HomeComplaintsSnatch Casino - Player’s withdrawal request has been canceled.

Snatch Casino - Player’s withdrawal request has been canceled.

Amount: €2,000

Snatch Casino
Safety Index:High
Submitted: 05 Nov 2024
Case opened Current status

Waiting for player to reply

2d 13h 54m 42s

Case summary

10 hours ago

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.

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1 month 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!


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1 month 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

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1 month 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.

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1 month ago

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1 month ago

Thank you very much, PyroPassi, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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1 month ago

Hello PyroPassi,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Snatch Casino to join the conversation.


Dear Snatch Casino,

Can you please provide more information on why the player's winnings were capped? Once the player has met the wagering requirements for the bonus and has received the winnings as "real money" in their balance, subsequent gameplay and winnings should no longer be subject to bonus terms and conditions.

I'm looking forward to your clarification.

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1 month ago

Dear PyroPassi and Michal,


We would like to kindly inform you that, according to the terms and conditions of bonus 1.4 (Other Bonuses), the funds obtained from the bonus can be withdrawn up to a certain limit:


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.


In this case, the player received a bonus of 50 EUR, meaning he was eligible to withdraw up to 50 EUR x 5 = 250 EUR. As a result, the rest amount has been deducted from the gaming account.


Respectfully,

Snatch Casino Representative

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1 month ago
Translation

Good evening, this rule makes no sense to me at all!

The bonus was already capped and then I made further winnings with the 250€ in real money!

Then they should prohibit further gambling instead of creating such misleading conditions!


Extremely annoyed

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1 month ago

Dear Snatch Casino,

While I acknowledge the presence of rule 1.4 and if the player's winnings were capped only once after fulfilling the bonus wagering, this would be alright, but in this case, it seems the player's winnings were capped twice. The player mentioned : "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!"

So if there were "real money" in their balance, subsequent gameplay and winnings should no longer be subject to bonus terms and conditions.

Please forward me the player's full game log for review to investigate the timing of the bonus wagering and the application of the caps at michal.k@casino.guru

Edited by a Casino Guru admin
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1 month ago
Translation

Good evening,

I see it the same way as you.

250€ were paid out because I didn't see the point in winning anything with this money, which was then deducted again.

The money that I won as real money is no longer in my account; it was simply removed.


Best regards!

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3 weeks ago

Dear PyroPassi and Michal,


First and foremost, we would like to sincerely apologize for any inconvenience or frustration this situation may have caused. We understand how important it is for you to have this matter resolved promptly, and we deeply regret any uncertainty or delay you may be experiencing.


We kindly request additional time to thoroughly review the situation concerning this matter.


At this moment, our financial department is conducting a thorough review to ensure that all aspects of the situation are fully understood and addressed in accordance with our policies and procedures. Due to the nature of the review, we kindly ask for your patience as we need more time to properly assess the situation and ensure that everything is resolved accurately.


We truly value your understanding during this time and appreciate your continued patience.


We will keep you updated on the progress and provide you with further information as soon as we have completed the necessary checks.


Thank you for your understanding.


Respectfully,

Snatch Casino Representative

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2 weeks ago

Dear PyroPassi,

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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2 weeks ago
Translation

Hello, as the text from Snatchcasino6.eu says, you need more time. I'm just waiting for you to submit your services and we'll find a solution!


I submitted everything I have!

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1 week ago

Dear PyroPassi and Michal,


We sincerely appreciate your patience and understanding throughout the investigation process. After a thorough review, we have reached the decision and taken the necessary actions. The player has received compensation for the deducted funds.


Thank you once again for your continued understanding and cooperation. We value your trust and are grateful for your patience during this matter.


Respectfully,

Snatch Casino Representative

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1 week ago
Translation

Good evening,


Thank you very much, there are now 1885€ in my player account. I hope that I can also pay this out

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1 week ago
Translation

Good evening Snatchcasino6.eu,


I have another request, perhaps you can fulfill it?


I would like to withdraw with crypto, otherwise I will have problems with my bank.


Could you possibly release crypto withdrawals for me?


With friendly


PyroPassi

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19 hours ago

Dear PyroPassi and Michal,


I hope you are doing well.


Thank you for your recent inquiry. Unfortunately, as outlined in our Terms and Conditions, specifically under Clause 9.3, withdrawals can only be processed using the same method that was used to deposit funds into the account. Additionally, in accordance with our AML (Anti-Money Laundering) policy, we are required to adhere to strict protocols regarding payment methods.


As a result, it is not possible to process a withdrawal via cryptocurrency if the initial deposit was made through a bank transfer.


We understand this may be inconvenient, and we sincerely apologize for any confusion or frustration this may cause. Should you have any further questions or need assistance with alternative withdrawal methods, please don’t hesitate to reach out.


Thank you for your understanding and cooperation.


Respectfully,

Snatch Casino Representative

PyroPassi has 2d 13h 54m 42s to reply

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