Snatch Casino - Player's account has been closed.

Hello, I made a deposit of 20 euros, and my account was closed. I contacted support via chat, and they told me the reason was multiple accounts. This is not serious since I explained that the account I have is unique and was fully verified with the requested documents. Therefore, I request a refund of my money, totaling 20 euros.

...I am attaching my transaction number from Skrill for the 20 euros deposited to the casino.

Dear Marival,

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. 

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• Have you played any games before your account has been blocked?
• Was the refund of your remaining funds promised by the casino?
• Could you please share your communication with the casino regarding the issue? 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

Hi, thanks for answering

1) I am a new user, I registered on October 21st exactly, I only played a few games Perfect Blackjack OneTouch and Sweet Bonanza. My account was blocked yesterday, October 22nd.

2) yes I played perfect black jack one touch

3) The casino does not want to give me the refund. I sent a message but they do not answer.

4) I attach the message that they sent me automatically without giving me a solution

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly you attempted to withdraw your winnings and managed to complete account verification in the casino?

I am the only person who uses my internet, nobody else, I live alone, I had withdrawn, I had to wait for the withdrawal and they blocked me, if the casino is not going to give me the money, I am tired of waiting, please I ask guru casino kindly to contact snatch casino to inform them of the refund of my 20 euro deposit via skrill, once they return my money I will close the case, the whole situation seems very long to me and I do not like it.

I have everything verified, what's more, I requested a refund of my money and they don't answer. I need you to intervene please, guru. I am attaching proof of my deposit via Skrill and the refund request and my verification.

Dear Marival,

How much was the balance on your casino account before your account was blocked by the casino?

My balance was 50 euros (I won it with their 50 free spins from the code on their guru casino page), then I made the deposit of 20 euros, when I made the withdrawal of the money they asked me for verification, I sent the documents and there they blocked me please guru casino I have been with this case for about 15 days I contacted the casino please so they can give me an answer and give me my refund of the 20 euros, I'm not interested if they don't pay me those 50 euros I only want my deposit of 20 euros that I made through skrill, it's my money they are stealing my deposit that's illegal

Casino guru please contact casino snatch casino, they are making up the situation to block the account, now it turns out that it says that my account is blocked due to gambling addiction, I clarify that I never unsubscribed due to gambling addiction, I never requested that and before they blocked me supposedly for multiple accounts, when I tried to enter now the message tells me gambling addiction is an excuse not to pay me what I win….. attached image…not even they know why they blocked me

Thank you very much, Marival, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 very much, I hope for a solution. I have had this problem for almost a month and I need a solution as soon as possible. I am attentive. I would greatly appreciate your help.

Dear Marival,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Snatch Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Snatch Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Marival and Kubo,

Thank you for reaching out to us.

We have reviewed the account activity and have found that there are multiple accounts registered. As stated in our Terms and Conditions, specifically Clause 3.4:

You're not allowed to create multiple accounts: only 1 account per person. If a user has violated this condition, has the right to block and/or delete duplicate accounts, confiscate or redirect all funds to the main account. Any bonuses of duplicate accounts will be confiscated.

The creation of multiple accounts is a violation of our policy, and as such, we are obligated to take action in accordance with our rules.

If you have any further questions or require assistance in resolving this matter, please don't hesitate to contact us.

Thank you for your understanding and cooperation.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Could you kindly provide the supporting evidence to substantiate your claims regarding the creation of multiple accounts? Please share all relevant documentation and send it to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

The problem here is that I am requesting a refund of my money, I deposited 20 euros, it is my money and it belongs to me, how can they keep my deposit if I did not play it, as soon as I deposited they blocked me, what I am requesting is simple, that they return my deposit because if they do not do it it is completely illegal because it is my money, it is my property.

I also sent 9 messages to Snatch casino via KYC and support more than 1 month ago because they are so disrespectful and do not answer me and give me the solution to end this frustrating situation. Do not say that if I want more solution I should contact support at their email because they never answered me.

Dear Kubo,

I have sent the requested proof to your email for your review. Should you have any further questions or require additional information, please do not hesitate to contact us. We would be more than happy to assist you.

Thank you for your attention to this matter.

Respectfully,

Snatch Casino Representative

I need a refund of my deposit, please I demand my money, when I made the deposit they blocked me instantly, now I ask if my account had some infraction why didn't they block me before my money was deposited? No, it's true, they didn't do it, they waited for the money to be deposited so they could steal from me?

Dear Snatch Casino,

I recently sent you an email with additional inquiries and would appreciate it if you could kindly respond at your earliest convenience.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Dear Kubo,

We have sent our response and have made every effort to clarify the situation.

Please let us know if you require any further information or assistance.

Respectfully,

Snatch Casino Representative

snatch casino i kindly ask you to return my 20 euro deposit from skrill, i just demand my money i never bet it is my deposit

Dear Snatch Casino,

I apologize for the delay in my response and thank you for providing the additional evidence. I have sent you a few follow-up questions and would appreciate your answers at your earliest convenience.

Dear Marival,

Is there a possibility that you may have inadvertently created a duplicate account at this casino? Perhaps by mistake?

Hi, thanks for answering

Honestly no, the data I have used is my own email, my address, name, surname, ID, selfie, proof of payment from Skrill, all data that they requested from me and they confirmed my identity, I am absolutely unaware of any account created that has my data, and when I confirmed my identity they requested proof from me and I sent it:

selfie

ID

proof of address

Skrill deposit test with my address

I don't know if there is any other account with my data, honestly,

Now I ask why the casino blocked my winnings? And also kept my deposit? When I logged in that time it told me that my account was blocked due to an alleged problem with the game, and now they claim that I created a duplicate account, something that I really don't know, not even they know why.

I attach a photo so you can see that they are excuses that they don't want to pay me, in the end why did they block me? 1) Because of problems with the game? Something that I really don't understand what they mean because I never excluded myself or have problems with the game or 2) that they create a duplicate account? Something that I absolutely don't know. My data as I said and I repeat are my own and verified with requested documentation. I attach everything.

Dear Marival,

Thank you for your response.

Dear Snatch Casino,

I reviewed your email and responded with additional questions.

Thank you for your previous reply, and I look forward to hearing from you soon.

Dear Kubo,

We have provided our response and have done our best to clarify the matter.

Should you need any additional information or support, please don't hesitate to reach out.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for providing the evidence.

Dear Marival,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo