Snatch Casino - Player's winnings have been unfairly deducted.

I received no deposit free spins and used them to win somewhere around 7-8€. I wagered bonus money received from those free spins 40x and my balance was 113€, when the 40x wagering was complete my balance was deducted to ~30€ in real balance which was withdrawable ( this was Thursday ). Friday morning I played more with my 30€ that was real balance and withdrawable and won 578€ from sweet bonanza 1000. I made a withdrawal request of 500€ that was declined and 470€ were deducted. In bonus term page there is no mention that only 30€ could be withdrawn, in fact I can't find 30€ written anywhere. I feel like casino deducted my balance unfairly. Can you help me with the issue? I have screenshots that I can provide if necessary. Thank you in advance.

Dear Playerfromfin,

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.

Could you please confirm that your balance was capped at 30€ right after you finished wagering your free spins?

Have you contacted customer support after your withdrawal request of 500€ was canceled and your winnings were capped at 30€ for the second time?

Could you kindly specify if you passed the full KYC verification?

Have you made any deposits to this casino?

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

I was wagering through that 7-8€ ( 40x was required ) and after lengthy session had grown the initial amount to around 114€ in bonus balance. Then suddenly balance dropped to 30€ ( I guess this happened when wagering was completed) and in my profile I could see it was now labeled real balance that was withdrawable after KYC verification. I completed verification and received email that I am now able to do withdrawal requests. I however decided to keep playing the next day with that 30€ balance in my account and won 578€ from sweet bonanza 1000. After that I requested a withdrawal of 500€, which was declined few days later and 470€ was deducted and my account was left with only 30€ in balance. I have contacted them via email after request was declined but have not yet received answer. Yes I have deposited money. I used the same method to deposit and to make the withdrawal request. I have read through bonus terms and 30€ withdrawal limit is not mentioned anywhere. I also looked through the promo email that informed me about those free spins waiting in my account and couldn't find mention about any limits in that email either. Hope this response helps. Please contact me if further info is needed and thank you for helping !

Thank you for the clarification. Please request the casino to send you the entire gaming history in Excel format from the moment you received your free spins to the moment you requested the withdrawal of your €500. Then forward the file to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

Okay! I just sent them email requesting that info.

Hello again! I just tried to log in to my snatch casino account and it was disabled, so cannot log in there anymore.

Have you received any email from the casino after your account was disabled? Have you tried contacting customer support to ask about the reason for the closure of your account? Please forward me the communication regarding this issue at veronika.f@casino.guru.

I just sent email to their support, asking why my account was disabled. I have not received any reply from their support to any of my questions. My request about the playing history via email have not been answered. I will forward you the info you requested.

Thank you very much, Playerfromfin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Playerfromfin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Playerfromfin and Peter,

The account was closed by the administration's decision. The betting history was fully available in the player's profile, and the player had the option to retrieve it from there. 

We have carefully reviewed the situation and I am pleased to inform you that this account is now open. The funds have been credited to the account and are available for withdrawal.

We truly appreciate your patience and understanding during this process. If you have any further questions or need assistance with anything else, please don't hesitate to contact us.

Respectfully,

Snatch Casino Representative

Thank you for the positive update Snatch Casino representative.

Dear Playerfromfin, let us know if this resolved your issue or if you require any further assistance. Thank you in advance!

Yes issue is now solved! My account was opened and funds were credited to me, and I was able to make withdrawal. Thank you so much for help Peter and Veronika !🙂

Ps. My account has now been disabled again today.

Dear Playerfromfin,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter