Snatch Casino - Player wants to close his account in the casino.

I want to close my account Herr. At least take a cooling of period of at least 30 days. As stated within snatch casinos tcs this should happen immediately. Unfortuanetly they are not willing to follow my demand.

a. Cooling off period

You can set this period immediately, with minimum cooling off period being 7 days. During this period, you will not be able to deposit money into your account. Additionally, you will not receive any promotional offers for such period, meaning at least for 7 days.

online support said they are not able to set a cooling of period and the Support email wont ever give u an answer.

right now i just want to close my account there and wont ever come back there. Zero Customer protection and zero Support. Please help me to close my account there.

Kind regards

Dear Krugmann,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you advise if you attempted to ask the casino live chat to close your account and what was their reply? Could you forward your original request to close your account to the casino and any relevant communication between you and the casino to tomas@casino.guru ?

I’ll look forward to your reply.

Best regards,

Tomas

Dear Krugmann,

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.

Please excuse the Late reply. I did send the original email asking for a cooling of on 29.12.2022 to the email you asked me to send it to. Send two chat transcripts too.

i did ask for a cooling of period on 29.12.2022.

according to the snatch casino tc‘s this should Happen right away. On 8.01.2023 i did not even get an answer.

kind regards

f.Schulte

Dear Krugmann,

thanks for forwarding me the information, I hope you are doing better.

From my observation, the request you submitted to the casino was supposed to have a reason for the closing of your account or for taking a break. Unfortunately, perhaps because this information was missing your request wasn't processed.

Make sure to repeat the request while giving an explicit reason for the closure. Let me know about the result.

The request might look like this:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 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 for my decision is xxx

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

Dear Krugmann,

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.

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.