Snatch Casino - Player is experiencing difficulties with her self-exclusion.

Hello

I have self-excluded myself from the sister casino, Iwilds Casino, due to gambling addiction.

Yet, I was again allowed by snatchcasino from askgamblers to log in and play, receiving a 200% deposit bonus.

I have previously sought your assistance with the same issue at wisho casino.

I tested creating an account to see and found that I could log in. My addictive tendencies couldn't handle it and I ended up gambling away 11000 kr.

The casino is not responding to my emails.

I need help recovering my money and also the assurance that when I self-exclude, it will actually work. This is ruining my life.

Dear rebeccatolieelf,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

When you got self-excluded from iWilds Casino due to gambling addiction, were you informed that you would be blocked from sister casinos as well?

Did you use the exact same personal data (email, phone number, name, address) in your Snatch Casino and iWilds Casino profiles?

Could you please specify when exactly you opened an account at Snatch Casino?

Please forward the communication about your self-exclusion at iWild Casino as well as any other communication from Snatch Casino relevant to the issue to veronika.l@casino.guru.

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

Best regards

Veronika

Hello

Thanks for quick reply. Appreciate your help so much.

Exactly the same login details.

When I try to go to Iwilds they say that the player is suspended due to gambling addiction.

Since I can't take a screenshot, I'll send my login name on iwilds so you can see what it says.

The big problem is that even though I have blocked myself, iwilds continues to send lots of emails about freespins etc.

They do not take responsibility for five öre.

Login:

[hidden by Casino.Guru as it contains sensitive information]

Sending all info

Dom säger att dom inte skickar promotions:

Responsible Gaming

We at iWildCasino believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at iWildCasino, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them. Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@iwildcasino.com and ask to terminate your iWildCasino account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:

Thank you for your email. Have you submitted a self-exclusion request in Snatch Casino as well?

Hello

Been waiting 6 days for your reply?

Sent pictures.

They don't answer, but when I try to log in now, it says player blocked of gambling problems.

So yes..

IWILD HAS SENT 10 MAILS after I blocked myself with bonus offers etc.

SNATCH DOESN'T ANSWER ME.

IT IS ABSOLUTELY AWESOME

I need my money.

When you block yourself, they say that they should be blocked on their pages.

I opened an account with the exact same password and username and email.

Why are they late?

Tried to get in touch with as.

They don't answer me. You have rated this casino 8.7?

I apologize but the fact that you self-excluded yourself from iWild Casino does not automatically mean that you will be excluded from all other sites belonging to the same owner. I checked the Responsible Gaming section of the Snatch Casino, and this is what I found:

You can always contact our support department at support@snatchcasino.com and request that your SnatchCasino account be terminated for a set period of time. Following that, we will take the necessary steps to completely block you from our site as well as any promotional e-mails you may be receiving from our casino. If you want to set up a personal cooling-off period, please contact our customer support team.

Could you please advise when exactly you requested to be self-excluded from Snatch Casino? Have you specified the reason for your self-exclusion?

Have you made any deposits after you requested self-exclusion from Snatch?

Regarding the promotional emails you receive from iWild Casino, we fully agree that they should not be sent to you anymore. I suggest you open a new complaint regarding this issue.

But you!!! You have to help me, otherwise I have to report the license.

No, I blocked myself permanently.

Have you read what the law says in the curacu license how they should work..

If you feel you can't help me, I want someone else who wants to fight with me and not knock me over.

It is SEK 11,000

I GOT BLOCKED FROM IWILD FOR GAMBLING.

ATTENTION!!!! THEIR CHAT HAS SAID I'M QUEUED FOR A REPLY.

CAN SEND PROOF.

9 DAYS NO ANSWER

DO YOU HAVE A PARTNERSHIP?-

Then I get my money because I report iwild??? Don't understand you🙁

I understand your frustration. Nevertheless, we are not able to help you recover the deposits you made prior to letting Snatch Casino know that you suffer from gambling addiction. That's why it would really help if you provided me with the exact timeline of:

• you opening the Snatch Casino account
• requesting self-exclusion due to gambling problems
• depositing

Last Monday snatch. Everything happened Monday-Tuesday

In the wild 2 months ago.

Where they write that they apply to all pages.

So how can I open up snatch?

If I report Iwild will I get my 1100 euros back or I don't understand.

I don't understand, I'm not going to just make a report without getting a correction.

And my money.

Regarding the fact that they did not respond, how should I know? When they saw?

Have you sent all the documentation to your email Veronika?

Dear rebeccatolieelf,

I am sorry but since you did not let Snatch Casino know about your gambling problem prior to making deposits, we are in no position to help you get any refunds.

Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.