Snatch Casino - Player struggles to close account due to gambling problem.

I have sent them 3 emails for closing my account even talked to online support for blocking my account.I have a gambling problem and asked them numerous times to block my account.I have lost over 8 thousand euros and they do not block my account.

Dear prodjhectorb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling section and I found this:

"You can always contact our support department at support@snatchcasino.com and request that your SnatchCasino account be terminated for a set period of time. Following that, we will take the necessary steps to completely block you from our site as well as any promotional e-mails you may be receiving from our casino. If you want to set up a personal cooling-off period, please contact our customer support team."

Could you please clarify how much money you deposit after the first self-exclusion request?

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru together with all self-exclusion requests. 

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

Dear Christina.

I have already sent you email with the ammount of money that was deposited after my closure request and the emails i have sent them to do so.

Dear Kristina

The email i have sent you is from the email i used for my casino account n******@mousamas.net

Regards

Thank you very much for your reply, prodjhectorb. I received your email, however, I don't see anywhere mentioned that you wish to close your account due to gambling addiction.

If you still have access to your casino account, I would recommend that you send a new self-exclusion request. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please keep me informed about any further developments. Thank you in advance.

Yeah was waiting on that answer from you.You are getting paid from those casinos anyway...

What is more to say when you state i am having money problems??????Would it be better to saw them my bank account????Just crap from them and from you also

"Money problems" and gambling addiction are not the same thing. Of course, they may go hand in hand but they often don't. It's likely that you will concur with me that a lack of funds for online gambling does not necessarily indicate a gambling addiction.

Could you please clarify if you still have access to your casino account? If yes, have you already requested self-exclusion following my instructions?

You know that gambling addiction and money problem is the same exactly thing.

I have already excluded myself from other casinos just with this two words "Money Problems".

Nevertheless i have already sented the email you have asked me to.I am certain that it will be answered immediately!!!

Have you received any response from the casino? Has your account been closed?

No account is still up and running.No email response either

Could you please forward me the new self-exclusion request? My email address is kristina.s@casino.guru.

Dear Kristina.The email you asked for is on the way

Thank you very much, prodjhectorb, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Dear prodjhectorb,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Guru,

We received the first letter with the designation of gambling addiction from the client only on August 11th. This is also proven in this complaint. On August 11, the client had an active bonus balance on his account, so we could not close his account. The client was notified of this on August 11 by letter. After the client lost his bonus balance, the client did not request to close his account.

Since the request to close the gaming account due to gambling addiction, the client has made 0 deposits. At the moment, his account has been closed since August 24th.

Dear Snatch Casino,

Thank you very much for your cooperation. Please, could you provide me with the player's account and game history? Has the active bonus already been wagered, and how long did it take for the player's balance to reach zero after his closure request?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello! Sorry for the delay, game history has been sent to your email Jozef.

Dear Snatch Casino team,

I confirm receiving the evidence. Thank you.

Dear prodjhectorb,

I am very sorry about the situation but based on the information provided. I believe you are not eligible to receive the refund. As Kristina has already explained, you need to clearly communicate your gambling issues to the casino team. If you do so, they are obligated to close your account promptly. If they fail to do so within a reasonable timeframe, and you manage to make a deposit, then you should be refunded. Fortunately, you did not deposit any money after informing them.

Concluding the information above, I have no other option than to reject the case. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru