The player from Germany had deposited money into the casino, activated a bonus after losing their real money, and met the bonus requirements before hitting a 1500 Euro jackpot. After requesting a withdrawal, the casino paid out only 500 Euro and denied the remaining 1000 Euro, without providing a clear explanation. We contacted the casino, which then reviewed the case and decided to refund the remaining 1000 Euro to the player. The player confirmed receiving the full amount, and the complaint was marked as resolved.
Snatch Casino - Player's 1000 Euro withdrawal has been denied.
Amount: €1,000
Snatch Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
I deposited money into the casino and also claimed a bonus, but I hadn't activated it for play yet. When my real money was depleted, I activated the bonus. After some time, I won and noticed that money was suddenly missing from my player account. I checked my profile and saw that I only had real money left and no bonus money, which means I had met the bonus requirements. This allowed me to play my favorite game (Wazdan - Hot Slot Cash Out), which cannot be played with bonus money. After some time, I hit the jackpot of 1500 Euro with a 1 Euro bet. I requested a withdrawal of the winnings, and the process went smoothly. Unfortunately, I received an email the next day stating that the request was denied (screenshot attached). I cannot understand what bonus this was related to, and I cannot find my winnings in the gameplay history. I contacted the casino, but without success. I don't think it's fair to withhold the money.
1500 Euro winnings, 500 Euro was paid out, 1000 Euro was not paid out
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4 months ago
Dear efreu,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you manually activated the bonus?
- Do I understand correctly you deposited 200€ when you accepted the bonus?
- How much was your balance when you supposedly completed the wagering of the bonus?
- Have you requested the game history from the time period since you made your last deposit? Would you be able to request it from casino support and send it to us for review? My email is tomas@casino.guru
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
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4 months ago
Translation
Hello, yes I activated the bonus manually because that's how it always is there. I deposited 70 euros and I think the bonus was 150%. I don't know exactly, but I think so.
I had about 400 euros and they were all gone, so I looked into it. I already asked the casino to send it to me before I made my complaint, but unfortunately I haven't received a response.
Thank you and kind regards
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3 months ago
Have you received your game history from the casino? Have you received any response from the casino since your last message?
Even if you didn't please send me the communication between you and the casino to my email at tomas@casino.guru
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3 months ago
Translation
Hello, no I have not received anything from the casino, no history and no answer.
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3 months ago
Thank you very much, efreu, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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3 months ago
Translation
Hello and thank you very much!
What is colleague Peter doing now?
I'm not holding out much hope since the casino hasn't answered anything, but maybe miracles can still happen, smile.
Best regards....
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3 months ago
Hello there,
Thank you efreu for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why were the winnings witheld and what can we do to help resolve this issue.
Thank you!
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3 months ago
Dear Casino Guru,
Following a detailed and comprehensive review, which included a meticulous analysis of the player's bet history and all relevant transactions, we have made the decision to refund the amount of EUR 1000 to the player. This decision was reached after careful consideration of all available information and ensuring adherence to our internal policies and procedures.
We deeply regret any inconvenience or frustration that this situation may have caused the player and sincerely apologize for the oversight. We are committed to maintaining transparency and fairness in all our operations and appreciate your understanding and cooperation in this matter.
Respectfully,
Snatch Casino Representative
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3 months ago
Translation
Wow, hello, I really wasn't expecting that. I think that's great of the casino and when the money arrives I'll write an email and thank them again. There is still justice, but without your help it certainly wouldn't have turned out like this.
Thank you very much, how can I show my gratitude to you? I will contact you as soon as the money is in the account to close the case. I am really pleased, thank you thank you thank you!!!
Very best regards
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3 months ago
Translation
Hello, one more question. When will the casino pay out the winnings? Is there a deadline?
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3 months ago
Thank you for the update Snatch Casino representative. Can you let us know what the player needs to do to be refunded this amount?
Dear efreu, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Thank you!
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3 months ago
Translation
Hello, OK, I'll do that. I also check the casino every now and then to see if it's credited there. If the money goes into my account, I'll be informed automatically.
Best regards..
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3 months ago
Dear efreu,
We are pleased to inform you that you may now proceed with your withdrawal request.
Respectfully,
Snatch Casino Representative
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3 months ago
Translation
Hello, the 1000 euros were in my player account. I requested withdrawals of 3 x 300 euros and the remaining 100 euros are over the limit, but that's not a problem because I can request them tomorrow or use them to play, right?
When the money is in my account I will contact you, thank you for the good news
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3 months ago
Dear efreu, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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3 months ago
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Hello, yes I will do that. It was the weekend and the casino doesn't pay out, but it should be there by Wednesday because everything has already been checked by the casino. Have a nice day.
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3 months ago
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Hello, I would like to inform you that the money from the casino has just been credited to my account, in full. I would like to thank everyone involved for their support. My case can be closed.
Best regards,
Elke F***
Edited by a Casino Guru admin
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3 months ago
Dear efreu,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
