HomeComplaintsSnatch Casino - Player’s winnings were reduced.

Snatch Casino - Player’s winnings were reduced.

Amount: €440

Snatch Casino
Safety Index:High
Submitted: 15 Jul 2024 | Case closed : 06 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

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.

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4 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:
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4 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

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4 months ago

Dear Chaser361,

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 months 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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