Snatch Casino - Player’s account closed and winnings confiscated.

Scam - Stay Away

Early december I deposited in this casino and got the bonus and played and lost. then deposited again and won playing the same slot. Once I want to withdraw, i get an email saying my account didnt pass the "risk security test" and that I have been banned from using the site and my winnings are cancelled and my deposit is confiscated. needless to say, this is a total lie as i have done nothing wrong but playing the same slot that i have initially lost in it. there is no way to communicate with them as they dont answer emails and they locked my account. i cannot file a complaint anywhere because they are not regulated. basically, whoever wins with them they can come up with any such an excuse and simply not give ur money. stay away and do not fall into the same trap as ive done. i have 300 euros of deposit and 900 euros of winnings that i need to recover. i have never seen a site that keeps ur deposit with them, even if they decide to close the account it is illogical to keep client's deposit with them. let us say i made a 5000 euro deposit and they for some reason wanted to close my account, they keep the deposit too? just like that, my hard-earned money is kept with them!! what a shame. i hope they read and confront me.

Dear albertpoxas111000,

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. Could you please advise if you passed the KYC verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hello Krisitina,

Thank you for your reply, kindly find below my reply:

• Yes, I have passed KYC and had my account verified prior to making deposit
• I made a 250 euro deposit and got bonus and played it and lost all. Then I made a 50 euro and played the same slot machine and won after which I wanted to withdraw 600 from my 1268euro balance. One day after I made withdrawal I got an email from snatchcasino saying my account is closed and that I had a certain strategy of playing etc...I will forward you their email to your email address. They closed my account and said the winnings are cancelled and even my deposit is confiscated, as if I committed a crime or killed someone. This is the story. I shall forward you their email now.

Many thanks

Albert

Thank you very much, albertpoxas111000, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.  

Thank you, will be looking forward to restoring what is right and receiving my money

Hello albertpoxas111000,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

How do you expect them to reply when the case is very clear: probably they ran out of money and to avoid payment they just came up with that baseless claim. They lure the customers by their bonus, then ask to wager it 35times!! and if by a miracle someone still has money in his balance they come up with some silly excuse so as not to pay. Their excuse is so lame that they cannot even support it with evidence. If they were solid and big enough, they would simply pay instead of humiliating themselves and their reputation.

I thank you for your support and hope they will be courteous enough to repsond.

Dear Guru,

The client used the bonus balance to play a slot with an accumulating feature. We regard this as a bonus abuse. For this reason, the client's account was closed and the balance was cancelled.

Dear albertpoxas111000,

Using bonus money to charge on features and then collecting the winnings with real money is prohibited in any casino. If you engaged in this behavior, the casino acted appropriately and there is no recourse for us to pursue.

Can you please confirm this?

Dear CasinoGuru,

I have explained what exactly happened to me and I do not see any wrong doing in it whatsoever.

I made a 250 euro deposit and got bonus and played it and lost all. Then I made a 50 euro and played the same slot machine and won after which I wanted to withdraw 600 from my 1268euro balance. Clearly the slot machine that won the 250 euro and the bonus will start paying back and this is what I did and this is what everyone does when they play slot machines, as after losing a lot the same machine will start paying it back. This is similar to going to the casino, losing 750 on a slot machine then inserting a new bill and playing again and naturally someone will win because the machine already won a lot. What is wrong in doing so I don't understand: is there a rule that says if you lose on one slot you cannot play again? I am free to play as much as I want on any machine. This is the entire story; why are they giving 200% bonus if they want all customer to lose? Eventually someone will win and they will start finding excuses so as not to pay. After losing 750euro on one slot, it is only natural that this same slot will give some of its winnings back. Moroever, no matter what the case is or how they see it, there is no right whatsoever for them to keep my deposit. The deposit is entirely my money, has nothing to do with them and they cannot keep it. Even when you go to a court, there is no chance to keep my deposit: are they punishing me? I don,t understand. If someone is smart to win they do this? And if I make a 5000 euro deposit and same happens, they keep that deposit too? They just win 5000 euro?

This is totally unacceptable. Clearly they are a site that does not have enough money to pay its customers and tries to generate money by such ways

Dear Snatch Casino representative,

Could you please send me the supporting evidence to matej@casino.guru?

Thanks.

Dear Guru,

We sent you the client's game history.

Dear Snatch Casino representative,

Upon reviewing the log, I noticed that albertpoxas111000 only played one slot. His initial win occurred after 146 bets. Given these circumstances, I do not believe we can consider this as bonus abuse. While I acknowledge that the game in question offers potential advantages in this case, in this particular instance, where the player is solely focused on a single slot and the win occurs after a significant number of rounds, it does not appear that albertpoxas111000 was attempting to exploit any aspect of the game.

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 Guru,

In this case, the client increases the bet each time one step before receiving a bonus advantage (inside the game). He does this until his balance runs out, after which he makes a new deposit and collects all the bonus rounds in one game. Although this is not literally considered a postponement of bonus rounds, we regard this as an abuse of the bonus balance. Please review the client's betting history. Returning deposits to the client would be a better solution for us than paying out funds that the client won illegally.

Dear Matej (CasinoGuru),

First of all thank you for your meticulous and persistent follow up not only in defense of the end user but also for the sake of fair and just outcome: Imagine how many clients have given up on defending their rights and lost thousands of dollars unjustly. As it is clear to all of us now, and as admitted and confirmed by snatchcasino representative, I have done nothing wrong whatsoever nor abused any of the rules and regulations and I do not see why my winnings should not be returned. There is no wrongdoing from my side and I should be given access to my account so I can withdraw my entire balance. Thank You again for your support.

PS: The claim that "the client increases the bet each time one step before receiving a bonus advantage (inside the game). He does this until his balance runs out, after which he makes a new deposit and collects all the bonus rounds in one game" is totally baseless and not sound; since I cannot know if my balance will run out and when? All I have done is as I mentioned is to increase the bet and play the same slot since naturally it will pay after many rounds of losing. When my balance was zero, I naturally made a new deposit to continue playing. What is wrong in this? Except the fact that I won and this did not please snatchcasino, as their sole purpose is to have all customers lose their money.

Dear albertpoxas111000 and Snatch Casino representative,

After reviewing the game logs, it is evident that Albertpoxas111000 was using the previous progress that he had achieved while playing with a bonus. After he lost the bonus amount, he deposited real money and collected all accumulated progress. He started with a 0.4 bet and played only until he hit the bonus rounds, collected the winnings, and moved to another saved progress by increasing the bet. This behaviour is prohibited, and therefore, the casino is right in this case.

Dear Matej,

If you believe the casino is right after doing so much investigation on the case, then I have nothing to add and I accept your judgement, otherwise I will be wasting your time with back and forth explanations and writings. So let us go ahead with the casino's offer to return my deposit to me and we close the case as such. Kindly advise how I can login and retrieve my deposit back. Thank You

Dear casino representative,

Can you please assist albertpoxas111000 with logging in and retrieving his deposits?

Thanks.

Dear Matej and albertpoxas111000

We hereby confirm our agreement with the proposed decision. Accordingly, we will proceed with issuing a refund to the player. 

Upon completion of the refund, the account will be closed in accordance with administrative decision.

Respectfully, 

Snatch Casino Representative

Hello Matej,

I have withdrawn my deposit of 296euros. Thank you for your support and follow up

Dear albertpoxas111000,

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,

Matej

Casino.Guru