Snatch Casino - Player’s account has been closed without refund.

Good afternoon,

I made a deposit at this casino after receiving a daily email promotion stating that if I deposited at least €20, I would receive an additional x% of the deposited amount and 100 free spins. I made the deposit, but none of the offers were credited to my account. I complained, and they told me I was not eligible because I had received bonuses on other days that were higher than my deposits. I wasn't informed of this, otherwise, I wouldn't have deposited the money. I complained, requested my money back, and asked for my account to be canceled. They immediately canceled my account, but I never saw my money returned, and I demand to receive it back.

Dear Dycarol14,

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. 

• Do I understand correctly that the deposit (€20) remained untouched in your casino account?
• When was your casino account closed?
• Did you discuss the refund options with the casino after your account was closed?

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,

Kristina

Hello

When I deposited I still played thinking that I would get a bonus, but nothing happened and I still had a balance, so as I didn't see that the bonus was falling I went to one of the assistants, who arrogantly told me that I wasn't entitled to the bonus mentioned in the promotion, because I had already been entitled to other bonuses in the past. Annoyed, I said that this was misleading the player, as they had allowed me to opt for the bonus, and I asked them to refund me the amount I still had and close my account. As soon as I said that, they closed my account the next second without ever giving me my remaining balance back and without any prior warning or attempt to reach an agreement, or any other kind of explanation.

Thank you for your reply, Dycarol14. Could you please clarify how much money you had in your casino account before it was closed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Dycarol14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.