Snatch Casino - Player's account closed over alleged bonus abuse.

Ich hatte seit längerem einen Account bei Snatchcasino und viele erfolgreiche Einzahlungen und Auszahlungen. Bei meiner letzten Einzahlung habe ich 1000€ eingezahlt, einen 50% Casino Bonus erhalten und damit etwa 3000€ gewonnen. Daraufhin habe ich am 08.11.2023 eine Mitteilung von der Risikoabteilung bekommen ich habe „Boni oder andere Werbeaktionen missbraucht", mein Account wurde seit dem geschlossen. Ich habe weder die 1000€ Einzahlung noch die ca. 3000€ die auf meinem Account waren erhalten. Ich habe nie eine Antwort auf meine Nachfragen bekommen. Ich würde gerne den genauen Grund der Sperre wissen und will dass mein Konto entsperrt wird.

Dear Michaell21,

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 redeemed any promotional offers from this casino in the past?
•  Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it 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

Liebe Petronela,

ich habe auf fast alle Einzahlungen einen Bonus erhalten. Auf die ersten 4 Einzahlungen gab es ein Willkommenspaket. Die Einzahlung die jetzt Probleme bereitet hat ist ein Bonus der wöchentlich von jedem Spieler genutzt werden darf. Ich habe insgesamt ca. 6-7 Einzahlungen (die meisten ungefähr 1000€) und einige Auszahlungen welche die Einzahlungen insgesamt definitiv übertreffen.

ich habe sowohl Sportwetten als auch Slots gespielt, wobei der Hauptanteil eindeutig Slots darstellt. Seltener könnte ich auch Live Casino gespielt haben.

Viele Grüße

Michael

Thank you very much, Michaell21, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear Michaell21,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, every bonus can have its specific conditions, so we always encourage players to read and understand the bonus T&Cs before they activate or claim any bonus. I will contact the casino to shed more light on this matter.

We would like to invite Snatch Casino to join the conversation.

Dear Snatch Casino,

Can you please information on why was the player's account blocked? How should the player abuse the bonuses? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear Guru,

The client made a deposit of 1000 euros and received a bonus of 500 euros. After which he made 2 bets on sports for 500 euros. Next, the client went to play with his bonus balance in the casino, after he passed the wager, withdrawal requests were created.

Our team evaluates sports betting as delayed rounds to gain undue advantage over the casino. Referring to clause 12 of our bonus terms, we decided to close the client’s account:

Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

In case of violation of this rule, the administration reserves the right to cancel all winnings.

Thank you for your response, Snatch Casino. Please forward me the player's game log at michal.k@casino.guru

Dear Michaell21,

It is nothing unusual that when players engage in the gameplay as you did it is considered in most casinos as "delayed rounds to gain undue advantage over the casino". I'm afraid there is not much that can be done. Can you please confirm what bonus have you claimed? Was sports betting allowed as a game genre when playing with the bonus at all?

Lieber Michal,

Es war ein wöchentlicher Casinobonus. Der Bonusteil konnte also nur für Slots verwendet werden. Der Echtgeld Teil war getrennt und mit dem konnte ich alle im Casino verfügbaren Wetten abschließen.

Außerdem wurden nicht nur wie das Casino beschrieben hat meine Gewinne storniert, sondern auch zusätzlich wurde mir meine Einzahlung noch nicht zurückerstattet.

Thank you for clarification, Michaell21.

Dear Snatch Casino,

Can you please confirm if the player was allowed to play any game with their real money while the bonus was active? Please forward me the player's game log at michal.k@casino.guru

Dear Michal,

No, we have a list of games that are prohibited from playing with real money when the bonus is active. You can find a list of them in the promo text of each bonus.

We have also emailed you the client's bet history.

Dear Snatch Casino,

Thank you for your email, I have replied back with additional questions and am awaiting your response.

Dear Michaell21,

We are currently in ongoing discussions with the casino team regarding your case. Your patience is appreciated, and we will notify you if a consensus could be reached.

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,

We respect your opinion on this situation. Therefore, our team decided to return the funds to the client’s account. After the client makes a withdrawal, his account will be closed by decision of the administration.

Dear Michaell21,

Funds in the amount of 2697 euros (the amount that was at the time of blocking) will be credited to the account on December 27. Please create requests to withdraw these funds. Once requests are processed, your account will be closed.

Lieber Michal,

vielen vielen Dank für Ihre Hilfe in diesem Fall!

Liebes Snatchcasino,

ich freue mich über die Entscheidung und habe bereits eine email erhalten, dass das Geld auf meinem Konto wartet. Allerdings kann ich mich immer noch nicht in mein Konto einloggen. Woran liegt das?

Dear All,

I'm glad the situation could be worked out. I want to express my gratitude to Snatch Casino for their equitable stance and for reconsidering their initial decision.

Dear Michaell21,

Were you able to submit a withdrawal? If so, have you received the funds?

Lieber Michal,

ich habe gerade eben die erste Hälfte meines Geldes erhalten. Ich melde mich nochmal sobald der Rest angekommen ist.

Beste Grüße

Michael

Lieber Michal,

ich habe nun mein gesamtes Guthaben ausgezahlt bekommen. Vielen Dank noch mal dass Sie das alles möglich gemacht haben, das weiß ich sehr zu schätzen.

Vielen Dank auch an das Casino, dass es sich so professionell verhalten hat.

Beste Grüße

Michael

Great news, Michaell21. I'm glad to hear that you successfully received all your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru