The player from Portugal deposited 100 EUR and was awarded a 250% bonus. After gaming and raising the balance to 1,860 EUR, a technical glitch occurred and when trying to resolve it, the player accidentally cancelled the bonus and lost the entire balance. We rejected the complaint because the player didn't respond to our messages and questions.
Snatch Casino - Player lost winnings due to bonus cancellation.
Amount: €1,860
Snatch Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I made a deposit of 100 eur in this casino, having received a bonus of 250% ( 250 euros).
email - e******6@hotmail.com
I played for a few hours, having managed to reach a balance of 1860 eur. The game I was playing crashed, I had to go back to the lobby, and when I tried to refresh the page to continue playing, I accidentally canceled the bonus. My entire balance disappeared and my account was left at zero. The bonus amount was 250 eur, not 1860!!! After talking via chat, they refuse to solve the problem, and are even rude and impolite. You can withdraw the bonus as I accidentally and unintentionally canceled it, but where is my remaining balance??
this situation is outrageous and goes against the casino's own terms and conditions!
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Epedro46,
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. Can you please provide information on the progress of your bonus wagering? Did the incident occur shortly after beginning the bonus wagering process or towards its completion?
If there’s any relevant communication, please forward it along with any supporting evidence 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
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1 year ago
Translation
Good afternoon. The bonus was almost fully rolled over. Had played 9600/12000. I played several hours with my balance and the bonus money that was increasing. The point is that I have already made several attempts with the casino support, I have already explained that I did NOT cancel my bonus. But still they continue to insist that the cancellation was done by me. I ask: how stupid would it be for me to cancel a bonus where I was almost completing the rollover???
I did not cancel anything strictly and the casino does not assume the technical error that blocked my game and forced me to return to the lobby!!! I returned to the lobby with the intention of being able to refresh and play again, not to cancel anything.
the casino is acting in bad faith, probably because I was winning and almost completing the rollover.
Automatic translation:
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1 year ago
Thank you, Epedro46, for the clarification. Could you please forward any relevant communication along with possible supporting evidence to petronela.k@casino.guru at your earliest convenience?
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1 year ago
Dear Epedro46,
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 year ago
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.
