HomeComplaintsSnatch Casino - Player's winnings have been confiscated.

Snatch Casino - Player's winnings have been confiscated.

Amount: €80

Snatch Casino
Safety Index:High
Submitted: 14 Sep 2024 | Case closed : 31 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 weeks ago

The player from Greece encountered an issue while playing the Wood Luck slot at Snatch Casino, where he was disconnected during a bonus game after winning 80 euros. Upon logging back in, the funds disappeared. Despite multiple conversations with chat support and providing the requested information, the issue remained unresolved. The Complaints Team facilitated communication with the casino, which ultimately credited the player's funds back to the account after a thorough review. However, the player expressed dissatisfaction with the conditions attached to the credited funds and indicated plans to seek legal action. The complaint was eventually closed due to the player's lack of response.

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2 months ago
Translation

Good evening. A month ago, I entered a bonus game on the Wood Luck slot at Mastot Casino. I was winning around 80 euros, and the free spins hadn't finished when the casino kicked me out. I logged back in after 3-4 minutes, but the money and the bonus were gone. I have talked to the chat support 50 times, sent everything they requested, but I haven't gotten any resolution. What should I do?

Automatic translation:
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2 months ago

Dear ntousai17,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced at SnatchCasino with the Wood Luck slot game. It sounds frustrating to have been disconnected and unable to recover your bonus winnings.

To better understand your situation and assist you effectively, could you please provide some additional information?

  • Did you receive any specific error messages when the casino kicked you out during the bonus game?
  • When you logged back in, did you check your transaction or game history for any record of the missing bonus or winnings?
  • Have you received any response or explanation from Snatch Casino’s support team regarding the lost bonus or funds?

You can also forward any relevant communication or screenshots directly to petronela.k@casino.guru to help us get a clearer picture of your case.

Thanks for providing these details – they’ll really help us dig into the issue and work towards finding a solution that works for everyone. We appreciate your cooperation.


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,

Petronela



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2 months ago
Translation

I have sent the IDs leave a picture the game in it has no history like some others but I found it in the history on the profile and it is one of the two IDs and from all the discussion all I hear is that it has been under review for 2 months and the I send almost every day I have absolutely no help from the chat or from the authorities

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2 months ago

Hi ntousai17,

Thank you for your message and the screenshots you forwarded.

Do you have a screenshot showing the €80 balance that went missing after you were logged out of the game?


Thank you.


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2 months ago
Translation

Unfortunately not because I didn't know this would happen and I expected it to be solved by chat

Automatic translation:
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2 months ago

Thank you very much, ntousai17. I will now transfer your complaint to my colleague Peter (peter.c@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.  


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2 months ago

Hello there,

Thank you ntousai17 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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2 months ago
Translation

I hope we can make ends meet

Automatic translation:
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1 month ago

Dear Casino Guru and ntousai17

,

We have submitted your round to the game provider for review, and we have been informed that you have not yet completed your free spins wagering session.


To claim your winnings, please ensure that you finish this session.


Best regards,

Snatch Casino Representative

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1 month ago
Translation

I can't understand what you're saying doesn't make sense I'm sure I haven't completed the conference

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1 month ago

Dear Snatch Casino representative, could you provide me with the player's betting history or some other evidence that the player has not finished the wagering of the free spins? You can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance!

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1 month ago

Dear Guru, Dear Client,


We sincerely appreciate your understanding and patience during this process. We have carefully re-evaluated the gaming session and sent it back to the provider for a thorough review once again. As soon as we receive their results, we will promptly update you. Your support means a great deal to us, and we truly value our relationship with you. Thank you once again for your patience!



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1 month ago
Translation

It's been 3 months and the chat has been saying the same for 3 months it's a shame for a casino that so many people trust that these things happen I don't want your gift as long as the people who go and waste their money see it because I just see a mockery with what is done like a big casino you should have done something for your customers on the same day thank you keep going.. thank you casino guru for your help..

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1 month ago

Dear Casino Curu, Dear Client,


After a thorough review of the situation, we have decided to credit the funds back to the account. We appreciate your patience and understanding during this process.


Thank you for your continued support.


Respectfully,

Snatch Casino Representative



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1 month ago

Thank you very much for the update Snatch Casino representative.

Dear ntousai17, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

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1 month ago
Translation

You don't solve my problem, dear, by giving me 86 euros with a turnover of 2.5 and when I finish the turnover, they take 40 euros from me, this doesn't happen anywhere

And besides that, I said I would go to a lawyer, I got 2 bonuses at Retro Taps with a bet of 1 euro and the 2 times our favorite snatch casino didn't give me the bonus and this time I have it on video and where I get the bonus and after I refresh and the bonus is not there

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1 month ago

Dear ntousai17, according to what you said at the beginning of the complaint you were kicked out of a game session during the wagering so it would make sense that when the funds were returned there would still be a rollover requirement, and you also mentioned they will take 40 but I am yet to see a free spins bonus that would not have a maximum win limit. I don't understand how else I can assist here but if your plan is to file for legal action against the casino we won't be able to assist further. We at Casino Guru act as mediators between casinos and the players and have no legal leverage we could use to assist. I can only recommend escalating your complaint to the casino's regulatory body. Let me know if you think we can be of any help further otherwise, I will close the complaint as resolved as your initial issue of confiscated bonus funds has been resolved. Thank you in advance!

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4 weeks ago

Dear ntousai17,

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.

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3 weeks ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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