Snatch Casino - Player’s account has been closed.

Hello, So i was playing some casino with some friends at a internetcafé. We were playing with raw deposit and not any bonus, when i did a withdrawal request after running it up they closed my account with reason of IP adress. This is absurd, and they can not just deny someone playing with raw fund deposit on such vague terms, they did terminate the account without paying the outstanding balance or deposits from raw gamble.

Please help out and solve this matter, before taking actions of hurting their license.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you accessed the casino using the same device as your friends?
• Have you deposited using a payment method that belongs to you exclusively?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear TimboHallaand and Casino Guru,

We were unable to locate an account with the credentials provided by the player. We kindly ask the player to provide an email used to register at Snatch or a screenshot of the login screen with email entered to check further.

Respectfully,

Snatch Casino Representative.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

Just a few days, i did not get any notification or anything about it being blocked, i just realised that the withdrawal i did with TRX did not come for a few days and then tried to login and it said it was blocked.

How did you learn about your account being blocked?

Tried to login.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Slots

Have you accessed the casino using the same device as your friends?

No just at an internet casino, but they do run a virtual machine OS for games so not sure how that shows.

Have you deposited using a payment method that belongs to you exclusively?

Yes, crypto.

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Never received any transcripts or emails from them about it.

Dear TimboHallaand and Casino Guru,

At Snatch, Terms and Conditions only permit using one account per player:

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.

Snatch utilizes several available tools to verify ownership of accounts, including both manual and automatic detection in order to avoid false positives. A combination of factors determined that the player has opened multiple accounts, which goes against the agreed upon Terms. As a result, player's account was terminated.

Additional information has been provided to Casino Guru via email.

Respectfully,

Snatch Casino Representative.

Thanks for your replies and detailed explanation of your position on the matter.

Taking into consideration the explanation and evidence from both parties, we reached the conclusion that we can't pursue the issue further.

Based on a match in several factors, it's our conclusion that the casino is justified in identifying that multiaccounting occurred.

Dear TimboHallaand,

Please note we pursue refunds of players' deposits only in situations we can conclude the player is eligible for them. In cases of multiaccounting, we can't fault the casino for withholding deposits.

Sadly, in cases of multiple accounts allegations, we have accepted similar evidence from online casinos in the past as conclusive. We understand this is disappointing, and if you disagree with our decision, we encourage you to pursue the issue with the casino's licensing authority, CGA. We can only recommend that you avoid a similar situation where you play from the same place in the same casino.

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.