Player stopped responding
Amount: €3,500
Snatch Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Hello,
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.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
Translation
I got the assurance from the chat that everything was being processed, there is no if and but I won according to the regulations
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8 months ago
TranslationSo sorry that I'm only writing back now, I've only just managed it. Your summary is almost correct but I haven't been blocked or anything like that. I know the general rules of the casino very well. I've just been prevented from enticing myself in because of the alleged maintenance and since then I've tried three or four times to contact them by email and there's been no reply. It's really quite cheap and the money I've won there is a fraction of what I've spent there, so that's not okay. Of course I verified everything and I've even received several payouts within the last two months, although they weren't more than 150 or 250 euros.
Edited
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8 months ago
TranslationProblem not yet resolved but am in contact with casino
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8 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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8 months ago
TranslationHello, so from day to day you are being mercilessly ripped off here, no money has arrived yet
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8 months ago
Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thanks.
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8 months ago
Dear Nico1511,
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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7 months 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,
Kristina
Casino.Guru
