Snatch Casino - Player's winnings have been restricted.

Avoid this casino. I turned over the casino bonus. I received reduced funds (which is understandable, maximum conversion = deposit x 5). I continued playing for it, but without the bonus, and I managed to win. Ultimately, the amount to be paid was PLN 4,000. Today I received an e-mail from the casino that even after wagering the bonus there is a withdrawal limit, which in my opinion is a cheat. I don't recommend it, for me it's a scam!

Dear msysak89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that after the winnings from the bonus were capped the first time, you continued to play and accumulated further winnings?
• Do these newly capped winnings represent the disputed amount of zł130?
• Have you completed account verification in the casino?
• Please send me the correspondence from the casino where they justify the confiscation of these funds. My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

First of all, I'm sorry if something is not understandable, but I use a translator.

I took advantage of yesterday's 100% bonus on the deposited amount, plus 100-frispins. when I didn't have any cash left in my account, I used 100 free spin. I won about PLN 40 there. By continuing to play, I accumulated about PLN 1.500 on the bonus account. maximum conversion It was PLN 500 and after wagering the bonus I received this amount in my account. knowing that I don't have any means to trade miles on, I continued to play and successfully won over PLN 4,000. I ordered a withdrawal of funds and today I received an e-mail that they have a provision in the regulations that is generally written incomprehensibly. Finally, I would like to point out that I use a lot of foreign casinos and I have never encountered a situation where non-bonus funds are limited.

Thank you very much, msysak89, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear msysak89,

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 own specific conditions, so we always encourage players to read and understand the bonus T&Cs before they activate or claim any bonus. Do I understand correctly that you lost your deposit and the bonus funds while wagering the bonus? You mentioned that you had no cash left, so am I right in assuming that you accumulated your winnings solely from the free spins? The winnings from bonus free spins are usually limited as well. The casino has this mentioned in the bonus T&Cs:

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.

I will still 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 provide more information on why were the player's winnings capped? Once the player has met the wagering requirements for the free spins and has received "real money" in their balance, subsequent gameplay and winnings should no longer be subject to bonus terms and conditions.

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 Guru,

We need a little more time to discuss this situation within the team. We will get back with an answer as soon as possible.

Dear Snatch team,

I acknowledge that collecting essential information can take time. In an effort to address the complaint, I am extending the timer by an additional 7 days.

Dear Casino Guru and

Following a thorough review of the game history, our analysis aligns with Guru's assessment. Therefore, we have decided to reinstate the sum of 3500 PLN to the player's account balance. This decision ensures fairness and transparency in our operations, reflecting our commitment to providing a positive gaming experience. Furthermore, we affirm the player's entitlement to exercise their right to request a withdrawal, granting them full access to manage their account accordingly.

Respectfully,

Snatch Casino Representative

Dear Snatch team,

Thank you for your response. I appreciate your reconsideration of the initial decision. I'm pleased that we share the understanding that situations like these require a case-by-case assessment, recognizing that even the best systems may not be flawless.

Dear msysak89,

As mentioned by the casino team above, your winnings that came from an already real money play have been credited to your casino balance, and you are free to submit a withdrawal.

Please let me know if we can consider your complaint resolved or if there is anything else you require our assistance with.

Thank you Casino Guru and Snatchcasino, I love you 🙂❤️.

I didn't believe in a positive solution to the situation, but it worked.

This just shows Snatchcasino's professional approach to customers. I confirm, the money has been returned to my account, the matter can be considered resolved. Regards.

Dear msysak89,

I'm glad the situation could be worked out. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close 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 https://www.trustpilot.com/evaluate/casino.guru. 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