Snatch Casino - Player's account restricted after requesting refund.

Hello, I have a NAP ban on participating in gambling, but this casino had no problem accepting my bets. Subsequently, the casino was blocked for use in Bulgaria as it does not have a license nor has it ever had one. I had deposited 3500€ which I lost and I contacted their chat department to request my deposits back since it is illegal to gamble from Bulgaria and they should not have allowed me to play given my ban. The chat executives directed me to write emails to their finance department and eventually they blocked me from using the chat and did not respond to any of my emails, which were sent months ago.

Dear jokerxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I am sure you are well aware that НАП ban only works in casinos licensed by the Bulgarian government and you cannot expect protection in casinos that do not have the necessary license.

Furthermore, we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.

Best regards,

Kristina

Dear jokerxx,

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.