The player from Germany encountered a technical glitch while playing in the casino. Winnings from a bonus feature in a slot game were not credited to his gaming account. He provided the casino with the information necessary to investigate the issue, but allegedly, due to the information not being sufficient, despite that it contained the exact time of the disputed game round, the casino failed to investigate the issue. Shortly after, the player decided to apply self-exclusion to their gaming account and indicated gambling addiction as the reason for the request. At this point, as the player's bonus balance consisted exclusively of bonus funds, the balance was forfeited. Later, the casino investigated the issue related to the disputed game round. It was found out that the disputed amount was in fact, due to an error on the game provider's end, not credited to the player's account. Unfortunately, given that the player's access to his gaming acount couldn't be restored, due to self-exclusion, we were left with no option but to reject this complaint.
Snatch Casino - Player encountered a technical glitch.
Amount: €30
Snatch Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
The casino didn't credit me with a win, which seems to have been a system error. When asked, the required evidence was immediately provided (game round ID, time and date), the casino said that the test could take 3-14 days, this was almost 3 weeks ago and the casino simply no longer answers my emails and wants to also not issue me a copy of my personal data. I ask for clarification.
Dear seanheart,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident and the affected bet or game round.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
OK thanks. I have sent you the required evidence to the specified e-mail.
Thanks for your email. Is the bet recorded in your game history found in your player profile?
Could you please forward the feedback you received from the casino about the missing win to my email?
Thank you for your email, seanheart.
I'm truly sorry, but if we don't know your bet affected your balance in game history I'm afraid we won't be able to help you. Please understand that we stand no chance of confronting the casino without this supporting evidence.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.
Thank you very much, seanheart, for your email. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear seanheart,
From now on, I’ll be taking care of your complaint. I’ll contact the casino team to see if I can help.
I would like to invite the representatives of Snatch Casino to join this conversation and participate in the resolution of seanheart’s complaint. Any relevant evidence can be forwarded to andrej.p@casino.guru.
OK. Have you achieved anything in this regard?
In the meantime I have also contacted your licensor (CEG), unfortunately I had to learn that you do not have a German or EU license.
Dear Guru,
The client wrote to the support service, but did not provide all the necessary data about the game round where, in his opinion, an error occurred.
After that, after a while, the client wrote with a request to close his gaming account. Since the player played with bonus funds, and there was no real money on the account, it was decided to close his game account.
Good evening,
As in the email to Casino Guru, I sent Casino Support several times all the data required by Snatch Casino in the chat. The request to pause my account (3 weeks) was not answered, which shows how seriously a casino takes player protection. There is also no way to set this yourself. This seemed extremely frivolous to me, so I requested a copy of my data (game history and transaction list) and then had my account closed permanently (chat history was made available to you)
Since then I have not received any reply or an excerpt of my personal data. I was simply ignored, hence the non-credited profit.
In the last mail I was asked to prove the win in my player profile, which was not possible because you could only scroll to a certain point on the page, hence the request for the data (game history) to fulfill this harassment as well, although I was explained step by step in the live chat how I can get the necessary data directly from the slot (last winnings over 50x with replay link) which I did, but these are suddenly being called into question here.
As far as the bonus credit is concerned, it was credit in the form of coins earned through deposits/sales, which could then be converted into credit in the shop. In the bonus conditions, no minimum turnover is specified in this regard, but a maximum possible payout amount of x5 of the credit purchased in the shop. As you can read here.
https://snatchcasino.eu/en/page/bonus-terms
Because after deposits were withheld from me for 5 days, despite the evidence provided, I didn't want to continue depositing at Snatchcasino due to the bad experience and the low degree of player-friendly measures because everything seemed pretty dubious to me. Which is proven here again, since you don't seem to hold yourself to your own terms.
No other casino experienced so many complications, errors and discrepancies in just one week, not to mention the lack of player protection. No matter how this case goes and you want to wriggle out of here, the main thing is that this is also visible to other players.
Thanks for your support!
Dear Guru,
The client asked to close his account on February 5, 2023. On the same day, the account was closed and the client was notified. We are attaching screenshots.
In regards to the disputed game round – could you please specify which detail was missing as according to seanheart’s statements, all necessary information was provided?
The client provided us and you with an ID from the provider, we cannot check the round in this way.. We need an ID that is displayed in the history of bets in the client's personal account.
Lastly, could you please advise if I do understand correctly that upon closure of seanheart’s account, their balance (consisting of bonus winnings) was not returned because the requirements of the bonus had not been met?
Yes, Guru, you understand correctly, by the time the account was closed, the bonuses had not been released.
Thank you, Snatch Casino team, for the reply. Would you be able to clarify why the information regarding the game round provided by seanheart was not sufficient?
It was mentioned that this was communicated to the player, however, according to their claims, it was not possible to obtain the information of the game round as the player was not able to access their game history for the time period in question. Could you please comment?
Lastly, could you please advise how are players informed about the conditions of bonuses that are credited to their accounts - their wagering requirements, specifically? In this situation, it seems there was a misunderstanding on the part of the player or miscommunication since the player seemingly wasn’t aware that their bonus balances would be void upon requesting account closure, hence the question.
Dear seanheart,
In the meantime, I’d like to kindly ask you to forward any relevant communication between you and the casino. You can upload the information here or forward it to andrej.p@casino.guru.
Good day,
as mentioned in my last comment I added the Snatch bonus terms and conditions which doesn't say anything about it.
I will email you any further communications.
Even the email in which I was encouraged not to pause my account.
With kind regards.
Dear Guru,
To check the round, we need the ID of this round, which is displayed in the client's game history in his casino account. Bets for all time are saved in the history, you can use the date filter to search.
In our casino, if a client wants to close his account and he has funds there, we notify him that there is a balance and we do not close the account. In our case, seanheart did not have a real and bonus balance, so his account was closed.
Clients are notified about the conditions for using the bonus at the time of receiving it. Players can find detailed information in the "Terms and conditions" section.
Thank you, Snatch Casino, for your insights.
And thank you, seanheart, I’ll wait for your e-mail.
In the meantime, could you please comment on the above? Were you notified about the bonus you were credited with and about the respective conditions?
Good day,
As already mentioned in my previous comment, this is not marked as a bonus credit but is only limited to a maximum payout amount.
I will send you all other relevant mails, including those that the casino does not want to deal with (temporary suspension of the player's account).
In addition, the live chat recommended that I obtain the required data from the game, when support then told me I should prove the information from my player profile, this was not possible, as described before, so I asked several times for a copy of my game history, which I have not received to this day.
Best regards.
Thank you, seanheart, for your reply and for your e-mail. If there’s any other relevant communication between you and the casino, please make sure to provide it as well.
Dear Snatch Casino team,
To clarify the circumstances regarding this case, I’d like to kindly ask you to explain in detail how are players notified about being credited with a bonus and about the terms and conditions that apply to the bonuses. Is there a pop-up window? Is an e-mail notification sent to players in these instances? Is the bonus balance clearly separated from the real balance?
Furthermore, according to the information provided by the player, it seems that all necessary information regarding the disputed game round was provided. What’s the reason why the exact time (to the second) the disputed round took place wasn’t sufficient in this case? Lastly, the player states that he couldn’t access the relevant part of the game history in his account as it was allegedly not possible to scroll that far. Could you please advise what might have been the culprit here?
Thank you in advance.
Dear Guru and seanheart,
First of all, we would like to inform you that we have sent the client's game round to the provider for verification. We are still waiting for a response from them.
Answering your questions Guru:
-When a bonus is provided, a notification about it appears on the client's screen. After activating the bonus, wagering is displayed in the "bonuses" tab in the client's personal account. The terms and conditions set out all the conditions for the use of bonuses.
-We send notifications to the mail about the conditions only for individual bonuses. For standard bonuses, all conditions are described in the "terms and conditions" section
-The bonus balance is clearly separated from the real balance in the client's personal account.
Nice that you have finally submitted the game round to the provider after almost 2 months.
As mentioned several times, the coins earned through wagering/deposits can be used to purchase real money/credit, however these were never declared as bonus credit nor did any indication appear that this was linked to wagering requirements.
https://snatchcasino.eu/en/page/bonus-terms
Dear casino team,
Could you please provide for reference a screenshot of the notification players receive when claiming a bonus – specifically the one seanheart claimed?
Are there any new developments regarding the verification of the disputed game round?
Dear seanheart,
The information provided by the casino representative suggests that you should have seen a notification about the bonus being credited to your gaming account. Do you remember such a notification? Furthermore, since your bonus balance should appear separate from your real balance, could you please advise where was the amount you converted from coins credited to?
Thank you in advance for your replies.
Hello Guru Support,
I checked again, I didn't get any notification that it was an activated bonus. In addition, the coins that were only generated through sales / deposits to convert them into real money were not displayed as bonus credit, otherwise I could imagine that it is linked to sales conditions.
A deposit bonus, for example, is clearly displayed in the bonus area, which you have to activate in order to use it, the required turnover was then also displayed there and how much has already been implemented, etc.
Dear seanheart,
We inform you that we have received the result of the check: "The details of this round are not available, since the Pragmatic Play provider keeps the history of the rounds for 30 days, however, the provider's specialists confirmed the amount of the player's winnings in this round: 30.25 EUR." But we cannot credit them to your account as it is closed due to gambling addiction.
Dear Guru,
We would like to draw your attention to the fact that the round was played using bonus funds. And the client's account was closed due to gambling addiction after the client's request. We want to know your opinion, what should we do in this situation?
Good day,
again I have indicated that I am closing it due to gambling addiction as I could not freeze my account myself and was told that it is not possible to take a break as you can see from the email correspondence.
And as you can see, the casino simply ignores the previous points again.
I made this request while my account was still open and I was ignored, that's harassment.
Thank you all for the replies.
This case will be subject to our internal discussion in an internal meeting which is scheduled for Wednesday next week.
In the meantime, we would like to kindly ask Snatch Casino team to comment on seanheart’s claims. Allegedly, the amount in question did not appear in the player’s bonus balance. Nor did the information about the turnover and the notification about the bonus being credited to the player’s account was either missed or not shown. Could you please investigate further? Any relevant evidence can be forwarded to andrej.p@casino.guru.
There's no question about the fact that the amount in question was subject to Bonus terms as the information shown in the 'Shop' section clearly indicates this. Notwithstanding, we would like to learn how is the rest of bonus play handled in this regard.
This shop function was probably recently edited the option 15 stars for 3€ was removed and now it is clearly marked as bonus money - all this effort just to deny this low profit. Good that new players see this case when they want to find out more about the casino.
In addition, the specified RTPs are not correct, the whole casino looks like a single scam. I only had deposits and not a withdrawal in months.
There are far better casinos out there.
Dear Guru,
After purchasing bonuses in the store, the user is shown a notification as in the screenshot:
Funds will be displayed on the bonus balance of the casino:
Further, the client can find information about the active bonus by clicking on the "bonuses" tab in his account:
Good day,
I see that for the first time today. Are these even the same sites we're talking about here?
sports bonus? I see it for the first time too
I never had to activate the credit, just confirm the purchase.
I found out about your parent company, given your reputation it might make sense for you to at least take the money and simply donate it. When a company so badly needs to take such steps just to not have to admit a mistake even though it was clearly pointed out here (unpaid game round) and for that I was called a liar and ignored even though I'm right as proven here and now all of a sudden it's the bonus terms, that's ridiculous.
Donate the money and I would be happy with that.
what is clear is that you are running a fraudulent casino with a system riddled with bugs.
With kind regards!
Dear all,
Please be informed that we discussed this case internally. After a thorough review of all relevant details and evidence, we’ve reached a conclusion.
Given the circumstances, we believe there’s no reason to doubt that players are sufficiently informed about bonuses they’re credited with and that the amount that has been forfeited consisted solely of bonus funds, which were not eligible for withdrawal as the wagering requirements of the respective bonus had not been met at the time when seanheart requested self-exclusion, and indicated gambling addiction as the reason for the request. This being the case, we believe that there were no errors made on the casino’s side in this regard.
seanheart, we understand your point of view and that you might not have been aware that the remaining balance in your gaming account consisted of bonus funds but considering the situation, especially the fact that you’ve self-excluded, all we can do is recommend Snatch Casino team to improve the internal processes regarding investigation of disputed game rounds, and to inform players about bonuses (and their respective conditions) by more than just a pop-up notification. Ideally, also by sending an e-mail to avoid similar misunderstandings in the future.
With that being said, we’re rejecting this case as ‘Unjustified’.
I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
Dear seanheart,
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.
Good day,
the "buy credit" section (in exchange for earned coins) was revised after my complaint, I know that since you could previously exchange 3€ for 15 coins and this option has now been removed and can only start at 5€ for 25 coins, Otherwise I could have bought €8 "credit" if the exchange of coins only starts with a credit of €5 or more, which Snatch Casino has also revealed here itself. As a result, the section was renamed "Bonus Money".
which is now clearly evident but as I said only in hindsight.
Despite everything, I was cheated of my winnings, if this were higher, you would see how this casino behaves, simply ignoring players to the extent that contact was only established here. I have offered Snatchcasino to pay out or donate this amount after never having had a payout there but plenty of deposits in this short window of time, of course this was ignored, my evidence was not thoroughly considered.
My conclusion is that Snatchcasino is a scam, deliberately deceives players, advertises with RTPs over 100%, as proven here, has system errors in terms of winnings and, in case of doubt, no longer answers despite the evidence provided and does not adhere to their own bonus conditions. Also, there is no player protection on the site and if you want to pause your account you are still encouraged to leave the account open so I had no choice but to close it permanently with that reason as there was no other option to close the account. Which underlines the greed of this company because you know how players work in this business.
Thanks to you casino gurus for the mediation attempt and the support even if this was in vain.
Dear seanheart,
Thank you for the reply. I understand your frustration and I am sorry we could not be of more help on this occasion but considering the circumstances, we cannot penalize the casino, and are left with no option but to reject your complaint.
I hope you will never come across a similar problem in the future.
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