Snatch Casino - The player's account got blocked.

hello,

I open an account to this casino, verified my account and deposited 400 euro. When my balance was at 618 euro I asked for 300 euro withdraw. After a few days I tried login in my account to check the status of the withdraw but my account was disabled. After several tries to try contacting them I got the following response:

 The Risk Department at SnatchCasino has carefully reviewed your PLAYER1507444 login. PLAYER1507444 account - did not pass the casino security check. A detailed check of your account revealed a violation of the project rules, namely: 13.4.2. Unfair advantage includes (but is not limited by): - the usage of analysis systems aimed at forecasting of game results or influencing on it; During the analysis of your gaming session, it was revealed that you used betting analysis systems that give an unfair advantage when playing. In connection with the revealed violation of the rules of the project, your winnings on the PLAYER1507444 account have been canceled and your account has been closed. The Casino is not responsible for your opening a new account and any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time. This decision is final and not subject to revision.

This is stealing! Not only they don't pay me my winnings they steal my money, my deposit too!

Hello conkyr88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Yes I verified my account on 22 of December 2022, a few days after I opened it. I accumulated my winnings with real money, no bonus received or used. I spoke with the casino through live chat on the 10th of January to find out why my account was disabled and my withdrawal was denied. Their response was the email I quoted in my first message.

Best regards,

Constantinos

Thank you conkyr88 for all the information provided. As we will need more details from the casino, your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello conkyr88,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Snatch Casino to join the conversation and participate in the resolution of this complaint.

Dear Snatch Casino,

Can you please clarify exactly what has caused the player's account to be closed and winnings to be canceled?

Kind regards,

Adam

Hello conkyr88,

There has been no response from the casino, I will contact them once more.

We would like to ask Snatch Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hey guys, we got an email from the game provider warning that the player is using a forbidden game strategy.

The text is as follows:

"We are reporting that experts have identified that the player (3690_SC_PLAYER1507444) is showing signs of using the Wonging strategy.

Please take action against the player in accordance with your regulations

Screen Name PLAYER1507444

Player ID 3690_SC_PLAYER1507444

Below you can find the correlation between True Count and the average bet amount per session from 12/20/2022.

True Count Number of games % of games Average bet

TC ≥ 3 12 80.00% EUR 31.71

3 > TC ≥ 2 3 20.00% EUR 25.00"

Based on this data, we blocked the player's account due to violation of the rules of our project.

Hello Snatch Casino,

Thank you for your response.

The player is accused of "Wonging", which is a form of card counting. According to our Fair Gambling Codex, we do not consider card counting to be fraudulent in any way, as long as the player has not colluded with other players or used any form of software to affect the fair randomness of the game.

Could I ask you please to provide us with the betting history of the player for review? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Game history sent.

Hello Snatch Casino,

Thank you for the evidence provided.

As mentioned, in accordance with our Fair Gambling Codex we do not consider Wonging, or card counting, to be fraudulent, as long as the player has not colluded with other players, used any software assistance or interfered with the fair randomness of the game.

As there does not appear to be any evidence of the player doing any of these things, we believe that the player's account may be closed at the discretion of the casino, but any winnings already accumulated should be paid.

Kind regards,

Adam

Hello friends,

Okay, we are ready to fulfill the Guru's decision.

Please specify how much we need to add to the player's account for withdrawal?

Hello Snatch Casino,

We believe that the player should receive their full balance, which the player has stated was €618, can you please confirm that amount is correct?

Kind regards,

Adam

Hello friends, the account is open, 618 euros have been credited to the balance and are available for withdrawal.

But the player does not have a verified account, so he needs to submit a withdrawal request and pass verification, and then the withdrawal will be processed.

After that, the client's account will be closed by decision of the administration.

Thank you for the update, Snatch Casino.

Dear conkyr88,

Please advise us when you have completed the verification process.

Kind regards,

Adam

I have sent the requested documents and I am waiting for the casino's response

Thanks for letting us know, conkyr88.

I will extend the timer and wait for the casino to respond.

Kind regards,

Adam

Just received an email from the casino that my account is verified. I already requested a withdrawal.

Hello conkyr88.

Please let us know when the payment has been received and we will close the complaint as 'resolved'.

Kind regards,

Adam

Just received a payment for the full amount from the casino.

Adam thank you very much for your support.

I received a payment for the full amount from the casino.

Adam thank you very much for your support.

Dear conkyr88,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam