HomeComplaintsSnatch Casino - Player's account has been closed with winnings confiscated.

Snatch Casino - Player's account has been closed with winnings confiscated.

Amount: €150

Snatch Casino
Safety Index:High
Submitted: 16 Nov 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 21h 58m 18s

Case summary

2 hours ago

The player from Finland won €150 from free spins but faced issues withdrawing the money as the automated verification system failed. After requesting to send documents via email, the casino closed their account and ceased communication, stating that the funds were lost without further explanation.

Public
Public
5 hours ago
Translation

I received free spins at this casino and won €150 in real money after completing the wagering requirements. I tried to request a withdrawal, but for some reason, their automated verification system didn't work. So, I asked customer service if I could send the documents via email, and suddenly they just closed my account and stopped responding to me altogether. A customer service representative just said that the money was lost. I haven't received any other explanation. I hope that CasinoGuru will help me get what is rightfully mine. Thank you in advance.

Automatic translation:
Public
Public
3 hours ago

Hello Jarski88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise since when exactly is the verification process ongoing?
  • Which documents have been already approved and which ones not?
  • When was the last time you spoke to the casino and what was it about?


Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

Waiting for approval
Waiting for approval
2 hours ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
1 hour ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
1 hour ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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