Snatch Casino - Player's account remains open despite requests.

Casino schliesst seit Monaten nicht meinen Account trotz über 20 Aufforderungen per E mail

Ich verlange mein Geld zurück

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Dear Suchti,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Suchti and Casino Guru,

Thank you for contacting us regarding player's concern. At the moment, we can see that the player has made a standard account closure request in May, which was processed by the relevant department. Unfortunately, due to a volume of requests, responses may be slightly delayed from time to time. In this cases, we have advised the player of the possibility to temporary fully restrict their access to the website from their account, until the reply from Snatch and full closure can be confirmed.

The player has received a reply via email from us on May 27th and chose not to close their account, instead opting for the incentive provided by the team. As such, we could not close their account on that request as we did not receive a confirmation from the player.

We wish to note that previously we have requested similar inquiries which have also not been confirmed by the player. Additional materials have been provided to Casino Guru via email.

We wish to inquire with the player that they would like to confirm their account closure at this time and decline the offer made via email this time? Alternatively, if the player suffers from any sort of addiction, we kindly ask them to confirm it, as we have not received any indication of it from the player by now.

Respectfully,

Snatch Casino Representative.

Dear Suchti,

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