The player from Germany requests urgent assistance regarding SnatchCasino and Altacore NV after failing to enforce his self-exclusion due to gambling addiction. He continues to access his account, make deposits, and play, despite previously requesting a permanent ban. He demands a refund of all deposits made after his self-exclusion request and seeks assurance that he will be permanently banned from all affiliated platforms.
Snatch Casino - Player's self-exclusion request has not been processed.
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Waiting for Casino Guru to reply
4d 8h 21m 28s
Snatch Casino
Safety Index 9.8 Very highCase summary
Discussion
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5 days ago
Translation
Dear Casino Guru Complaints Team,
I urgently need your support in a case against SnatchCasino and the company behind it, Altacore NV.
I suffer from a severe gambling addiction and have therefore explicitly demanded to be permanently banned from gambling.
I have clearly and unambiguously stated that I wish to be permanently banned due to my gambling addiction and that I do not wish to have any further access to casinos of the Altacore NV Group.
Despite this clear message, I was not properly blocked.
I was still able to access casino offers, deposit money and play, even though I had previously explicitly requested a permanent self-exclusion due to my gambling addiction.
That is precisely the crux of my complaint.
In my opinion, my explicit request for player protection and permanent self-exclusion was not adequately implemented.
I have now contacted SnatchCasino again via the following email address:
vip@snatchcasino.io
There I explicitly stated once again that I suffer from severe gambling addiction and that my account must be closed immediately and permanently.
Furthermore, I demanded that I be permanently banned from all casinos, brands and platforms of Altacore NV.
I would like to make it explicitly clear:
I had previously requested a self-exclusion.
Nevertheless, I was not completely banned.
I was able to continue making deposits.
I was able to continue playing.
This resulted in further financial losses for me.
For this reason, I demand a refund of all payments or deposits that I was still able to make after my explicit request for suspension and self-exclusion.
I am not demanding a blanket refund of all previous gambling losses.
My claim for reimbursement specifically concerns payments made after I had already clearly informed Altacore NV or an affiliated casino that I suffer from gambling addiction and wish to be permanently banned.
I ask Casino Guru to examine this matter closely.
In particular, I request that the following points be examined:
Why wasn't my account permanently closed despite my explicit self-exclusion?
Why was I still able to make deposits?
Why was I allowed to continue playing even though I had explicitly pointed out my gambling addiction?
Which casinos and brands belong to Altacore NV?
Should my ban have been applied to other affiliated casinos as well?
Why wasn't my access permanently blocked?
What deposits did I make after my first valid blocking request?
Which of these payments must or should be refunded as part of player protection measures?
I can provide Casino Guru with all available evidence, including:
Emails containing my blocking requests,
Messages in which I explicitly mentioned my gambling addiction,
Responses from the casinos,
Screenshots,
Deposit histories,
Transaction records,
Account information,
as well as all further communication with customer service or the VIP team.
The chronological order is particularly important in my case:
I have disclosed my gambling addiction.
I demanded a permanent ban.
Nevertheless, I was not completely banned.
I was able to continue depositing and gambling away money.
Therefore, I demand a refund of the payments made thereafter.
I also ask Casino Guru to assist me in getting permanently banned from all Altacore NV casinos.
I explicitly do not want to open another account.
I do not want to reactivate existing accounts.
I don't want any bonuses.
I don't want any cashback offers.
I don't want any VIP offers.
I don't want any advertising.
I do not want to be contacted with the aim of getting me to gamble again.
My decision is clear:
I want to be permanently banned from gambling.
I therefore urge Casino Guru to review my case as a player protection and responsible gambling complaint and to support me in my request for a refund of the deposits made after my self-exclusion.
Thank you for your support.
Best regards
Marvin
Automatic translation:
Public
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3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When did you first request self-exclusion directly from Snatch Casino? Please forward your original request and any responses from the casino to veronika.f@casino.guru, preferably as .eml or .msg files.
- If your earlier request was sent to another Altacore NV casino, which casino received it, and when?
- Is your Snatch Casino account currently closed? If so, when did the casino close it?
Please bear in mind that Curaçao Gaming Authority does not require casinos under the same operator to automatically extend a self-exclusion request from one casino to every other casino in the group. That is why the date and content of your first request to Snatch Casino itself are particularly important when assessing this complaint.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
