The player from Germany had had her account closed, which had resulted in the disappearance of her winnings of 2,500 Euros. She had disputed the casino's claim of bonus abuse as the reason for the account closure. The player had reported that the majority of her winnings were from Blackjack and had complained about the casino's lack of response to her inquiries. Upon investigation, the Complaints Team found evidence supporting the casino's claim of bonus abuse through multiple accounts. Consequently, the team deemed the complaint as unjustified.
Snatch Casino - Player's account closed and winnings confiscated.
Amount: €2,500
Snatch Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I have played at the casino a few times and 2 weeks ago my account, along with my winnings of 2500 Euros, was closed. I received the following explanation:
"Upon reviewing your gambling session, a violation of the project rules was discovered, namely:
- Customers are forbidden to use strategies when they are playing with an active bonus (bonus abuse). If strategies are used, the administration reserves the right to cancel all of the player's winnings.
- The casino has the right to cancel all bonuses and winnings and seize all money from the account if it was acquired dishonestly or in violation of the rules.
Due to the identified violations, your balance has been deleted, and your account has been closed with no right to reopen."
However, in my opinion, this is not the case. I haven't done anything wrong. I deposited 800 Euros and received a casino bonus. I then played both slot games and live casino and also placed a sports bet, although the majority of winnings were definitely made in Blackjack. After I fairly played up to 2500 Euros, the casino closes my account and no longer responds to any inquiries.
Thank you in advance for your help!
Automatic translation:
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3 months ago
Dear mariagfu,
Thank you very much for submitting your complaint. I'm sorry to hear about the challenges you've faced with your account closure and the confiscation of your winnings at the casino.
To better understand the situation and assist you effectively, could you please provide us with more details? Specifically, we would like to know:
- Did you receive any prior warnings or notifications from the casino regarding potential violations of their rules or terms of service?
- Were you provided with any specific examples or evidence of the alleged rule violations during your gaming session?
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documentation, please feel free to forward it to petronela.k@casino.guru for our review.
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,
Petronela
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3 months ago
Translation
Dear Petronela,
Thank you for your reply.
No, I have not received any warnings or notifications regarding this. My account was immediately closed.
Unfortunately, I wasn't given any examples, the casino only wrote me the quoted message and then didn't reply.
Best regards
Maria
Automatic translation:
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3 months ago
Thank you very much, mariagfu, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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2 months ago
Hello, mariagfu,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Snatch Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Snatch Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why have the user's winnings been confiscated and the account blocked/closed? What did she commit? If possible, what steps should the player take to unblock the account and/or withdraw her disputed winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision also with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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2 months ago
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.
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2 months ago
Dear Branislav and mariagfu,
Bonus abuse is defined as the act of a player creating a secondary account to receive additional bonuses. We have evidence of this activity and will provide it to you via email - branislav.b@casino.guru.
Regrettably, due to confidentiality concerns, we are unable to share this information publicly.
Respectfully,
Snatch Casino Representative
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2 months ago
Dear mariagfu,
The claims above were supported by the relevant evidence.
After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. The casino acted correctly and in accordance with its terms and conditions.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Snatch Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
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