The player from Germany had reported an issue with an online casino where she had requested a monthly deposit limit of 100 Euros but was allowed to deposit more than this limit. She had contacted the casino's support team but did not receive clear responses and suspected that the casino was intentionally delaying the resolution of the issue. The player had provided all necessary information to the Complaints Team. The casino had admitted to a system error which allowed the player to deposit over her limit and stated that the issue had been rectified. They had refunded 300 Euros to the player, which was the amount she had deposited on the day she exceeded her limit. However, the player had insisted on a full refund of all deposits made beyond the limit. The Complaints Team had agreed with the casino's decision, as the player had won over 1000 Euros using the funds deposited over the limit. The complaint was eventually rejected as the player failed to respond to further inquiries.
Snatch Casino - Player is experiencing difficulties with her deposit limit.
Amount: €809
Snatch Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Dear Casino Guru Team,
On the 7th of August, 2023, I requested a deposit limit of 100 Euros per month and was confirmed through an email on the 11th of August, 2023, at 08:56.
Despite this, I was still able to make deposits beyond the limit: I managed to deposit a total amount of 909 Euros from the time of my limit request, which exceeded the limit by 809 Euros. After I was given written confirmation of the limit, I ended up depositing an extra 509 Euros over the limit.
After reaching out to customer support via email, I was contacted about a week later by a 'VIP Manager'. She first offered me a refund of 339 Euros, and then later that same day, this was reduced to 300 Euros. The responses were very contradictory and confusing.
Unfortunately, I am no longer receiving any responses from my 'VIP Manager'. When I once again contacted support by email, I was directed back to my 'supervisor'.
I have the feeling that the process is purposefully being dragged out, with the hope that I will eventually give up...
Best regards,
Dear zeninosilla,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
Could you please confirm that you passed the KYC verification?
Could you please specify how many deposits have you made since you activated your deposit limit? Was it prior to confirming your deposit limit by the casino or after that?
Please forward any relevant communication between you and the casino regarding setting your monthly deposit limits and the subsequent refund offering to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Thanks Veronika, I emailed you everything.
Thank you for your email. I have checked all the documents you provided and have a few additional questions.
You received an email on 11 August stating your monthly deposit limit has been activated. When exactly were you informed that it would be actually active from midnight onwards (that is, basically from 12 August)? Have you been warned by the casino in any way that your account could not be frozen on 11 August because you accumulated some winnings?
Could you please specify the exact dates the WhatsApp communications you sent me are from?
Dear Veronika,
I think there is a misunderstanding here: I didn't want to have my account blocked, I just wanted to set a deposit limit. I don't understand why this can't be set up (regardless of account balance). What does this have to do with a ban?
You write or ask: "Were you warned in any way by the casino that your account could not be blocked on August 11th because you had accumulated some winnings?"
At no time did I request that my account be blocked. I have requested a deposit limit.
I was not informed that this limit would only be active after midnight. I was told in the email on August 11th. (only when I asked) confirmed that the limit had already been set. I applied for the limit on August 7th, I would have expected it to be set up immediately, if not immediately then within 24 hours.
At other casinos, I have found that limits are set immediately after application.
The WhatsApp messages were sent between August 17th. and 21.08. Posted.
Snatch Casino has now transferred me 300 euros, even though I told the support/VIP manager in advance that I didn't agree with the amount. It is significantly less than the amount I deposited after applying for the limit. In addition, my account has now been blocked.
I look forward to hearing from you again.
Thank you very much & best regards
Thank you very much, zeninosilla, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi zeninosilla,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Snatch Casino to the conversation to participate in the resolution of this complaint.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Peter and zeninosilla,
Sorry for the long answer. We would like to present the situation from our side.
The client requested deposit limits, we set them, but our system was not ideal and therefore two factors occurred that negatively affected the client's experience:
1) When the limit is reached, we must freeze the client’s account, this is specified in the casino’s terms of use.
2) Data about reaching the limit was updated only once at 00:00 every day.
At the moment, we have corrected both of these issues and everything is working as it should.
On the day the client reached his limit, he made deposits in the amount of 400 euros (limits were 100 euros). His account should have been frozen at 00:00 on the same day, however, there is a general rule - we do not have the right to freeze accounts with a balance. It so happened that the client was lucky that day and won a big win, more than 1000 euros. After which the client created a withdrawal request. Since it was the weekend, the client's request to withdraw 1000 euros was processed on Monday. Over the weekend, the client made deposits of another 409 euros.
We admit our mistake and therefore made a refund of 300 euros, which the client spent on the first day in excess of his limit, however, we consider it unfair to refund the funds for subsequent days, because the client withdrew winnings in an amount that was significantly greater than he lost.
Dear Snatch Casino,
Thank you very much for your comment.
However, I think it is unfair not to refund the deposits that were accepted despite the confirmed deposit limit.
Even if I have made profits, a deposit limit should protect me from losing everything again.
It is irrelevant whether I made profits or not.
The fact is:
- I have requested a deposit limit.
- this was confirmed to me.
- However, I was still able to make deposits beyond the deposit limit that should not have been accepted.
Therefore, I am requesting a refund of the full amount of all deposits that were accepted in excess of the limit.
Best regards
Hi all,
Thank you for your replies.
Dear Snatch Casino team,
Let's sum up the information so far:
- zeninosilla set up a daily deposit limit of €100
- the limit didn't work and zeninosilla was allowed to deposit another €300 and eventually won over €1000
- the limit didn't work the whole weekend and zeninosilla was allowed to make further deposits of another €409 while the withdrawal was pending
First of all, I must say that the system of how the deposit limit works is quite bad UX. Why does the casino have to block a player's account to limit their deposits? And when it has to block the account, why can't it block the account with a positive balance? That doesn't make much sense to me. Let me ask you one important thing. Did zeninosilla win the €1000 with his first deposits within the limit of €100 or were they made with the deposits over the limit?
Hi Peter,
I have requested a monthly deposit limit of 100.-.
I was able to deposit 909 euros from the time of the limit request - 809 euros too much (100 euro deposit limit)
I won the 1,000 euros before the deposit limit was confirmed.
Thank you, best regards
Dear Guru,
The UX of setting limits already looks better, now there is no need to freeze the account when the limit is reached.
1000 euros were won from deposits made over the limits.
Hi all,
Thank you for your replies.
Dear zeninosilla,
Since you earned the €1000 from playing with the funds you were allowed to deposit over the €100 limit, we agree with the casino's decision to only refund you the €300. Eventually, the bug turned to your advantage. If the limit was applied correctly, you wouldn't win the €1000.
Dear zeninosilla,
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.
Hi Peter,
That's not correct - I won the 1,000 euros before the limit was confirmed.
I had already sent this email communication to Veronika via email.
In this email you can see that I asked for two withdrawals to be processed and at the same time reminded me to create a limit.
After that I no longer had any winnings that led to a withdrawal.
Thank you very much, kind regards.
Could you please send your deposit/withdrawal history with the exact amounts and times to my email address (peter.m@casino.guru)?
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