Snatch Casino - Player’s winnings were capped.

Casino with privacy policy that appears to be allegedly fraudulent. I leave the image to see the specific situation. I fulfilled the requirements to convert the bonus money into real money and I had €560 left over. I tried to withdraw, because when depositing I never had problems. (I should have already deposited €100 there) and what happened, they introduced a rule that money coming from a bonus can only be withdrawn up to €100. And they took away the other €460

Dear TiagoVaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus terms of Snatch Casino, and this is what I found:

1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

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.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Veronika

Ah ok, so only users consider it unfair to lose 100% of the money they put in, and when they win despite already playing against the odds, they can only withdraw part of it. That Bonus was not given, it was bought on load. But ok, I thought they knew what they were doing when they created this 1.4 rule! Come on, I didn't accept a privacy policy that kept me with the house on that site 😅

And now after stealing the 460 euros and leaving 100. They won't let me withdraw the 100. I've already been asked for all kinds of documents from my account, proof of address, photos with the website open, photos with the ID card. And now I'm asking for old accounts that I had previously deposited on the site. Accounts I no longer have. That rating they give to this casino is not a serious rating. And it gives the impression that this site is not serious either!

The rules about the documents needed for verification prior to processing a withdrawal request can be found in the casino's Terms and Conditions:

- When verifying your account you must provide the following documents:

- copy of your passport or driver’s license in color with valid expiration date;

- copy of the credit/debit card in color that was used to replenish the balance (both sides). It is necessary to hide the middle 8 digits of the card and the CVV code

- screenshot of your bank account with the following information:

- Bank account number / IBAN

- Bank ID / BIC

- full address of the recipient party (zip code, street, city, country)

- screenshot of your electronic wallet, that was used to replenish the balance (with wallet number and personal data page)

- if necessary, your selfie with a passport or driver’s license in hand

- copy of the utility bill (not older than 3 months), which clearly shows the name and address of residence

- We may occasionally request additional information or details regarding any deposit made by you.

To ensure a secure and lawful gambling environment, the casino may request a copy of all payment methods used for depositing into your account. This procedure is in place to prevent money laundering and illegal activities. The casino's primary goal is to ensure that funds are disbursed to the rightful owner. We strongly advise players to provide the personal information requested by the casino before requesting a withdrawal. While we understand that this verification process may cause temporary inconvenience, it is typically a one-time requirement. Subsequent withdrawals should proceed more smoothly once the initial verification is complete.

Could you please advise how long have you been playing in the casino and how many payment methods have you used? Thank you.

Perfect, I sent it all. They stopped answering me or sent me the money. "Could you tell me how long you've been playing at the casino" ui, a few years. And I know how it works when they don't want to pay. But I find this specific casino very greedy. To a point I've never seen in others. And I think that your evaluations should consider the user's opinion. How terrible! Because I signed up because I believed in your assessment. But this casino having an 8.2 rating is a scandal

Could you not ignore me?? Not even €100 will let me get up

I apologize for not getting back to you sooner. However, you have not answered my question. Can you please confirm if your account has been successfully verified?

It hasn't been verified yet. And I believe it will never be, but I have already sent all the documents that the casino asked for, now it asks for documents that I had already asked for before and since they respond to 1 email per day, maybe in 2049 I will be able to withdraw the 100€ from this serious casino with an evaluation of 8 ,two.

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

Thank you, good job, I'm waiting for the follow-up with Tomas then. Thanks

Hello TiagoVaz,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Snatch Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hello good morning, yes they asked me this to finalize the process

- An official document from your bank confirming card ownership 535456******0059 // 535456******9576. The document must contain the cardholder's full name, card expiration date, the first 6 and last 4 digits of the card number.

and I sent the document sent by the bank in pdf

In addition to the obvious fact that they are asking for a lot of things on a personal level, I have already given everything

Dear Guru and TiagoVaz,

Today we received all the necessary documents from the client, the payment has already been sent and is being processed, the funds will be credited to the client's account in the near future.

Thank you, Snatch Casino, for providing the information.

Dear TiagoVaz,

Could you please update us once you have received the payment? Thank you.

Kind regards,

Tomas

Ok, I checked that my identity has already been validated, now it's time to wait for payment. I'll let you know if I receive

Dear Guru and TiagoVaz,

According to our information, the payment has already been processed and received on the account

True, I already received the money

Dear TiagoVaz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas