The player from Austria has requested a self-exclusion. Unfortunately, the inquiry was ignored. The case was rejected since the player did not provide sufficient documents for verification and refused to cooperate.
Snatch Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Amount: €13,000
Snatch Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
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Good evening!
As I could see there are already tons of complaints about this casino on the internet! I hereby submit another one as the casino refuses to self-exclude me (due to my problem gambling)! I also complain about the bonus policy (8000 euros were simply deleted)!
Statement of facts:
Played at said casino and used a deposit bonus! Won over 13,000 euros! After meeting the wagering requirements, almost 8000 were deleted! Remaining credit: 5000! The unfair bonus conditions seem to allow that! If you use a bonus, you either cannot win anything or you have to expect that everything will be deleted! And for that you give a good reputation???
Self-exclusion: will be denied as long as you have an open withdrawal request or real money balance! Since the withdrawal limit per month is 1000 euros (not 3000/daily as stated by CasinoGuru!) I would have to keep the account for at least 5 months! The casino has been informed of my gambling problem and also knows that I am already banned from over a hundred other casinos! They don't care! This corrupt bunch (sorry for the term, but someone who abuses gambling addicts deserves that term) will do anything to make me gamble away my bankroll! But I won't!
Thanks in advance to Casinoguru for the renewed help! Unfortunately, the withdrawal from some casinos is more difficult than expected! Can you please also indicate the complaints office for the responsible supervisory authority of this casino! In this case, it will be necessary, especially in the interest of player protection, to inform them about what is happening in this casino!
@snatchcasino should no agreement be reached even after Casinoguru intervened, I will definitely take legal action against you! I will sue for the payment and in the course of this also the closure if this should be necessary! I will hold you accountable for any consequential damage caused by forcing you to play! And I will hold you accountable for illegal gambling! We both know you don't have a license for my country! This threat is not an empty promise! For people like you, people like me own legal protection insurance!
Kind regards
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1 year ago
Dear Ares1981,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is kristina.s@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I have checked the Responsible Gambling section on the website, and this is what I found (here):
"Before playing at SnatchCasino, it is critical to understand that gambling should never be viewed as a source of income or a way to pay off debts. SnatchCasino believes that gambling should be enjoyable, free of harm, and solely for entertainment purposes. We strongly advise you to keep track of the amount of time you spend playing casino games and the amount of money you can afford to spend on them.
Although the above suggestions may seem obvious to some of you, a certain percentage of players still lose control of such things while playing. If you believe you are one of those players and gambling is having a negative impact on your life or the lives of your family and friends, we recommend the following:
You can always contact our support department at support@snatchcasino.com and request that your SnatchCasino account be terminated for a set period of time. Following that, we will take the necessary steps to completely block you from our site as well as any promotional e-mails you may be receiving from our casino. If you want to set up a personal cooling-off period, please contact our customer support team.
You can also seek assistance from professionals who deal with gambling issues: Gamblers Anonymous, GamCare, and Gambling Therapy are all organisations that help people who are addicted to gambling. Complaints Resolution Procedure
Complaints Resolution Procedure
You may contact our customer Support Service Team by email: support@snatchcasino.com"
Moreover, I also checked the Bonus T&Cs, and I found this:
"1.1. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account)."
Could you please advise which bonus you activated? If it was a deposit bonus, please do not forget to specify how much money you deposited in order to activate the bonus.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina!
The casino was asked several times to close my account via self-exclusion! Reasons were clearly communicated! Still got denied! Screenshots have been sent to you!
To the bonus! I used the third deposit bonus! Since this is tied to a deposit, the following statement does not apply:
1. Maximum possible withdrawal amount from no deposit bonuses received in the bonus shop: x5 the bonus amount or the amount of money you received from free spins (depending on the status of the account)."
Here it clearly says no deposit! The casino cheated me out of over 12,000 euros! Should I send screenshots of the deposits?
LG
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1 year ago
Thank you for your reply, Ares1981. Please note that the previous term was stated in the general bonus T&Cs. However, I now checked the specific bonus T&Cs that are applied to the third deposit bonus:
"12. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal."
Could you please advise how much money is currently in your account? Do you have any pending withdrawals at the moment? When was the first time you informed the casino about your gambling issues?
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1 year ago
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With the self-exclusion, the casino was informed for the first time about the problematic gaming behavior! Account is still not closed! 500 euros open payment unprocessed for over a week! The remaining 12000 euros have been cleared by the casino!
Why was the balance reduced to 5000 after the bonus conditions were implemented!? What if it's worthless except for 500 euros! What are the bonus conditions? You can deposit, but if you win, can't you "really" cash out? Why is my prize advertised as prize of the month on the homepage? That implies that the win should be a real win! Anything else would be a misrepresentation of facts! Players are deliberately being fooled here!
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1 year ago
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I would like to ask you to provide a contact address for the responsible licensing authority!
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1 year ago
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Self-exclusion still not implemented! The deleted credit is still gone! And the payout has been since 10
days simply ignored! Here is a photo of it! So that everyone who wants to play here can tell themselves about the conditions in this
Casino can take a picture 
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1 year ago
You played with a bonus that has a maximum cashout limit, so the casino had the full right to limit your winnings based on the term I quoted in my last message. If you are against this idea, the only thing I can recommend is to never play with such bonuses, and you either play with real money deposits only or bonuses with no withdrawal limits.
Could you please advise how much money you deposited in order to activate this bonus?
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1 year ago
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And what about the self-exclusion! I've been waiting for this for almost four weeks! Requested several times! The payout of the 500 euros, which I am entitled to according to the bonus conditions, has been refused for over four weeks! How can it be that a casino with such unfair bonus conditions, a lack of player protection and problems with withdrawals gets a positive reputation from Casinoguru? Why is the question regarding contact details for the supervisory authority always ignored by you?
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1 year ago
Please understand that you contacted us because you have been experiencing two completely different issues with this casino - self-exclusion and limited winnings. I am sure you are well aware that we cannot help with both problems by focusing on only one of these issues.
I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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1 year ago
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Hi! Yes, I am aware that there are several issues that I have reported here! The casino does not seem to take the legal framework seriously and accepts violations of any kind! The 500 euros have not been paid out to date, nor has the self-exclusion been implemented! And there are countless complaints about this casino! You should finally lower your reputation so that other players are warned of these criminal activities
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1 year ago
Hi Ares1981,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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1 year ago
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The casino should publicly state why it refuses to self-exclude and why I've been waiting for my 500 euros to be paid out for almost two months! The remaining balance was deleted because of the unfair bonus conditions! Surely many users are interested in how this casino takes customers for fools! But if you look at the complaints from this casino, you quickly realize that everything has a system!! Due to the many complaints that have not been resolved for weeks and months, one should finally think about reputation!
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1 year ago
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.
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1 year ago
Dear Ares1981,
I have tried to contact the casino repeatedly but had no success. I’m afraid, there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact their licensing authority and submit a complaint to them. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jozef.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards, Jozef
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1 year ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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1 year ago
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Maybe the casino can then comment on why my payout of 500 euros has been refused for almost three months! Other users of this platform will also be interested in how fair and honest things are in this casino! That my jackpot of over 10,000 euros was deleted due to unfair bonus conditions is one thing, but simply not paying out the remaining amount is corrupt!!
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1 year ago
Dear Guru and Player,
could you please summarize in one message the essence of the claim to the casino?
As far as we can see, the player initially misinformed the Guru administration, and is trying to gain their trust by fraudulent actions.
There were no withdrawals of 3,000 euros, much less 13,000 euros.
The player was cut off the winning balance of 3,000 euros, according to the rules of the casino, and left 500 euros available for withdrawal.
All relevant notifications were sent to the player about this, we can prove it.
Further, the player requested to close the account, but this could not be done because his withdrawal request had not yet been processed. It is impossible to withdraw money to a person whose account is closed. The player was also informed about this several times, there is evidence.
Next, we went to meet the player and closed his account temporarily, for the duration of the verification process, so that he would not fall under the influence of his addiction. All that was left for the player to do was to calmly go through the verification process and get their conclusion, and the issue would be resolved. What he was told many times. His status is the same at the moment.
But however, the player decided to go to the Guru, create a false compliance for no reason, to waste other people's time and effort to trick him into trying to get money that does not belong to him.
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1 year ago
And yes, addressing our response to the player in response to his threats - you can sue in any court you like, we will only be happy about this, because in this case your actions will be declared illegal.
We act according to our license and comply with all the rules established by it.
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1 year ago
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If anyone is engaging in fraudulent activity here, it must be the casino! You should be very careful with your accusations! The only ones guilty of a criminal offense here are you!! With regard to your license, I would like to point out that it is not valid for Austria! You know that, I know that and Casinoguru knows that too!! The question why they still haven't paid out the 500 euros (which I'm entitled to) was not answered again! Why is it? Three-month verification process? The account can only
recently closed, as can be seen from the screenshot I was still able to log in last week! And I'm trying not to get money that doesn't belong to me! You only have to read the posts carefully before you damage your reputation here! I have complained about the unfair bonus conditions regarding the 13,000 euros, which is why the casino should be downgraded in reputation and I have denounced the payment of 500 euros, which has now been denied for the third month in a row! According to the bonus conditions, I am entitled to this money! And they weren't unfairly reported to Casinoguru! Do they actually read the many complaints and negative reviews their casino receives here and on other platforms??? Can you explain to me and the other readers here why your casino is not getting positive reviews from players!?Automatic translation:
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1 year ago
Dear Snatch Casino team,
thank you very much for your cooperation. May I kindly ask you to provide us with evidence and documents supporting your claims?
Is it true that player informed you about the gambling issue and the account remained opened? When player informs the casino about the gambling problem the account should be closed as soon as possible (no matter if there is any balance or pending withdrawals), and after account is closed (player is not able to log), there are still ways how to pay the rest and never ever allow player to return.
Could you aslo explain why the verification and withdrawal took so long?
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1 year ago
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.
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1 year ago
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The casino has been dragging this case out for three months! Absolutely unapologetic and not at all broad to solve the case! When you look at the reasoning and rhetoric of the casino, you can only shake your head! And given the many complaints (here and on other platforms) it should be clear to everyone what is being played here! Casino needs reputation downgrade to warn players!
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1 year ago
Hello friends,
So, we and Guru team analyzed this case in detail, and this is what happened:
The player made a deposit with a bonus, playing with bonus money, he received a win. Then, the system cut it automatically to the maximum possible bonus release. We did not set this value, it is automatic so as not to fill the system with unnecessary balances.
After that, the player placed funds for cashout, and the support service canceled the cashout and cut his balance to the maximum allowable cashout when playing with a bonus, in accordance with the rules of our casino.
Further, the player requested to close the account due to GA, but was warned that they could not close the account with an active withdrawal request.
When he sent the documents on December 15, the KYC service froze the account until a full check. Up to this point, the player has not made a single bet and not a single deposit. The entire history of the games was given to the Guru team.
Accordingly, now the player's account is frozen, he cannot play. In order to withdraw funds, he needs to send the necessary documents and pass verification. After that, existing active withdrawal requests in the amount of 500 euros will be processed, and the player's account will be permanently blocked by the decision of the administration.
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1 year ago
Dear Ares1981,
could you finish the registration in order to withdraw your winnings and close your account for good?
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1 year ago
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Hello Jozef!
Registration has been closed for months! The withdrawal (of the reduced amount) has not been processed by the casino for almost three months! The payment is refused without reason to date! All documents have been fully uploaded! The account has long been verified! Again, the information provided by the casino is incorrect!
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1 year ago
Hello friends, the account is not verified, client did not provide the entire list of required documents.
I'm attaching a screenshot.
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1 year ago
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The account fully verified again! Bank details were sent by email as requested! Please let me know what data is required and I will be happy to send it to you by email! Snatch Casino: what is this corrupt dishonest behavior about? Is everything documented by screenshots!
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1 year ago
Hello Ares1981,
Our KYC department did not receive a letter from you with documents. We sent you a letter with a list of required documents again to your email address. Please send the required documents to kyc@snatchcasino.com
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1 year ago
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I can prove with a screenshot that I sent the documents! I didn't get the email you mentioned that you allegedly sent me either! I don't know if you're spreading one lie after another here or just being completely incompetent
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1 year ago
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on Friday I asked the employee in the chat to tell me which information is missing! I was denied the information! Do they actually notice that I debunk all their lies with screenshot proof?
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1 year ago
Dear Ares1981,
We sent a letter with information to your mail on February 8, as proof we are attaching a screenshot with the time of sending and the text of the letter. Please check your mail, the letter may have been sent to spam or other folders.
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1 year ago
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- Can't it be that the full name is published here?
- you wrote on February 8? That was two days ago! Apart from the fact that the email is neither in my inbox nor in the SPAM folder, I would like to know why you haven't responded in the last four months? We have been discussing for almost four months and now you are only requesting documents? What's wrong with you? Incidentally, the documents were already on 14.11. transmitted! Here is the screenshot that proves once again that the casino is lying! You should be punished for your corruption!
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1 year ago
Dear Snatch Casino team,
have you received any documents from the player? Could you explain what is missing so we can move with this case and resolve it?
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1 year ago
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The casino got all the documents! All of this can be documented by me with screenshots! Some of my screenshots have already been uploaded!
The casino not only makes a fool of itself with the unnecessary delaying tactics, but also publicly displays their values: dishonest, corrupt and anti-customer
In the meantime I have also filed a complaint in Curacao! If the supervisory authority continues to remain inactive, legal action will also be taken
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1 year ago
Dear Ares1981,
Please provide us with the necessary documents and your bank account information.
You will require the following items:
- A screenshot of your personal profile in the Internet bank AT************** (account from which you made deposits), which includes the following information:
- IBAN (International Bank Account Number) (international bank account number)
- Bank ID / BIC (bank identification code)
- The recipient's complete address (zip code, street, city, country)
- Please also write down your bank information (IBAN, BIC, and the recipient's full address).
Please send the document list to kyc@snatchcasino.com. You should include your casino login in the subject line of your email.
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1 year ago
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The data was already transmitted on November 14th and February 10th! Screenshots are available that confirm this! It's no use sending the documents a hundred times if the casino keeps asking for them! I am happy to resend the screenshots to Casino Guru to expose another lie from Snatch Casino!
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1 year ago
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another screenshot that proves that this casino doesn't take the truth too seriously! I am happy to send the full email back to Casino Guru, in which all the data is visible (BIC, IBAN, address, etc.).
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1 year ago
Dear Ares1981,
please, could you send all requested documents to the casino email and put mine into cc?
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1 year ago
Dear Snatch Casino team,
I can confirm receiving the email, may I kindly ask you to react?
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1 year ago
Dear Guru and Client,
We need screenshots from the client app, not the bank statements you sent us.
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1 year ago
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All documents have been available for months! These have been sent multiple times! The same documents are requested again and again! client app? Whatever that is... I don't have this app and I don't need these documents for the withdrawal! What's next? Should I upload my vaccination card? Can the casino explain here why such a circus has been going on here for almost four months?
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1 year ago
Dear Ares1981,
you need to login into the payment method you are sending documents from and do a screenshots from transaction history. If you need any advice of how you can do it, you can reach me at my email address jozef.k@casino.guru. Please, be aware that if you fail to comply I will be forced to reject this complaint. Verification process is mandatory, the casino request is not unnusual and it is quite common.
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1 year ago
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I can't even log in! My account is self-excluded! The casinos request is not unusual? And do you think this theater that has been going on for four months is normal? The casino has been convicted of lying here several times! Everything was documented with screenshots! Why have no consequences been taken for this yet?
And about the verification process: the account has been verified multiple times! The documents were requested again countless times! Then it was claimed several times that the casino had not received any documents for it! Here, too, the opposite was always proven by means of a screenshot! The casino is among those with the most complaints! How long do you want to watch? Why don't you finally downgrade the reputation?
It can't be that Casino Guru constantly covers up these corrupt casinos and threatens players with consequences!
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1 year ago
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The forum is full of these problems from this casino! This behavior has a system and is to be classified as criminal!
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1 year ago
Dear Ares1981,
I saw your review on Trustpilot and can assure you that my reply has nothing to do with it. As I explained earlier, each side has seven days to reply. You can check the timer in the right upper corner.
I'd like to ask you if you wish to have your complaint closed now when you posted a 1* review and obviously lied about our services and now expect us to help you.
Unfortunately, my previous review had to...
Unfortunately, my previous review had to be deleted because Casino Guru simply added several links from submitted complaints, thus ignoring data protection! I take the liberty of referring to the GDPR at this point!
One star because the casino guru lacks the necessary objectivity and very often unfairly decides in favor of corrupt casinos!! You only have to read the complaints here to know how they act there!
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1 year ago
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Hello!
what exactly does my review have to do with this case? Do they always post comments on other reviews under complaints from unaffiliated casinos? The negative review is far from the only one! If they don't tolerate justified criticism, they have to get better or look for another field of activity!
Since they posted my here anonymous data under a public profile with my data, they committed a massive violation of the GDPR! You can't publicly out the data of players with critical gaming behavior!!! I pointed this out to them in the first review and they did it again so I will now be reporting this breach to the European Data Protection Authority!
With regard to your question as to whether this complaint should be closed, I would like to take the following position: due to the lack of objectivity on your part, a neutral role as an intermediary will not be possible! This is very evident in their behavior: they post complaints addressing a game issue publicly under profiles that include full name and email! Furthermore, your opinion here speaks volumes!
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1 year ago
Dear Ares1981,
I have aimed at the review you made about our website, whose free service you have used many times. I believe there is quite nice and relevant reaction from our representative.
OK, now let's focus on the complaint. It is clear that you have not provided a key document to finish the verification, I can confirm it since you added me into cc. As I mentioned in my previous reply, if you fail to comply, I will be forced to reject your case.
Also, I would like to point out that the casino team has not violated any of the GDPR, when you created your account on Casino.Guru you agreed to our Terms and Conditions, including the clause about GDPR. All the sensitive information is hidden from the public, so only Casino.Guru representative, casino team, and you can see it, exactly as you agreed.
Concluding all the information above, and the fact that you are not cooperating, I am forced to close this complaint as 'rejected'. Another option for you is to contact the licensing authority, although I am sure that their opinion would be the same.
Best regards, Jozef
