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I am the only person who uses my internet, nobody else, I live alone, I had withdrawn, I had to wait for the withdrawal and they blocked me, if the casino is not going to give me the money, I am tired of waiting, please I ask guru casino kindly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