The player from Germany had made a €25 deposit and received a bonus. After he had fulfilled the wagering requirements, his withdrawal request was cancelled due to a limit on the bonus amount. He had been seeking the remainder of his winnings, which totalled €1700. However, upon reviewing the casino's Bonus Terms and Conditions, the Complaints Team had found a clause limiting the maximum cashout amount to 5 times the bonus granted. As a result, the player's complaint was rejected, as the casino had clearly stated this rule on their website. Despite the player's dissatisfaction with the outcome, the Complaints Team could not provide further assistance due to the casino's established rules.
Snatch Casino - Player's winnings were capped.
Amount: €1,723
Snatch Casino
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Translation
Hi, I live in Germany but that's not a problem. I made a deposit of 25 Euros and received a bonus of 150 percent. I've met the wagering requirements and I was looking to make my first withdrawal. However, it was immediately cancelled today. The reason given was that I can only receive five times the bonus amount, which is 187 Euros. The remaining 1732 Euros were cancelled. On January 11, I made a deposit and played with a bonus. That was 30 Euros I deposited, and I was then paid 400 Euros. Therefore, that should have been a bonus of 275 percent, which is not offered by the casino. So I'm not sure what I should do next. I want the 1700 Euros that's supposed to be mine.
Automatic translation:
Public
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9 months ago
Dear Lolek100,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
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.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
Public
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9 months ago
Translation
I think it's an absolute disgrace because the real money is combined with the bonus money and suddenly it's all bonus money, and then you can close the case
Automatic translation:
Public
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9 months ago
Thank you for your reply, Lolek100. I understand your frustration, but unfortunately, this is how bonuses with maximum cashout work, and there is nothing we can do about it.
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.
