The player from Germany successfully wagered a bonus, converted it to real money, and won a significant amount. After requesting a withdrawal of 1000 euros, the casino canceled it and confiscated most of his funds, leaving her with only 250 euros, citing that he played with bonus money.
Snatch Casino - Player’s withdrawal request has been canceled.
Amount: €2,000
Snatch Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 22h 26m 7s
Case summary
1 hour ago
Public
Public
22 hours ago
Translation
I had my bonus wagered and it was converted to ×5 the deposit amount. After that, I continued playing since it was then real money!
I won a good amount of money. I then requested a withdrawal of 1000 euros and I am verified.
Another 1000€ was in my player account.
Subsequently, my withdrawal was canceled and all my money, except for 250 euros, is gone. The reason given was that I had played with bonus money.
Simply outrageous!
Automatic translation:
Public
Public
4 hours ago
Dear PyroPassi,
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.
- Do I understand correctly that your winnings were capped twice?
- How much did you win after you completed the bonus wagering requirement before the casino capped your winnings for the first time?
- Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
Additionally, if there is any other relevant communication between you and the casino, please forward it 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
Public
Public
1 hour ago
Translation
Good day,
1. So in this sense the bonus was capped twice. I had wagered it and then I had about €250 in real money in my account, then I won about €1200 which I then asked to withdraw. This was rejected, my account was blocked for about 10 minutes and then unlocked again. I cancelled the €200 withdrawal beforehand and still won a good €1000 with it.
Then I was able to log in again and the money was reduced to 250€!
Because it supposedly says in the bonus terms and conditions that I can only withdraw 250 euros of real money from the bonus, which makes absolutely no sense to me.
I am enclosing the email I received.
2. I had about 1200 euros in bonus money, which was then capped at 250€ after the bonus was implemented.
3. I can't tell you exactly right now, 100% deposit bonus + 100 free spins.
Implementation was ×35 with a deposit of 50€ I believe.
Automatic translation:
Casino Guru is examining the case
