The player from Switzerland encountered issues with the maximum payout limit after making a deposit and receiving a bonus. He was frustrated that, despite having completed most of the wagering requirements, his payout was limited to $100 instead of the expected amount based on the bonus terms. The issue was resolved after the player confirmed that the problem had been addressed, leading the Complaints Team to mark the complaint as 'resolved' in their system. The player was encouraged to reach out again if further issues arose in the future.
Snatch Casino - Player faces payout restrictions on winnings.
Amount: €230
Snatch Casino
Safety Index:HighSafety Index
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8.9
Snatch Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
I did a deposit of 160$ and recieved a 300% bonus + freespins. I was about to finish the wagering then i got a message that the maximum payout is 100 and the remaining 230 will be deducted from my balance even though the maximum payout is 2400 (bonus money x5) i just don't understand why every casino tries to scam you even though they have an advantage.,..
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2 months ago
Dear nsL71234,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to emphasize that bonuses that consist of a match bonus and free spins may have two separate maximum cashouts for both parts of the bonus.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please forward me the link or promo code you used to activate the offer? I would like to see if the match bonus and free spins had different maximum cashout limits.
- Also, please clarify which part of the bonus you were playing with when your balance was reduced.
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,
Kristina
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2 months ago
Thank you very much for your reply, nsL71234. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
I did talk to the support for a long time, but they tried their best to not understand the problem.
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1 month ago
Please forward me the communication so I can gather as much information as possible about this case.
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1 month ago
Dear nsL71234,
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 month ago
Dear nsL71234,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
