Snatch Casino - Player experiences unexpected deduction and account access issue.

I deposited 50€ and was given a bonus of 50€, which I had to wager around 5,000. I managed to complete that wagering requirement through great effort and some good wins. I had accumulated a sum of 2,300€, but upon completion of the wager, they reduced it to 1,500€. Of course, I then requested a withdrawal. Without any notification or any mention of the bonus's wagering requirements, my withdrawal of the 1,500€ was approved. However, two days later, 1,250€ were deducted from my account for no apparent reason, and since that day, I've been unable to access the specific website! I demand justice and a return of my money!

Dear vasilisgrillis1,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which exact bonus you have activated and played? Have you redeemed any bonuses from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Dear vasilisgrillis1,

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.

My account had been activated and had been verified directly by me.. The bonus I had was the Saturday/Sunday deposit bonus.. In the past I had never wagered any of these bonuses because for €50 I had to wager 5,000 which was impossible which I did... And it didn't say anything about the money when I completed the wager that they would pass it all back to me and leave me only €200 out of the 2,000 something

I apologize for the delayed response. I have checked the bonus terms (here) and this is what I found:

13. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

It means that you should be entitled to 5x the rewarded bonus amount to be cashed out. In your case that would be 5x €50. Nevertheless, I'm not sure if it's the exact bonus that you activated. Could you please forward its link when replying?

Dear vasilisgrillis1,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.