Snatch Casino - Player’s withdrawal is cancelled and funds are withheld.

Casino: Snatch Casino

Issue: Cancelled withdrawals / funds withheld

Details:

I deposited $20 on 29 August 2025 (screenshot attached). I then played and legitimately built my balance up.

On 29 August, I requested a withdrawal of 200 USDT. This satisfied the bonus requirements, and the bonus funds were deducted from my account.

After this point, all funds in my account were non-bonus. I continued playing and increased my balance further.

On 30 August, I attempted multiple withdrawals: 100 USDT, 400 USDT, 800 USDT, and finally 600 USDT. All were cancelled by the casino.

My 600 USDT withdrawal was cancelled at 07:05 on 30 August, but the funds have not been returned to my balance. My current balance is only $0.12 (screenshot attached).

Casino Responses:

Support first told me the funds would "reappear in 1–3 hours."

Then they said it was a "payment provider issue."

Then they claimed I had a maximum cashout of 200 USDT due to a bonus, even though my bonus had already been cleared and deducted on the first 200 USDT withdrawal.

Finally, they said the case was being sent to their "relevant team" with no timeline.

Why This is Unfair:

My bonus requirements were already satisfied with the initial 200 USDT withdrawal.

The subsequent 600 USDT winnings were earned with real funds, not bonus funds.

A cancelled withdrawal should immediately return funds to the account balance, which has not happened.

The casino has provided contradictory answers and no resolution.

Evidence I can Provide:

Screenshot of $20 deposit (29 August).

Screenshots of withdrawal history showing cancelled 200, 100, 400, 800, and 600 USDT requests.

Screenshot of current balance ($0.12).

Screenshots of live chat transcripts with conflicting support explanations.

Request:

I am requesting Snatch Casino to return my 600 USDT to my account balance or process the withdrawal immediately. These winnings are legitimate, non-bonus funds and should not be withheld.

G-Wizz

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.

Could you please send me a link or a screenshot of the bonus you activated and played with?

How much money did you win with your bonus? Have these winnings been capped to the maximum allowed amount right after you finished wagering the bonus?

When you continued playing with your money, did you play with the balance which had already been capped?

Please also request the casino to send you your complete gaming history in Excel format starting from the moment you activated the bonus up to the point when your withdrawal requests were cancelled, and kindly forward it to me at veronika.f@casino.guru.

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika,

Thank you for your response. I’ve sent the relevant screenshots and evidence to your email address for review.

Best regards,

G-Wizz

I have not received any emails from you. Could you please double-check if you typed my email address correctly? It's veronika.f@casino.guru.

Apologies Veronica, I had misspelled your email. I’ve forwarded my original emails now.

hear from you soon.

Hello G-Wizz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok - thank you

Thank you very much, G-Wizz, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 G-Wizz, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Snatch Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawals are being refused? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear G-Wizz and Casino Guru,

Thank you for contacting us in regards to the player's concern. Upon further inquiry into the player's account, we have determined the following:

The player has used a bonus after playing through their latest deposit, in the amount of 40 SND, with max cashout of 200 USDT, which is clearly stated on the player's Bonuses page and their wallet upon transfer of the wagered bonus to their USDT wallet.

Upon withdrawal, an adjustment was made due to the maximum cashout clause of Snatch's Bonus Policy:

2.10. It is important to note that many bonuses come with a maximum cashout limit. When withdrawing the total amount, any excess funds above the limit will be deducted. For instance, let's consider a scenario where a player receives 30 SND with a maximum cashout limit of 150 SND. If this player wins 800 SND and decides to withdraw the entire amount, only 150 SND out of 800 SND will be converted to the USDT balance, while the remaining 650 SND will be deducted automatically. Similarly, if the player chooses to withdraw only 50 SND out of 800 SND, 50 SND will be converted to USDT, and the remaining balance will be deducted to 100 SND, which equals 150 SND maximum cashout limit.

The remaining amount of 200 USDT, matching the maximum cashout from the bonus, was made available to the player and later withdrawn successfully. At this moment, no further withdrawals have been requested and no funds remain on the player's account.

Relevant information was provided to Casino Guru via email.

Respectfully,

Snatch Casino Representative.

Dear Matej and Snatch Casino,

Thank you for your responses so far. I would like to clarify and address the points raised by the casino:

Bonus Restriction Already Satisfied

My initial 200 USDT withdrawal on 29 August correctly applied the maximum cashout rule from the 40 SND bonus.

At this point, the bonus balance was deducted, the requirement was fully enforced, and only real funds remained in my account.

Therefore, any further play and winnings were made strictly with non-bonus funds.

Subsequent Winnings Were Real Funds

After the first 200 USDT withdrawal, I continued playing using my real balance and legitimately increased it.

The 600 USDT withdrawal request on 30 August represented these real-money winnings, not bonus-restricted funds. Applying the maximum cashout rule a second time is not valid, because the bonus had already been settled.

Cancelled Withdrawal and Missing Funds

My 600 USDT withdrawal was cancelled by the casino at 07:05 on 30 August.

Those funds were never returned to my account balance. My account currently shows only $0.12.

Standard practice is that cancelled withdrawals are immediately restored to the player’s balance. The fact that these funds are not present is a serious issue.

Contradictory Explanations

Support first told me the funds would reappear in 1–3 hours.

Then I was told it was a payment provider issue.

Then I was told it was a maximum cashout issue (already satisfied earlier).

The explanations have been inconsistent, which further undermines confidence.

Request for Resolution:

I respectfully request that Snatch Casino either:

Restore the 600 USDT to my account balance immediately, or

Process the 600 USDT withdrawal without further delay.

These winnings were earned legitimately with real funds after the bonus restrictions had already been applied. Withholding them is unfair and not in line with transparent casino practice.

I am happy to provide all supporting evidence again if needed (deposit screenshot, withdrawal history, chat transcripts, and current balance screenshot).

Respectfully,

G-Wizz

Dear G-Wizz,

After checking the play history provided by the casino, it seems like after you have wagered the real money, everything else has been identified by the system as bonus money play.

I have requested the casino to do some additional checks, as right now I myself am unsure why this happened.

While waiting for the casino to respond, could you please let me know what happened after you have finished wagering the bonus money? Have you made a transfer of the bonus money into the USDT account (those should be capped at 200) and did they appear in your "real money balance"? Was there any warning, note or message either in account, cashier or when entering a game, informing you about still wagering bonus money? Have you seen any indication that you may still be playing with the bonus money and not the real ones? Thank you.

After finishing the bonus wagering, my balance was reset and capped at 200 USDT. Everything above that was removed. At that point:

The balance switched from SND (bonus currency) to USDT (real money).

The funds showed in my real money balance, not the bonus balance.

I could play games that were previously locked under bonus play, and I could place unrestricted bets (both of which confirmed I was no longer under a bonus).

There were no warnings or notes in my account, cashier, or in-game indicating I was still using bonus funds.

I then used this 200 USDT real balance to continue playing and legitimately increased it to 800 USDT. When I tried to withdraw, the casino treated those winnings as if they were still bonus money and reapplied the cap a second time, removing 600 USDT.

In short:

Yes, the bonus was already converted once and capped at 200 USDT.

Yes, those funds appeared in my real money balance.

No, there was no indication anywhere that I was still in bonus play.

This means the casino effectively enforced the bonus cap twice, which is why I believe my 600 USDT is being unfairly withheld.

Dear G-Wizz and Casino Guru,

At the request of Matej, the team has launched an additional inquiry into player's activity on the dates of this concern to establish full betting history and provide full determination on the application of our Terms. The relevant team will provide feedback on this matter as soon as possible!

Respectfully,

Snatch Casino Representative.

We'll wait for the results of the investigation, then take it from there. Thank you.

Dear G-Wizz, while we are waiting, have you taken any other bonus after the original one was wagered?

Hey Matej,

To clarify the sequence of events and remove any confusion, I’ve laid out the full timeline below. This shows exactly how the bonus was cleared, the balance converted to real USDT, and how the 600 USDT was unfairly removed after I had already met the requirements.

Timeline of Events (Snatch Casino – G-Wizz)

29 August 2025

Deposit: $20

Played with bonus attached

29 August 2025 (later)

Requested withdrawal of 200 USDT

Bonus wagering cleared, bonus balance removed

Balance reset to 200 USDT real money (USDT)

Restrictions lifted:

All games accessible

No bet size limits

No bonus tags on balance

30 August 2025

Continued playing with 200 USDT real balance

Balance legitimately built up to 800 USDT

Requested withdrawal of 800 USDT

Withdrawal cancelled, 600 USDT removed

Left with only 200 USDT

30 August 2025 (later)

That 200 USDT was successfully withdrawn

Dispute concerns only the missing 600 USDT

Afterwards

Later I accepted a couple of no-deposit bonuses.

These were long after the incident and are completely unrelated to the disputed withdrawal.

Summary

The bonus was already settled and capped once at 200 USDT. After that, I was playing with real funds only. By removing 600 USDT from my balance after I had already met the requirements, the casino effectively enforced the cap twice, which is not consistent with fair terms.

Thank you very much for the detailed response. Much appreciated. :) I am still waiting for the casino to let me know of their findings, then we can move this case forward.

Dear G-Wizz and Casino Guru,

At the moment, the inquiry is still ongoing. We apologize for the lengthy waiting time and hope to update the status as soon as possible!

Respectfully,

Snatch Casino Representative.

Dear G-Wizz and Casino Guru,

We would like to provide an update. We have made an inquiry to one of the gaming providers during the session in question as we have found an inconsistent timestamp for a few bets in this session. Most likely it is just a log error and not something more serious but we are awaiting provider logs in order to verify correct timestamps and restore the log fully to provide an accurate result.

Respectfully,

Snatch Casino Representative.

Dear G-Wizz and Casino Guru,

Unfortunately, we are yet to receive a full log from the provider and have sent them a reminder for this case.

Respectfully,

Snatch Casino Representative.

Thanks for the update. I understand you’re still waiting on the provider logs, but this issue has been open for more than six weeks now, which feels excessive for a technical check.

Can you please confirm the exact date the provider was first contacted and whether they’ve given any estimated timeframe for the data return?

These logs should easily confirm that my bonus was already settled and converted to 200 USDT, and that all play after that point was with real funds only.

I’d appreciate it if this could be escalated or given a clear deadline so the case can move forward.

I understand that providers like to take their time with giving any information, but in this case I would like to echo G-Wizz's concerns and ask if you could possibly nudge the provider to speed up their investigation. Especially since the disputed amount is not a huge one, a speedy resolution would be much appreciated. Thank you. :)

Dear Matej,

We completely understand the frustration about the delay and have sent an inquiry to the provider. Unfortunately, the process is identical regardless of the amount, although we fully understand that it would be beneficial for all parties to resolve smaller claims as quickly as possible.

Respectfully,

Snatch Casino Representative.

Dear Matej,

We received a response from the relevant department.

After reviewing the matter again, the decision was made in the player's favor.

The funds have now been successfully returned to the player's account.

We thank the CasinoGuru team for their assistance in resolving this situation.

Respectfully,

Snatch Casino Representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear G-Wizz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej

We’ve reopened this complaint at the request of G-Wizz. Apparently he has been refunded only 400 instead of full amount of 600, and we would like to ask the Snatch Casino for details. Thank you.

Dear G-Wizz and Matej,

We sent an email to matej.l@casino.guru with all the details.

Respectfully,

Snatch Casino Representative.

Thank you for reopening the case Matej.

Im hoping for a straight forward solution for this one and we can move forward.

I look forward to hearing your reply in response to Snatch Casino email.

Regards,

G-Wizz

Hello, according to the casino's explanation and attached cashier history, after the deduction of 400 out of your 600 withdrawal request (thinking it was the excess from bonus play), you have made another withdrawal request and successfully withdrawn 200. So now the casino has refunded you the missing 400, which altogether makes the disputed amount of 600. Please, let me know if this answers your question or if you have further concerns. Thank you. :)

Hi Matej,

Thanks for your message. Unfortunately, your explanation isn’t accurate based on the transaction history.

To clarify:

My original withdrawal request was for 800 USDT.

Of that, 200 USDT was processed successfully, and the remaining 600 USDT was withheld, which formed the entire basis of this dispute.

The recent 400 USDT refund only covers part of that missing 600 USDT.

The 200 USDT you mentioned was not a later withdrawal, it was the first portion of the original 800 USDT request. Therefore, there is still 200 USDT outstanding that has not been returned or processed.

Please review the records again and arrange payment of the remaining 200 USDT to fully resolve this matter.

Regards,

G-Wizz

Dear G-Wizz, I am bit confused. Your original statement, as well as the disputed amount, was about 600 USDT. That would also be in line with the casino's reasoning about having the withdrawal of 800 cancelled, then gambled away 200, and again requesting the remaining 600 as withdrawal, out of which 400 was deducted in error and now returned.

Am I misunderstanding something or have you entered the disputed amount wrong? Also feel free to share any evidence (ideally including cashier history) either here or via e-mail at matej.l@casino.guru.

Hi Matej,

Short answer: the disputed amount has always been 600 USDT. The separate 200 USDT was the first paid portion of an 800 USDT withdrawal, not a later cashout. No 200 was "gambled away" after a cancellation.

Clarification with timeline:

29 Aug: Deposit 20. Bonus cleared on the first 200 USDT withdrawal. That 200 was paid.

30 Aug: I placed an 800 USDT withdrawal. The casino effectively processed 200 and cancelled 600 at 07:05, but the 600 never returned to my balance. Balance showed $0.12 immediately after.

Later on 30 Aug I tried other withdrawals, all cancelled. No additional payouts occurred.

Numbers:

Original request 800 = 200 paid + 600 cancelled.

Dispute = 600 missing.

Refund issued = 400.

Outstanding = 200 USDT.

Why the "gambled 200" theory is wrong:

If 800 had been cancelled in full, the balance would have gone up by 800, then you would see wagers reducing it by 200, then a new 600 withdrawal. The cashier and balance snapshots show the opposite: 200 was paid out and the remaining 600 was removed without being re-credited, leaving $0.12, so there were no funds to gamble down from 800.

What I am asking for:

Please pay the remaining 200 USDT, or point me to a successful 200 USDT payout hash and timestamp after 07:05 on 30 Aug if you believe that amount was already paid separately.

Evidence I can supply now or by email to you:

Deposit screenshot, 29 Aug.

Withdrawal history showing the 800 request, 200 paid, 600 cancelled at 07:05.

Balance screenshot showing $0.12 after the cancellation.

Live chat transcripts where support first promised reappearance in 1–3 hours, then cited provider issues, then a 200 max cashout despite the bonus being cleared on the first 200.

Confirm if you want the full cashier export and wallet TXIDs. Once reviewed, this should close with the remaining 200 USDT paid.

Thank you for the detailed explanation and the e-mail, G-Wizz.

Dear Snatch Casino, if you are adamant about the missing 200 being lost during gameplay, could you please e-mail me the cashier and play history for confirmation? Thank you.

Dear G-Wizz. I have now carefully checked your account history, including gameplay and deposits/withdrawals. From this, I was able to establish a timeline:

2025-08-30 19:03:51 - Withdrawal of 800 USDT has been cancelled (user balance 800)

2025-08-30 19:05:34 - Withdrawal of 600 USDT has been initiated (user balance 200)

2025-08-30 19:07:44 - You have started to play various games from Pragmatic Play, Relax Gaming and Quickspin (user balance 200 => 0,85)

2025-08-30 19:32:38 - You have played one last game from Pragmatic (user balance 0,05)

2025-09-01 07:33:00 - Withdrawal of 600 USDT has been cancelled (user balance 600,05)

2025-09-01 07:34:15 - 400,05 has been deducted due to the casino error (user balance 200)

2025-09-01 10:01:46 - Withdrawal of 200 USDT has been initiated (user balance 0)

2025-09-01 10:32:33 - Withdrawal of 200 USDT has been cancelled (user balance 200)

2025-09-01 18:15:34 - Withdrawal of 200 USDT has been initiated (user balance 0)

As per the above, this confirms that the missing 200 USDT were actually lost playing games between the evening of 30/08 and morning of 01/09. Please, let me know if this addresses your concern and whether there is something else I can help you with. Thank you.

Hi Matej,

Thank you for taking the time to review my account history. I’ve reviewed the timeline you shared, and there seems to be a key misunderstanding in the interpretation.

While I see that gameplay occurred between 30 August 19:07 and 01 September 07:32, this activity took place after the 800 USDT withdrawal was cancelled and my balance should have been restored to 800 USDT. However, the issue is that the balance was never properly re-credited, and the subsequent 600 USDT withdrawal (which was later cancelled) still did not return those funds.

To be clear:

The 200 USDT that was later successfully withdrawn was part of the original 800 USDT request, not separate winnings.

The casino’s deduction of 400 USDT on 01 September 07:34 was confirmed as an error by your own records, meaning the system accounting at that stage was already inconsistent.

My balance history and screenshots show that after the 600 USDT cancellation, my account displayed only $0.12 (not 600)—which supports that those funds were never playable or available to lose.

Therefore, the assumption that the 200 USDT was "lost through gameplay" relies on a starting balance of 800 USDT that was never actually visible or accessible on my end. The data from my screenshots and balance logs confirms this discrepancy.

Dear G-Wizz, maybe I'm being really thick here, but even your evidence supports what I have stated in the previous post.

• Withdrawal of 800 was cancelled and credited back to your player account in full (800 altogether)
• Withdrawal of 600 was made, leaving you with 200 in player account (again 800 altogether)
• You have gambled away 200 leftover on your account, with 600 being in the state of pending withdrawal (still 800 altogether)
• You have cancelled your 600 withdrawal and whole 600 was credited back to your player account (600 + lost 200 = 800 altogether)
• 400 has been taken from you by error, leaving your player account with the leftover 200 (200 on the account, 200 gambled away, 400 taken away = again 800 altogether)

This confirms that your original 800 is divided into the withdrawal of 200, gambled away 200 and the rest of 400 has been deducted and later restored to your balance by the casino.

To be sure, I would also like to address the following:

While I see that gameplay occurred between 30 August 19:07 and 01 September 07:32, this activity took place after the 800 USDT withdrawal was cancelled and my balance should have been restored to 800 USDT. 

But the balance was restored to 800 USDT after the cancellation of the withdrawal. I made sure to include it in my previous post, for clarification purposes. According to the player history I have received, the whole amount of 800 has been returned to your account balance. If that didn't happen - as you stated - you would not be able to initiate 600 USDT withdrawal and then paly with the remaining 200 (600+200 = 800 USDT). Does this explain the whole situation, or am I really missing something?

Hi Matej,

Thank you for the explanation. To keep this absolutely clear, here is exactly what happened on my side:

I requested an 800 USDT withdrawal.

Only 200 USDT was ever paid out.

(The remaining 600 USDT never returned to my balance).

My balance after this was basically zero, not 600, not 800 and not 200.

That is why the dispute was opened for the missing 600 USDT.

I won the dispute and received 400 USDT, meaning 200 USDT is still missing.

The key point is this:

Your ledger is showing balance movements that never actually appeared in my real balance.

If the 600 or 200 had returned to my account, I would have seen it and been able to use or withdraw it. I couldn’t, because it was never there.

Also, at the same time this happened, the casino system made a confirmed 400 USDT error that you later reversed. That alone proves the balance system was not syncing correctly at that moment. So the ledger entries you are relying on are not matching what my player balance actually showed.

I did not have 200 to gamble, because I never had the 600 returned in the first place. I only ever withdrew the original 200.

For this reason, the remaining 200 USDT still needs to be returned to fully resolve the dispute.

Kind regards,

G-Wizz

Dear G-Wizz, it seems like the only way forward is to finish this complaint with the resolute "we agree to disagree", because it seems like neither of us will accept the other's argument.

As for me, I can only go by the evidence. In your case the cashier and gameplay history is clear: You had 800 USDT, lost 200 by gambling, withdrew 200 and the second half of the 400 USDT has been first taken away, then returned. If the missing 200 USDT was never credited or any other crediting mishap has happened as you claim, you would not be able to request a withdrawal of 600 and at the same time - while that 600 was locked and impossible to use - gamble away another 200 USDT (which altogether makes the 800 USDT you have mentioned at the beginning).

There is a possibility that your balance was incorrectly displayed at times, (I know sometimes the amounts don't change instantly as it should and delays in moving funds happen), but as I mentioned before - if any real monetary issue happened, you would not be able to do what you did, as the system would warn you there is not enough funds in the account to provide the operation at hand (i.e. withdrawing 600 and still be able to play with 200).

I am unable to provide the information in any other way, that would make you see my point and agree with it. And based on evidence provided by the casino I am also unable to agree with your point of view. This means that any further conversation would be just a waste of time and energy, since we both would only repeat the same points and stay in disagreement.

Since Casino Guru does not consider disputes where the player is unhappy with the result as resolved, I will close this complaint as rejected instead. Disputed amount will be amended to 200 USDT which you consider to be still missing from your balance.

I am very sorry that I am unable to provide an adequate explanation why I and the casino believe this issue has been adequately resolved, and hopefully this experience will not deter you from lodging complaints in the future, should you run into problems at Snatch, or any other online casino later.

Sincerely,

Matej