Snatch Casino - Pelaajan voitot on takavarikoitu.

Hello,

I am accused of bonus abuse.

I played a bonus at the casino and then deposited again.

While playing, I noticed that the bonus reactivated even though I had closed it.

Now the casino collects my winnings + my last deposit.

I don't feel like I'm being treated fairly.

Can you help clear this up?

Hallo,

mir wird ein Bonusmissbrauch vorgeworfen.

Ich habe bei dem Casino einen Bonus gespielt und danach nochmal eingezahlt.

Beim Spielen fiel mir auf, dass sich der Bonus reaktiviert hat, obwohl ich diesen geschlossen hatte.

Jetzt streicht das Casino meine Gewinne + meine letzte Einzahlung ein.

Ich habe nicht das Gefühl, dass da fair mit mir umgegangen wird.

Können sie helfen, das aufzuklären?

Dear Mwandi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you completed the wagering requirements before you made the deposit? How much money was in your balance at that point?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Mwandi,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.