The player from Oregon found her account balance confiscated after a short break, despite actively working on meeting playthrough requirements at Snatch casino. She sought clarification on the playthrough deadline terms and felt the confiscation was unfair given her consistent activity. The issue remained unresolved due to her lack of response to inquiries from the Complaints Team, leading to the closure of the complaint. The Complaints Team remained available to assist if she decided to resume communication in the future.
Snatch Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: $88
Snatch Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Got it! Here's a clear and professional way to explain what happened:
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I had been playing consistently at Snatch casino platform for nearly a full week, actively working toward meeting the playthrough requirements. After taking a short 12-hour break, I returned to find that my account balance had been confiscated. I was informed this was due to not completing the playthrough within a 7-day window. However, based on my continuous activity, I was under the impression I was well within that timeframe. I would appreciate clarification regarding the terms and conditions around playthrough deadlines, as the sudden confiscation feels unfair given my consistent engagement. Are they allowed to do this?
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7 months ago
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 clarify which bonus you activated and played? Was the promotion a deposit or a no-deposit bonus?
- How were you informed about the conditions of the bonus? Would you be able to share a screenshot, a link or a promotional email of this particular bonus if available?
- 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
Thank you very much in advance for your reply.
Best regards,
Tomas
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
Dear terjzim1,
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,
Tomas
Casino.Guru
