The player from Germany had won 750 euros using 35 free spins, but 510 euros were unexpectedly deducted from his balance due to alleged bonus terms that were not stated in the original offer. Despite his inquiries, the casino provided unverified information and later admitted to being unable to supply documentation regarding the situation. The Complaints Team concluded that without the entire promotional email, the investigation could not proceed, and emphasized that imposed win limits from bonus play were acceptable. Consequently, the player's complaint was rejected.
Snatch Casino - Player’s winnings have been capped.
Amount: €1,000
Snatch Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
I received 35 free spins as a bonus and won 11 euros from them. I turned those 11 euros into 750 euros. When I had 550 euros remaining, suddenly 510 euros were deducted from my balance. When I inquired, I was told that these deductions were due to bonus terms, which I could supposedly read in the email where I was granted the 35 free spins. However, the offer did not mention any bonus terms. In the live chat, they tried to lie and cheat me. They presented me with some handwritten bonus terms that had nothing to do with my situation. They couldn't provide anything stating that the maximum win from 35 free spins is 40 euros. In the second conversation, they admitted that they had lied and couldn't provide any documentation. I am sending you the transcripts, as well as the original offer for the free spins.
Automatic translation:
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1 month ago
Dear Andi02,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please send me the email with the promotional offer you received? Preferably, forward it to me as an attachment in .eml format. My email address is veronika.l@casino.guru. Please include the transcript or screenshots of your communication with chat support where you asked about the Bonus Terms.
In the general Bonus Terms of the casino, there is the following information regarding winnings from free spins:
1. Withdrawals of winnings from welcome bonuses given without deposit are limited to: €50 / C$75 / A$75 / NZ$ 80 / 200 zł / R$250 / ₽3000 / ¥7000 / 350 DKK / 500 NOK .
1.1. Maximum possible withdrawal amount from the no deposit bonus: €100 / C$150 / A$150 / NZ$ 160 / 400 zł / R$500 / ₽6000 / ¥14000 / 700 DKK / 1000 NOK .
1.2. 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).1.3. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be charged to players in accordance with the bonus policy.
However, if a bonus has its own specific terms and conditions, these will override the general bonus terms.
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
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1 month ago
Thank you for your emails. However, I need the entire promotional email, not only a screenshot that does not show the entire message. Please forward the email with the free spin promotion to me one more time at veronika.l@casino.guru.
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4 weeks ago
Translation
I only have the screenshot, but I can assure you that there is nothing about bonus conditions. They already admitted that in the minutes
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3 weeks ago
I am sorry but without the email, I am unable to proceed with your complaint. The promotional emails usually contain Terms and Conditions, or at least a link to the Terms and Conditions valid for a particular bonus. If there are no specific rules for a bonus, then the general bonus terms apply.
Please let me know if there is anything else I can assist you with, or if this complaint will be closed. Thank you in advance for your understanding.
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3 weeks ago
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I don't know why I'm still complaining here. You have proof that there was nothing in the minutes, that I was lied to and told lies, and yet you do nothing
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3 weeks ago
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Above all, you write that the email must contain the terms and conditions or a link. If nothing is stated, the terms and conditions apply. If that is your opinion, why didn't you say so from the start.
Automatic translation:
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2 weeks ago
I'm sorry but you have not provided me the entire email with the promotional offer, thus, we are unable to continue with the investigation. Moreover, I would like to emphasize that according to our Fair Gambling Codex we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
