The player from Sweden had been unable to withdraw his winnings of €3600 as the casino had disabled his account. He had repeatedly contacted the casino support, only to be told that the casino reserved the right to close accounts without explicit reasons. The player had insisted that he had not violated the Terms of Use. After the Complaints Team had intervened and communicated with the casino, it was revealed that the player's account had been flagged for bonus abuse due to playing from different tabs in various games. However, the casino had acknowledged an error in their initial decision and agreed to credit the winnings back to the player's account. Following the completion of the KYC verification process, the player had confirmed receipt of his winnings, thus resolving the complaint.
Snatch Casino - Player’s account was closed with funds confiscated.
Amount: €3,600
Snatch Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Deposited €100, won huge which put me up at around €3600. Upon trying to withdraw, a popup notification appeared telling me that my account has been disabled by an administrator.
Tried reaching out to support plenty of times but they just say
"SnatchCasino in its turn, reserves the right to close your account at any time and terminate the Terms Of Use and send you a written notice about it using contact details in your account"
I am fully okay with my account being closed, but confiscating my funds? As i have not violated the Terms Of Use in any way, shape or form. It’s undoubtedly illegal to steal my funds.
Don’t expect to get any help directly from SnatchCasino as I surely am not the first or last fool that they steal money from. Also terrible wait times while trying to reach live support, but I don’t think I can blame the live support as I can imagine the queue of people angry and seeking help is quite long
Dear edvin1,
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 was your account blocked?
- What games did you play to accumulate your 3600€ winnings in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with or without an active bonus?
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
Dear edvin1,
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.
Hi Thomas!
I think I had the account for 3-4 days. Absolutely no more than a week, from registration to closure.
It was on the 28th of December that they closed my account.
I only played slots made by NoLimitCity, as you can't play much else with a Swedish IP. So that's where I won my money.
After my registration, I took advantage of one of their attractive welcome bonuses, where I beat the turnover requirement relatively easily after my big win.
After I hit the wagering requirement I had over €3000, but you can only withdraw €3000 per week if I remember correctly. I put the €3000 in a "pending withdrawal" and played on with the surplus that I was not allowed to withdraw at the moment.
Won a few hundred more euros and then suddenly got kicked out and banned for no reason whatsoever.
The withdrawals of €3000 have not reached my bank account either, so I get the feeling that they are not planning to pay out.
/Mvh Edvin ****
Thank you very much, edvin1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello edvin1,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Snatch Casino to join the conversation.
Dear Snatch Casino,
Can you please provide more information on why was the player account closed once they accumulated winnings? If this information can't be shared publicly, please forward it to me at michal.k@casino.guru
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 edvin1,
Due to him playing from different tabs in various games using the bonus balance, the system automatically flagged this as bonus abuse.
After an extensive investigation by the administration into the system, a decision was initially made to debit the money. However, upon further review and double-checking, it has been discovered that there was an error in this decision.
Upon a thorough reassessment of the recent session, we have identified that a withdrawal of EUR 3698 was made in error.
We sincerely apologize for any inconvenience this may have caused, and we are committed to promptly rectifying this situation. As part of our resolution, the aforementioned amount will be credited back to your account balance.
Respectfully,
Snatch Casino Representative
Dear Snatch team,
Thank you for your response. Your reconsideration of the initial decision is much appreciated. Recognizing that occasional errors can happen to even the best of us as humans, I'm pleased that, upon reviewing the situation, the rightfully earned winnings will be reinstated for the player. To confirm, will the player's account be reopened, allowing them to submit a withdrawal if they choose to do so?
Dear Guru,
The client's account has been opened and funds have been credited to the account. Now we are waiting for the client to complete the KYC-verification, after which the withdrawals will be processed.
Thank you for your response, Snatch team.
Dear edvin1,
As previously stated, the funds have been reinstated in your casino account, and your account is now accessible. If you intend to withdraw the funds, the standard KYC process must be completed. Once this process is successfully finalized, you should receive the funds in your bank account. Please inform us if we can consider your complaint resolved or if you require any additional assistance from us.
I have now recieved my money. Thank you Michal and everyone else at Casino Guru for helping me. It is thanks to you I got my money back, as I am sure without your assistance, Snatch Casino would most certainly just ignore me.
Most unethical casino I have ever played against. No respect for their players, at all.
Would suggest you to lower their ratings as 8.2/10 is actually missleading.
Regards
Great news, edvin1. I'm glad to hear that you successfully received your winnings.
I understand the far-from-ideal user experience you've had in this situation, but it's worth noting that, as the casino team outlined above, due to playing from different tabs in various games using the bonus balance, the system automatically flagged this as bonus abuse. It's worth noting that no casino possesses the human resources capacity to monitor the gameplay of thousands of players in real time. These measures are implemented to minimize the risk of potential bonus abuse, as the automatic feature is the only viable method for managing it. It's not an ideal situation, but it's not uncommon within the industry to have such features in place across many other casinos.
With all this being said, I'm glad we could help clarify the situation and find a suitable solution to it.
As the complainant confirmed they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,
Michal
Casino.Guru
