HomeComplaintsSnatch Casino - Player's account closure is unclear.

Snatch Casino - Player's account closure is unclear.

Amount: €50

Snatch Casino
Submitted: 16 Jan 2025 | Case closed : 20 Jan 2025
Case closed Our verdict

Other

REJECTED

Case summary

The player from Portugal had requested a permanent closure of her account but mistakenly deposited 50 euros the next day, believing the account was blocked. She sought assistance due to the casino's oversight in not informing her about the account status, which could have led to further deposits needing to be returned. The Complaints Team concluded that the player was not eligible for a refund of her deposit, as her account closure request did not specify gambling addiction, which was necessary for a self-exclusion claim. As a result, the complaint was rejected.

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Translation

I requested the permanent closure of my account. The next day, I mistakenly deposited 50 and was able to play. I thought it was blocked.

Due to the casino's oversight in not informing me, which could have involved more money that they would need to return to me, I am asking for your assistance.

Automatic translation:
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Dear sylviaslb, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru

Thank you very much in advance. 

Best regards, 

Veronika

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Translation

I've sent it to you by email. Thank you


Automatic translation:
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Thank you for your email. Unfortunately, we are able to assist players with their refund requests only in cases, when they mentioned explicitly that they want to close their account due to gambling addiction. In the message I received from you, you stated that you wanted to close your account because you spent a lot of money and did not win anything. This is not a valid self-exclusion request from our point of view.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.


Example:


Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:


"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."


If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry but in our view, you are not eligible for refunds of your deposits. I apologize but we will not be able to assist you any further.

Please let me know if I overlooked something in your account closure request, otherwise, this complaint will be closed.

Thank you for your understanding.

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Translation

Thank you very much for your explanation and help. Until next time.

Automatic translation:
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You're welcome. As I mentioned in my previous reply, unfortunately, we are unable to help you retrieve the lost deposit, since no gambling addiction was mentioned in your account closure request.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika


As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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