The player from Germany faced account deactivation for four weeks, during which his winnings were frozen. Upon reactivation, he made six deposits, but the casino claimed he hadn't met the bonus conditions even for deposits without a bonus, reducing his eligible amount to €180 out of €660. No detailed explanation was given. The complaint was rejected due to the player's lack of response to further inquiries.
Snatch Casino - Player’s winnings were reduced.
Amount: €440
Snatch Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
First, they deactivated my account for four weeks due to allegedly not received payments and froze my winnings. Then, when it was reactivated, I made six deposits and each time I cashed out a winning. The strange thing is that half of these deposits were made without using any bonus, yet they still claimed that for all the withdrawals I requested, I didn't meet the bonus conditions. They lumped all my deposits together and informed me that out of €660, I was only eligible for €180. When I inquired further, I didn't receive a detailed explanation of how they arrived at this figure. They just told me I had to accept it.
This is outrageous; they were happy to take my money.
Automatic translation:
Public
Public
5 months ago
Dear Chaser361,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please post here a screenshot of your deposit and bonus history?
- Did the casino explain which bonus conditions weren't met? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
