Snatch Casino - Player’s deposit has never been credited to their casino account.

Days ago I tried making my first deposit but after finally managing to get my revolut visa to work after asking the casino they said that they never got the balance and that I should request a refund from the bank. After a couple of hours on revolut, it said that the transaction was pending and that if until the 18th of December the merchant does not claim the money I will get refunded back to my revolut account. But today after checking the transaction again, it says that it's completed but I didn't get my money back either on revolut or the snatch casino. I tried contacting Revolut and they told me that the transaction has been completed and the money reached the merchant but the casino denies that they got the balance and won't help me other than replying nonsense...

Dear pegosmertekis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your deposited funds have never been credited to your casino account.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit using the Revolut account in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes it my first time making a deposit to this b.s. casino in general

I fully understand your frustration, pegosmertekis. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

The casino 100% wont do anything from their side since I emailed them more than 10 times just to get their same botted response but will see. Lets hope that my money magically gets back to my bank even tho its been many weeks since then

I'm sorry, I wish we could be of more help. Unfortunately, we can only allow some more time for the money to be returned back to your Revolut account. Please keep me informed about any further developments.

Dear pegosmertekis,

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.

Lol even tho I respond what will change? Its been months and the money never appeared neither in the casino nor my bank

Thank you very much, pegosmertekis, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, pegosmertekis,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Snatch Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Snatch Casino Team,

Could you please look at the player's issue and check it with the relevant department? Is there anything else needed from the player so the casino can start an in-depth investigation?

Thank you in advance for providing the information.

Friends, hello everyone.

I express to the player in advance our regrets for the current unpleasant situation, but there is no fault on our part.

Judging by our record of the player's transaction history, he did not have any deposits. I'm attaching a screenshot.

I will be glad if I can help you with something else.

Thank you, Snatch Casino Team, for the explanation.

Dear pegosmertekis,

Do you have only this account in Snatch Casino? Are you sure that you submitted the complaint with the correct casino and with the correct casino account details (ID, email)?

Can you ask Revolut's customer support to investigate the transaction in question and provide us with the communication showing the results? Please, provide us also with a payment confirmation with the details.

You can post the screenshots directly here, with your response, or feel free to use my email (branislav.b@casino.guru).

Dear pegosmertekis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Snatch Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru