Snatch Casino - Player denied promotional spins after registration.

This casino was offering 50 spins for registration and I signed up. I entered the correct code on the page. The following page stated I would win 50 spins for registering but when I spoke to support after not receiving them, they said I wasn't eligible. After pushing further, they claimed the promotion is no longer active. However, it was definitely active when I signed up, they're just making excuses not to give out the spins.

Hello polianasouuza08,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you try to activate the bonus? Did you enter the code during the registration or after? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I activated it at the time of registration

Then I went to ask yesterday because the rounds weren't appearing, they said I wasn't eligible and then they invented that the promotion had already ended, which is a lie

Hello polianasouuza08,

Did you receive any kind of pop-up that the bonus was activated? Is the bonus visible in your bonus history?

They weren't saying that I would win when I entered the code and signed up for the casino, which didn't happen when I went to complain, they made excuses

Hello polianasouuza08,

I've just noticed that the casino mentioned something about you registration. Can you please advise if you did find the casino through our website and registered like that?

Yes

It was through casino guru

Hello polianasouuza08,

As long as you did register through our website, the bonus should work fine as we did not receive any information from the casino that it should no longer be available. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

NIck

Hello polianasouuza08,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Snatch Casino,

Can you please comment on the player's issue?

Thank you.

Kind regards,

Tomas

Dear Tomas,

How can we contact you personally? We need to share information that cannot be made public.

Dear Snatch Casino,

Sure. Here's my email address: tomas.k@casino.guru

Kind regards,

Tomas

Dear polianasouuza08,

We regret to inform you that your complaint will be rejected. After carefully reviewing all the necessary information, we have found no grounds to penalize the casino for their decision not to grant you a bonus, specifically the no deposit bonus. The casino is within their rights to determine whether they allow players to receive bonuses, especially when considering no deposit bonuses, which essentially equate to free money.

We apologize for any confusion regarding Brazil being restricted from receiving bonuses. However, it is important to note

that you did not lose any of your own funds, and there is therefore no dispute to investigate.

Thank you for your understanding.

Kind regards,

Tomas

Casino.Guru