The player from Germany had his balance of €410 canceled by the casino while he was playing with a bonus. The issue had been raised regarding the unclear expiration terms of the bonus and the player's winnings. After thorough communication and investigation, the casino decided to issue a refund of €410 to the player's account. Subsequently, the player confirmed the partial receipt of the funds. Later, the player experienced issues with a €300 withdrawal to Mifinity, which had been initially rejected due to document verification requirements. After providing the necessary documentation, the player's account was verified, and the withdrawal was successfully processed. The case was marked as resolved once the player received all the funds successfully.
Snatch Casino - Player's winnings have been canceled.
Amount: €410
Snatch Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello, the Casino cancelled my balance of €410 today. I was playing with a bonus and there was only one active bonus.
Dear mws1,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the link or the screenshot of the bonus you took?
When exactly did you activate the bonus?
Have you finished the wagering requirements on time?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello Veronika,
the bonus was the casino's daily bonus. On the casino website there is a "gift box" at the bottom left. The bonus varies every day. It is the bonus from May 13, 2024, 60% bonus and free spins, I did not use the free spins. According to the casino, the deposit was made at 8:50 a.m., but that is not Central European Time, as the game history states 4:40 a.m., for example, when I am asleep. The wagering requirement had not yet been met, there was still around €500 to be wagered. But with a balance of €410.00, that's no problem. I have two emails from the chat history with the casino, which I would like to send to you. There are contradictory statements here. I have played with the daily bonus several times, it was still valid after 24 hours. My maximum bet is always €0.20. Yesterday I won around €400 on Wild Beach Party by Pragmatic, but it does not appear in the game history! However, the casino confirmed my balance via email from the chat history. I would like to forward the emails to Casino Guru. To which email address? It was once claimed that I had activated a second bonus. Why should I do that with a balance of over €410? Nothing was deposited. Then it was claimed that the bonus had expired. As I said, I have played with the bonus several times and after 24 hours the bonus had not expired. I also didn't find anything in the bonus terms and conditions.
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Michael S.
Please send me all the communication between you and the casino as well as any other evidence that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.
Hello Veronika,
I sent the documents today by email to veronika.l@casino.guru Posted.
Thank you for your email.
I have checked the Terms and Conditions of the Map Bonuses and this is what I found:
Rule number 2 says: "You can receive a bonus every 24 hours". However, I cannot see the information that after 24 hours, the bonus would automatically expire.
The general Bonus Terms state the following:
10. Players can only have one active bonus, at any one time. Our deposit bonuses are not cumulative.
Could you please advise if you used the map bonuses for the previous days as well?
Have you tried activating the next map bonus on May 14?
Hello,
I probably opened the "gift box" below to see the offer. But to get the bonus you have to make a deposit, which was not the case. 
After opening the "gift box", the credit was still there. The winnings came later that day. The bonuses from the previous day were definitely no longer there. Since I like playing with bonuses, I always check. Otherwise, the previous bonus would have been canceled when I made the deposit (credit over €410).
Addendum: There is also no countdown in the bonus area where you can see how long the bonus is still valid.
So you used the bonuses on the previous days as well. Have you contacted customer support before May 13? Did you know that the bonuses expire 24 hours after activation? When exactly did you activate the bonus on May 13?
Hello Veronika,
I certainly contacted customer service before May 13, 2024 regarding verification, but not regarding the expiration of bonuses. I did not know that the bonuses expire 24 hours later, as nothing is stated in the terms and conditions. According to the casino's deposit page, I received the bonus on May 13.
Received on May 10, 2024 at 8:50 a.m. I'm not 100% sure if it's CET or UTC, I think it's UTC. The bonus is activated with the deposit.
Have you activated a new bonus while your bonus from 13 May was still active? Or has the money disappeared without you making a new deposit and activating a new MAP bonus?
Could you please confirm if the amount of €410 was your bonus balance, or was it your entire balance (bonus + deposit) that disappeared?
Hello,
I only stopped playing for about 30 minutes. When I opened a game again, my account balance was at €0. So I didn't make a deposit and activated a bonus, which doesn't make sense when the balance was €410. The €410 was the entire balance. I can't say how it was made up at that time (bonus + deposit). All I know is that I had to turn over around €500 to meet the turnover requirement.
Thank you very much, mws1, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 in the near future.
Dear mws1,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, every bonus can have its specific conditions, so we always encourage players to read and understand the bonus T&Cs before they activate or claim any bonus. In this case, as my colleague Veronika mentioned there are these rules:
Rule number 2: "You can receive a bonus every 24 hours". and in the general Bonus Terms it's stated the following:
10. Players can only have one active bonus, at any one time. Our deposit bonuses are not cumulative.
However, I too have not found anywhere that the MAP Bonus will automatically expire after 24 hours. The question still remains if you have fulfilled the wagering of the bonus in time or if (at all) there was another bonus activated by you, which could cause the cancellation of the previous bonus, including the disputed winnings.
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 confirm how, (apart from the information provided by the livechat agent), the player was informed that the MAP Bonus will automatically expire after 24 hours?
Was the bonus from May 13 fully wagered by the player? I'm looking forward to your clarification of the situation.
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,
Upon reviewing our records, I can confirm that the bonus MAP DAY 13 was activated on 2024-05-13 at 08:50:56 UTC. In accordance with our terms and conditions for the Daily Bonus, this bonus expires after 24 hours. Consequently, the bonus expired on 2024-05-14 at 08:50:56 UTC.
As the player did not meet the wagering requirements within the specified timeframe, an amount of 410 EUR was deducted from their balance on 2024-05-14 at 08:59:43 UTC. Additionally, the player was informed of the 24-hour expiration period for the bonus during a chat session with our Support agent.
Respectfully,
Snatch Casino Representative
Hello,
the casino's answer matches my description. BUT THESE TERMS AND CONDITIONS APPARENTLY ONLY EXIST INTERNAL. I DIDN'T FIND ANYTHING IN THE TERMS AND CONDITIONS AT THE TIME, AND VERONIKA FROM CASINO GURU DIDN'T FIND ANYTHING IN THE TERMS AND CONDITIONS EITHER! THERE IS NO COUNTDOWN LIKE IN OTHER CASINOS FOR THE REMAINING TIME. IF THE TERMS AND CONDITIONS ARE NOT COMPLETELY PUBLIC, THEN THE CASINO CAN ALWAYS ARBITRATE DECISIONS FOR ITS ADVANTAGES.
Dear Snatch Casino Representative,
Can you please point out where in the MAP bonus rules or in the general bonus rules the MAP Bonus will automatically expire after 24 hours?
As I have mentioned I did find the rule number 2: "You can receive a bonus every 24 hours".
In the general Bonus Terms it's stated the following:
10. Players can only have one active bonus, at any one time. Our deposit bonuses are not cumulative. It is not clear that the MAP bonus will automatically expire after 24 hours.
There is no countdown for the remaining time shown anywhere like it is a good practice in other casinos, so I think it is indeed a bit focusing for the players.
From my point of view, I would understand it as If you miss a few days, you will not be able to receive bonuses for the previous days, not that the winnigs will be confiscated.
I kindly ask you to reconsider your decision.
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,
We need an extended period to formulate a comprehensive response.
Best regards,
Snatch Casino Representative
Dear Snatch Casino Representative,
I have extended the timer for 7 additional days. Nevertheless, it appears the player is right in this instance that they were not clearly informed about the bonus expiry in 24 hours, thus I kindly ask you to reconsider your decision. I acknowledge that you consistently offer enticing deals to your players, and it is only natural for us as humans to occasionally make unintended errors, as seems to be the case here. However, this issue could have been addressed much sooner.
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,
After a comprehensive and thorough review of the pertinent details, we have decided to issue a refund in the amount of EUR 410. This amount will be credited to your bonus balance accordingly. We trust this resolution aligns with your expectations and reflects our commitment to maintaining a satisfactory experience for our esteemed customers.
Respectfully,
Snatch Casino Representative
Hello Michael,
The amount of €410 has been credited back to my account. Thank you for your support.
Hello mws1,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Hello,
the complaint can be closed because I have received the money.
Hello, this is a NEW COMPLAINT!!! My withdrawal of €300.00 to my Mifinity account has now been rejected twice on the grounds that I have to use the same withdrawal method as the (previous) deposit method.
Since February 2024, my deposit methods have mainly been credit card, once Mifinity and once Bitcoin. Since February 2024, I have used the following withdrawal methods and received the money: Mifinity and once Bitcoin. My bank account, which I used to deposit before February 2024, no longer exists since January 31, 2024, and my new bank account does not support instant transfer. My withdrawal via Mifinity was rejected, even though I only made a withdrawal to my Mifinity account on July 23, 2024 and received the money. A withdrawal to my credit card is not possible.
I had already contacted customer service via chat. They told me to request a withdrawal again via Mifinity, but then I was rejected. I have screenshots of the deposits and withdrawals!
greeting
Dear mws1,
So can you please confirm the amount that you still want to withdraw? As you mentioned, you have successfully withdrawn some money from the casino to your Mifinity account on July 23, 2024. How much was that?
Hello Michael,
The current withdrawal is for €300. On July 23, 2024, €158 was paid out to my Mifinity account. The following withdrawals to my Mifinity account were on February 1, 2024, €100.00, February 14, 2024, €100.00, and March 9, 2024, €99.00. My Mifinity account is verified. Yesterday I tried again to process a withdrawal via Bitcoin, but today the casino's finance department canceled it on the grounds that I had to pay it out to my (no longer existing) bank account. A Bitcoin withdrawal of €210.00 was already made on May 7, 2024! A deposit with Bitcoin was made on May 7, 2024. A deposit with Mifinity was made on March 12, 2024. The payment date indicated is probably the date of the application.
Dear Snatch Casino Representative,
Could you please explain why the players' withdrawals to their Mifinity account have not been processed, even though their Mifinity account is already verified?
Dear mws1,
I hope this message finds you well. I am reaching out to check if you have received your withdrawals to your Mifinity account. May we regard your complaint as resolved, or do you need additional assistance?
Hello Michael,
the money has not been received. The case is still open.
Dear Snatch Casino team,
I would appreciate it if you could clarify the reason behind the unprocessed withdrawals to players' Mifinity account.
Dear Casino Guru and mws1,
I have consulted with our KYC department, and it is crucial that the player submits the requested documents. We have sent a personal email to the player, kindly asking to provide all the necessary documents mentioned in the email.
We require the following information:
A screenshot of your personal profile in your Internet banking platform that includes:
IBAN (International Bank Account Number)
Bank ID / BIC (Bank Identification Code)
The recipient's full address (zip code, street, city, country)
Please note that an account statement cannot be accepted as the main document. Make sure to log in to your online or in-app banking profile and take screenshots of the required information.
Please send the requested documents and your bank account information to kyc@snatchcasino.com. Be sure to include your casino login in the subject line of your email.
Respectfully,
Snatch Casino Representative
Hello,
Firstly, it is my credit card account. I have never had to take a screenshot of my credit card account in any casino, just a photo of my credit card. Secondly, it is not possible to capture the requested data on a screenshot!!! THAT IS ABSOLUTELY NOT POSSIBLE!!! Why aren't bank statements accepted like in other casinos? Today I emailed the casino a screenshot of my credit card account with my name and IBAN, as well as a bank statement.
Addendum: I just received an email that my account has been verified (credit card). I'm curious to see if the withdrawal works now.
Dear mws1,
I believe that is good news. I'm keeping my fingers crossed that the withdrawal will finally be processed now that your account is verified.
Hello Michael,
the case can be closed, money received. Thank you
Great news, mws1. I'm glad to hear you finally received all the funds.
With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark 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 Rate Casino Guru (trustpilot.com). 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
