Snatch Casino - Player's account was closed.

Dear easygoinglife0125,

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. Could you please confirm that you didn't breach these rules? Do I understand correctly based on the casino's message that you accumulated your winnings with a bonus? If yes, which bonus did you play with?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

thank you for your reply.

I was playing using the daily bonus, but I have not received any response regarding the casino's strategy.

I'm having trouble figuring out why because I was placing a bet on a playable game.

Regarding the communication, even if you ask a question, you will only receive the original text of the email again, and no detailed information will be returned.

Thank you very much, easygoinglife0125, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.  

We know.

Thank you for your support.

Hello easygoinglife0125,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Snatch Casino to join the conversation and participate in the resolution of this complaint.

Dear Snatch Casino,

Can you please provide a more specific explanation for blocking the player's account and confiscating their funds?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru and easygoinglife0125,

Following the examination of the player's account, a resolution has been reached to reimburse the player's latest deposit totaling 150,000 JPY. Upon thorough examination of the player's circumstances, a breach of bonus usage regulations has been identified. Consequently, it has been determined to refund solely the most recent deposit, rather than the entire account balance. This determination is substantiated by the player's deceitful conduct towards the support services.

Respectfully,

Snatch Casino Representative

Thank you for your response, Snatch Casino.

Can I ask you to please clarify:

• What was the exact reason for confiscating the player's balance?
• What do you mean by "the player's deceitful conduct towards the support services"?
• Where on the casino website is the aforementioned term regarding strategies stated? I have not been able to find it.

Kind regards,

Adam

Dear easygoinglife0125,

I am still waiting for further response from the casino, but in the meantime can I ask you to clarify the Snatch casino website address that you have registered at?

Kind regards,

Adam

Thank you very much for the information, easygoinglife0125.

We will continue to await the casino's answers to my questions.

Kind regards,

Adam

By the way, I can't log in right now, so I can't see my exact balance or deposit history.

Since my memory of the amount in dispute is vague, I would like to be able to log in again if possible.

From what I remember, I also made a deposit when I applied for a withdrawal, so I think it was 300,000 yen.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear easygoinglife0125,

Has there been any further progress? Are you still unable to access your account?

Kind regards,

Adam

Thank you for contacting us.

I just tried logging in, but as you can see in the photo, logging in is not possible.

Dear easygoinglife0125,

I have been in touch with the casino via Skype and I am waiting for further information. I will therefore extend the timer once more in the hope that a resolution will be reached.

Kind regards,

Adam

Dear easygoinglife0125,

The casino has stated that your winnings were confiscated on this occasion due to breach of the following term:

- Delaying any game round in any game, including free spins and bonus features, to a later time when you no longer have wagering requirements and/or make new deposit(s) while the free spins or bonus features are still available in the game is prohibited.

I am currently awaiting further evidence of this to be provided, but could you also clarify if it is possible you have done something like this?

Kind regards,

Adam

Thank you for contacting me.

It was so long ago that I don't remember, but I don't remember making a deposit with the bonus remaining.

Please verify.

Also, the casino said they would refund 150,000 yen, but since I can't log in, I can't confirm that.

Will you be able to log in?

Dear Casino Guru and easygoinglife0125!

I am writing to inform you that we have reached a resolution regarding the complaint. We have contacted easygoinglife0125 via email and provided the resolution details in writing.

Respectfully,

Snatch Casino Representative

Thank you for your response, Snatch casino.

Dear easygoinglife0125,

Please keep us updated on the situation. Have you received the email mentioned?

Kind regards,

Adam

Thank you for contacting us.

I was able to log in and confirm that the money had been deposited into my account.

I would like to know my question here.

① You mentioned that there was a violation in the play, but what kind of play was it specifically?

②Can I use this money to play at the casino again?

③Can these funds be withdrawn only?

Hello easygoinglife0125,

As mentioned previously in the thread, the casino has stated that your winnings were confiscated on this occasion due to breach of the following term:

- Delaying any game round in any game, including free spins and bonus features, to a later time when you no longer have wagering requirements and/or make new deposit(s) while the free spins or bonus features are still available in the game is prohibited.

Can I ask you to please confirm the amount that was returned to your account?

Kind regards,

Adam

Thank you for contacting me.

There was a refund of 150,000 yen in my account.

Is it possible to withdraw this money to either Litecoin or Vega wallet?

Hello easygoinglife0125,

Can I ask you to confirm that you have accepted this amount of 150,000 yen as a resolution to the situation?

Kind regards,

Adam

I remember that there were still other balances.

Regarding that point, why did the casino decide to set it at 150,000 yen?

Hello easygoinglife0125,

The casino stated previously that they would reimburse only your latest deposit (150,000) due to the detection of bonus abuse on your account.

Dear Snatch Casino,

It appears that after a number of weeks we still have little knowledge and no supporting evidence of the aforementioned bonus abuse/delayed rounds that has led to the confiscation of the player's winnings.

Please respond and provide proof of this for us to review.

Kind regards,

Adam

Dear Casino Guru and easygoinglife0125,

The player has consistently participated in low-risk games, significantly aiding in meeting bonus wagering requirements. It is explicitly stated in the rules that wagering on baccarat and dice games contributes 0% towards fulfilling these requirements. 

Therefore, according to our terms and conditions, we reserve the right to cancel any winnings derived from the bonus balance.

Consequently, deposits are refunded, and winnings derived from the bonus balance are deducted.

We stand ready to provide any necessary evidence to substantiate these actions.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Please provide relevant proof to my email, adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

The provs have been emailed to your address, adam.m@casino.guru. Please locate and review the attached document for your records.

Respectfully,

Snatch Casino Representative

Hello Snatch Casino representative,

Thank you for the evidence you have provided relating to the players use of restricted games with a bonus.

Maybe I missed something, but weren't we also waiting for evidence regarding delayed rounds?

Either way, we firmly believe that excluded games should be blocked from access by the software when using a bonus, or the games should contribute 0% to the wagering.

You mentioned that this is against the terms and conditions of the casino, but again I couldn't seem to find mention of these terms on the casino website. Could you please provide a link to the relevant clauses?

Kind regards,

Adam

Dear Adam,

We have emailed the details of the case to your address, adam.m@casino.guru. Kindly review the information provided.

Respectfully,

Snatch Casino Representative

Hello Snatch Casino,

Thank you for the additional information, I have responded to your email and await your reply.

Kind regards,

Adam

Dear Adam and easygoinglife0125,

After consulting with Casino Guru, we have decided to refund the entire amount to the client's balance, which will be available for withdrawal. After the withdrawal, the client's account will be closed at the administration's desicion.

Respectfully,

Snatch Casino Representative

Thank you Snatch Casino, for your response and your assistance.

Dear easygoinglife0125,

Please let us know when you have made the withdrawal and we will close this complaint as 'resolved'.

Kind regards,

Adam

Thank you both for contacting us.

I have a question about this withdrawal.

Are there any designated withdrawal methods?

Dear easygoinglife0125,

Can you please explain your question further? Are you having trouble making the withdrawal?

Kind regards,

Adam

Dear easygoinglife0125 and Casino Guru,

Withdrawals from account can be processed exclusively through Vegawallet. This means that any withdrawal requests you make will be facilitated using Vegawallet as the designated payment method. Since you have previously made deposits via this system, the withdrawal will also be processed through Vegawallet.

Respectfully,

Snatch Casino Representative

I see, I understand.

I will request a withdrawal.

Dear easygoinglife0125,

Please let us know when the payment has been received and we will close the complaint.

Kind regards,

Adam

Dear easygoinglife0125,

Please provide us with an update on the situation.

Kind regards,

Adam

Dear easygoinglife0125,

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.

Thank you for contacting us.

The withdrawal has been completed, so the issue has been resolved.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, easygoinglife0125, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam

Casino.Guru