Snatch Casino - Player’s account is closed after casino ignored responsible gambling requests.

I am submitting a complaint against Snatch Casino for neglecting to protect my account when disclosing in multiple emails as well as the livechats asking them to stop wagering on my account and to protect my winnings. My emails specifically disclosed I needed a responsible gambling block, and if they were not able to add a block, to respond to my emails giving me the options to prevent wagering my winnings. I accumulated substantial real money balance on September 5th of $120,000 and on the 6th I sent an email as well as livechat function asking them to help prevent any wagering while I still had this balance, and stated that I needed a responsible gambling block as well as a way to withdraw and prevent further wagering. The livechat function told me they could not add any responsible gambling blocks, as well as all my emails went unanswered. I then emailed them again on the 9th when I still had a balance of approximately $158,000 asking them again to stop wagering capabilities and respond to what they could do to help me, as well as multiple livechats that were not helpful. Snatch again ignored all emails, but then disabled depositing, which was not what I asked, and when I emailed about this they again did not respond. It was not until my balance was gone that they closed my account without any acknowledgement or response to my emails, which makes me assume that they did see my emails and new that there was an issue with responsible gambling but did not reply or do anything until the balance was gone.

I am reaching out for help with my emails, and to get a response from Snatch as to why they did not reply or give me any options when I still had a balance on my account, and did not act when I needed help rather they waited until the balance was gone which highlights the fact that they may have known there was an issue but waited until it benefited them. They are still ignoring all emails, and refusing to respond to anything asking them why all responsible gambling inquiries were ignored.

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Dear wontonsoup239,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"x7. Self-Exclusion

If you feel that you may be becoming dependent on gambling, you should consider permanently excluding yourself from all gambling environments. If you take the decision that you no longer want to play at snatchcasino.com, you can permanently block your access by contacting our Customer Service team by emailing support@snatchcasino.com. If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing support@snatchcasino.com."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.