The player from Germany had trouble withdrawing her winnings from Snatch Casino after depositing €400. Despite winning €2494 worth of USDT, she was unable to receive her payout in euros or another fiat currency, as it was only offered in USDT. She sought clarification and was willing to provide evidence of her communications. We clarified that her bonus winnings were subject to the casino’s bonus terms and were converted to USDT, which the casino did not pay out in EUR or USD. She was advised to create a crypto wallet and withdraw via the available USDT method, and the complaint was then marked resolved after she confirmed the issue was settled.
Snatch Casino - Player’s withdrawal request is delayed and restricted.
Resolved
Our verdict
Case closed
Amount: €2,496
Snatch Casino
Safety Index 9.8 Very highCase summary
Discussion
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1 month ago
Translation
Hello, I registered at Snatch casino over two years ago and used to play quite often. Now, after a longer break of about two years, I've started playing at Snatch again and noticed that the site has changed a lot.
Now I have the following problem:
I deposited €400 and played with a 125% bonus. I received an SND bonus balance worth approximately €500.
When I played with the bonus money, it showed € and so I thought it was also €, so I played and won.
After the conversion, I received 2845 USDT worth €2494.
Unfortunately, the problem is that I cannot have this credit paid out in euros or another fiat currency.
I am only shown, and the live chat also mentioned, that I can only have it paid out in USDT.
Unfortunately, I don't have and don't want a crypto account.
I deposited in euros, so I would like to receive the payout in euros as well. I would also be okay with receiving it in dollars.
I request clarification; all conversations were recorded with a screenshot and can be provided.
Thank you, best regards
DD
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties with withdrawing your winnings.
Could you please clarify the following:
- What is the currency of your casino account?
- When you originally registered at Snatch Casino, were you asked to select an account currency? If so, which currency did you select?
- Did you select USDT or any cryptocurrency when activating the 125% bonus, or was the bonus automatically credited this way?
- Has the casino offered you any alternative way to withdraw your winnings other than USDT/cryptocurrency?
I hope we can help you resolve this issue as soon as possible. Thank you in advance for your cooperation.
Best regards,
Attila
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1 month ago
TranslationHello.
- The currency in my account is Euro.
- No, when I registered more than two years ago, it was a completely normal fiat casino with fiat currency. Back then, I also made withdrawals in euros without any problems.
- No, I didn't select any crypto when I made the deposit; I played normally with my deposit. When I activated the bonus, an SND balance was credited to my account, and this was then displayed in the game in €.
- No, unfortunately not. I contacted the live chat and they said that the SND balance can only be paid out in USDT/crypto.
I would like to emphasize that the payout guidelines state:
7. Payout Policy
7.1. The minimum withdrawal amount is 25 (twenty-five) US dollars (USD) per transaction or the equivalent in cash. The maximum withdrawal amount is 500 (five hundred) USD per transaction. If a player wishes to withdraw more than 500 (five hundred) USD, they must submit multiple withdrawal requests.
7.8. The internal operating currency of the website is EUR and/or USD.
7.17. At Snatch, the general daily withdrawal limit for all players is 1,000 (one thousand) US dollars (USD). Higher withdrawal limits may apply to some players. Any change to the withdrawal limit, including the possibility of removing the limit, is subject to an individual agreement with the player's personal manager on the platform.
The terms and conditions mention Euro/USD, but they do not state that payouts will be made exclusively in USDT/crypto.
For this reason, I would like my profit in euros.
Thank you for your cooperation
Best regards
DD
Edited
Automatic translation:
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1 month ago
Dear Jonamia and Casino Guru,
After an inquiry into the player's situation, we wish to provide the clarification on the matter. The player indeed made a deposit with a bonus. At Snatch, currency balance and bonus balance are completely separate for the purposes of wagering and withdrawal. At the same time, the wallet provides the total balance of all wallets, while specific balances of each wallet are available to check on a separate page.
2.3. The SND Bonus Account is an internal account exclusively dedicated to storing and managing all bonus funds awarded to users on the Snatch platform. This account serves as a centralized repository for any bonuses earned by players, ensuring transparency and facilitating easy access to these bonus funds.
2.5. The wallet balance displayed includes both actual funds and bonus funds. In order to access the SND bonus and review the current wagering requirements, users should click on "Deposit", then "Withdrawal", and select the SND account from the dropdown menu.
The player has made a deposit with the bonus on September 24th, 2026, at 7:25:12am UTC. The bonus code used entitled the player to a bonus balance of 569.16 SND with a max cashout of x5 of the bonus, being 2845.82. The player has, subsequently, made several bets with their deposited funds from their fiat EUR balance, starting at 07:30:56am UTC on the same day. The final bet with the fiat balance was made at 07:35:58am UTC, when the balance was fully depleted (0.1000 EUR). The following bet started gameplay of their SND bonus balance. The player's final bet with this balance was made on September 25th at 11:37:03am UTC, when their balance reached 3074.7133 SND. After this, the player has released their bonus, which was capped at 2845.82, as per max cashout rule. Per our Bonus Terms, all bonus winnings are converted to USDT.
2.2. The exchange rate for SND is set at 1 SND per 1 USDT (Tether), ensuring a seamless and straightforward conversion between the two currencies.
2.6. Once the wagering requirements have been fulfilled, players can transfer their winnings to their USDT account and withdraw the funds to their USDT wallet.
The funds in question are currently on the player's USDT account and can be withdrawn via any available method for this type of wallets. Unfortunately, at this moment, Snatch does not support fiat withdrawals for crypto wallets and does not provide currency conversion. Creation of a crypto wallet is free of charge with most reputable financial providers, which means there are no additional barriers placed for such withdrawals. Per our Terms, Snatch will not be able to provide withdrawal of USDT funds via EUR or USD, per player's request.
Respectfully,
Snatch Casino Representative.
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1 month ago
Dear Snatch Casino team,
Thank you for the clarification.
Dear Player,
Based on the information provided, I would recommend creating a crypto wallet with a reputable service that supports USDT and attempting to withdraw the funds using the available withdrawal method.
Please let us know once you have attempted the withdrawal and confirm whether you were able to successfully receive the funds. If you encounter any difficulties during the withdrawal process, please provide us with the relevant details or screenshots so we can review the situation further.
Thank you for your cooperation.
Best regards,
Attila
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1 month ago
Dear Jonamia and Casino Guru,
To provide an update to the case, unfortunately, the player has decided to use the funds for gameplay and their balance has now been depleted. No withdrawal requests were placed.
Respectfully,
Snatch Casino Representative.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Jonamia,
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,
Attila
