Snatch Casino - Player experiences withdrawal restrictions despite a high VIP account level.

Good morning, first and foremost, thank you for your help. Snatch Casino is a disgrace.

I have 57,500€ there and trying to withdraw any amount is a nightmare. I managed to withdraw 5,000€, but it was quite difficult. My account level states that I can withdraw 50,000€ a month, yet they are now scheduling me for 1,000€ per week.

As you can calculate, at this rate, I won't have my money even after a year.

Outrageous

Dear Burton1104,

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

I checked the casino terms and conditions and I found this:

"9. WITHDRAWAL POLICY

- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

per transaction: €1000 

in 24 hours: €3000 

per month: €50000 "

• Could you please specify how the casino informed you about the timetable for your withdrawals?
• Send me the communication from the casino to my email at tomas@casino.guru or alternatively post screenshots here.

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

Good afternoon, and by mistake I said €57,500 and in reality it is €60,500 as I have €3000 captive with a booking of €1000 for 1/11, another €1000 for 6/11 and another €1000 for 9/11 as I send you proof

...and what's more, until I receive the 3 requests, I can't make any more requests, shameful!!

this is enjoying.

Thank you very much, Burton1104, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Burton1104,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Snatch Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Snatch Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What needs to be done on his side to speed the process up? Would it help if he tried to withdraw by a different payment method? Or, would the casino be able to (for example) make a manual withdrawal? Like this, it seems the casino does not comply with its Terms and Conditions.

If it suits you better, feel free to reply to my email (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Guru and Burton1104,

Today the last payments were processed and paid to the client.

The reason for the delay in payments was due to the limits of the bank payment provider, which, unfortunately, do not depend on us.

Dear Burton1104,

Based on the information provided in your email - can you please provide us with an update on your issue directly here?

How much has successfully been paid out to your payment method, and what is the current disputed amount?

Can you confirm that the last withdrawals were completely processed as the casino representative stated above?

Yes, I confirm that payments have been made.

Thanks again

Thank you for the update, Burton1104.

How much has successfully been paid out to your payment method, and what is the current disputed amount?

Were/Are further payments made in accordance with the casino's Terms and Conditions? If yes, and the casino meets its rules for withdrawals, can I consider the issue sorted out, or is there anything else I can help you with?

If there is any remaining balance that you would like to withdraw or there are active pending withdrawals, would you like me to wait until the whole amount is completely withdrawn, or I can close the case?

If you do not want to provide some information publicly for some reason, please, let me know, and I will mark your post as "sensitive", so hidden from the public, and visible only to the involved. No problem.

Of course they don't comply, you can't make withdrawals as they say, nor do they pay as they say. Until I filed the complaint, they paid whenever they felt like it, as I can prove with the email they sent, now they pay €1000 a day and you can only request a withdrawal when you receive the payment and if you don't receive it, as is the case on the weekend (which they don't make payments) then you can't even make withdrawal requests.

Dear Burton1104,

Thank you for your reply.

However, I am afraid you have not answered my previous questions, and also, a few new ones arose.

"How much has successfully been paid out to your payment method, and what is the current disputed amount?

Were/Are further payments made in accordance with the casino's Terms and Conditions? If yes, and the casino meets its rules for withdrawals, can I consider the issue sorted out, or is there anything else I can help you with?

If there is any remaining balance that you would like to withdraw or there are active pending withdrawals, would you like me to wait until the whole amount is completely withdrawn, or I can close the case?

If you do not want to provide some information publicly for some reason, please, let me know, and I will mark your post as "sensitive", so hidden from the public, and visible only to the involved. No problem."

In addition:

• If I understand it correctly, you became a VIP member recently, so only standard withdrawal limits are applied to your account, and you were informed about it
• Part of your winnings were lost by playing
• Nothing indicates that the casino did not comply with its rules, and when some of the withdrawals were delayed, it was caused by a 3rd party payment provider, which the casino cannot influence
• By requesting a withdrawal by a different payment method, you accepted its processing times

Why did you request a withdrawal via another payment method if you know that it is better/faster via MiFinity? I am afraid that then it does not make sense to complain about it.

When there was an active balance in your account and the casino was processing your last withdrawals normally, were they processed within the time frames stated in its Terms and Conditions or sections explaining payments?

If you could guess how much was the casino able to pay you per month (approximately), how much would you say it was?

It is an industry-standard rule that online casinos pay €10,000 per month on average, and we fully accept it. In case the casino was able to pay out such an amount per month, I cannot see an issue there at all. So, if it was like that, can I consider the matter closed?

Furthermore, if any portion of your winnings were lost by playing in the casino, while the casino met its processing times for withdrawals or it could not influence the process - it was not the casino's fault - unfortunately, no online casino would have returned the lost winnings.

Last but not least, please note if you fail to respond to my questions sufficiently and clearly, the complaint will be closed/rejected due to non-cooperation on your side.

Thank you for your understanding. Looking forward to hearing clear answers from you.

Dear Burton1104,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested information and details.

Thank you, Snatch Casino Team, for your cooperation.

Best regards,

Branislav, Casino.Guru