HomeComplaintsSnatch Casino - Player can't access casino site.

Snatch Casino - Player can't access casino site.

Amount: €1,000

Snatch Casino
Safety Index:High
Submitted: 19 Sep 2023 | Case closed : 09 Oct 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany was unable to access the casino website despite having funds in his player account. After he contacted the casino's support via email and had three pending withdrawal requests, the player still couldn't access the site. We suggested using a VPN service to access the account and awaited a response. However, the player failed to respond within the given time frame, leading us to reject the complaint due to the lack of further investigation.

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1 year ago
Translation

As of today, I am not able to access the casino website. There is money in the player account.

Automatic translation:
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1 year ago

Dear Lukas1997,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

I checked the casino website just now and for me the website was accessible. https://snatchcasino.com/

Could you please advise if you contacted casino support via support@snatchcasino.com ? What was their response?

Do I understand correctly there is a withdrawable balance on your casino account? Do you have any active withdrawal requests pending in the casino?

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,

Tomas

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1 year ago
Translation

Hello, when I follow the link I get the message page not available. There is currently money in the account. I also have three outstanding withdrawal requests.

I also contacted support via email.

Edited
Automatic translation:
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1 year ago

Have you received any response from casino support regarding the pending withdrawal or any other outstanding balance on your casino account?

Could you please check if you can access the website using a VPN service and access your casino account?

I managed to access the casino website using a German VPN on this specific link:

file

I'll await your reply.

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1 year ago

Dear Lukas1997,

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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1 year ago

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.

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