The player from Germany had his winnings of 299€ disappear after he switched games while trying to fulfil a bonus. The casino's live support claimed that the player had disabled the bonus, which he denied, and they refused to restore his winnings. Despite our efforts to assist him, the player did not provide the requested bonus history from his account. Consequently, we were unable to investigate further and had to reject the complaint.
Snatch Casino - Player's bonus and winnings have disappeared.
Amount: €299
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
I'm not sure what keeps happening, but it seems I'm cursed with bad luck. I'll be playing, seeing that I don't need much more to fulfill the bonus, sitting on winnings of 299€, then I change the game and suddenly everything disappears. The live support claims that I disabled the bonus, which I definitely did not do - I'm not crazy. Their response was shocking though. They told me that I should pay more attention next time, and not to worry, my winnings are gone and can't be restored. How laughable! It's amazing how they're able to see everything and take action when someone violates the bonus rules, but not in this case. Their responses were truly abysmal and quite disgraceful.
Automatic translation:
Public
Public
10 months ago
Dear Chaser361,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Snatch Casino. Please understand that when you play with a bonus and you cancel it before meeting the wagering requirements, the bonus, as well as the winnings, will be forfeited. This is a standard procedure in online casinos.
I have checked the chat you provided us with and you stated the following:
[23:20]
V1705446566091563: es wurde nur der echtgeld bonus deaktiviert den gewinn habe ich durch die 120 spin gemacht
Could you please confirm if you deactivated any bonus you played with?
Could you kindly provide us with the bonus history from your account?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
10 months ago
Translation
No, I didn't deactivate a bonus at any time. I just thought I was already through and wanted to withdraw my winnings, but then I saw that I still had to wager €324 and went back into the game. I didn't do anything else
Automatic translation:
Public
Public
10 months ago
Could you please send me the screenshots of the bonus history from your casino account?
