Snatch Casino - The player's bonus features disappeared.

I played at this casino to some extent on February 6 and 7.

However, at some point the history in the game was erased.

At least evolution,playngo,pgsoft history is gone.

This has resulted in financial losses due to initialization of game progress, etc.

For example, I had a gold bar and was planning to use it later, but it disappeared due to initialization. It is probably worth 70,000yen.

I would like the game history and progress to be restored.

As evidence, we will submit an image of the casino's history with the game information and not on the Evolution side.

Hello andandjonnyx,

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 use real money or bonus balance to get these in-game bonus features? Is there actually any evidence of you having those features? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was activated on February 4.

Gold Bar Roulette is played with real money and the other games are played with bonus money.

The casino's history shows that I have played with real money and bonus money.

However, everything is missing from the history of Evolution and the games that should have been played.

I have been in contact with the casino but there has been no progress with the investigation.

Hello andandjonnyx,

Is it possible to forward your betting history to nikolas.b@casino.guru?

Please note that based on your current description it seems like you either bet too high (if you have a bonus active, the maximum bet is limited) or your balance was voided as you saved bonus feature for later, which is also against the bonus terms.

Will be waiting for your e-mail.

It is not possible to submit betting history as the casino cannot list it.

We only submit a screenshot of a portion of it, as we did earlier.

There is no problem with the wager and the balance is not voided.

The maximum wager is 750 yen, and it is within that range.

I am also able to make withdrawals.

However, all history on the game side has disappeared.

Hello andandjonnyx,

Basically if there's been no money lost due the lost history, we can hardly do anything. Also this seems more like a issue directly with the game provider (Evolution) and not the casino. I would definitely recommend to contact them as they run the platform, therefore the history within it as well.

Is there anything else we can support you with? If not, the complaint will be closed as it is not a direct casino issue.

We have confirmed that the history of Evolution as well as other providers has disappeared.

The history of at least three providers is missing.(Shouldn't it be in the sentence above?)

Therefore, it is most likely a problem on the casino side.

Or do you believe that more than three providers caused the problem at the same time?

Incidentally, I have also contacted Evolution, but they insist that it is a problem on the casino's side.

We have had similar cases at other casinos.

It is most likely that the casino has accidentally initialized the player information.

Because there is also a loss due to the loss of history,

We would like an investigation, but have not heard from the casino.

We would like the casino guru to determine a time frame for the investigation and compensation if the investigation is not completed.

First of all, let me call the casino's representative and talk about the progress of the investigation.

We are angry that the casino has been out of touch for almost a month.

Hello andandjonnyx,

Can you please clarify how would the loss of betting history affect your balance at all?

To be precise, betting history and information such as game progress was lost.

For example, in Evolution's gold bar roulette,

A portion of the winnings is saved as Gold Bars,

and use it later to earn a payout.

However, at the same time that the history disappeared, my gold bar also disappeared.

In the very first sentence I should have already told you, right?

A portion of the other prize money went into a treasure chest,

There are also slots where the accumulated winnings are awarded when free spins are triggered.

If those slots also lose game information,

users will be at a disadvantage.

As for how much specifically I lost,

I will not know until the casino restores the game information.

(The casino history only shows bets and payouts.)

For the time being, please call the person in charge of the casino.

The casino said they would investigate.

They have not given any interim report for over a month and a half,

I am furious.

Also that I have three proprietors initialized in the first sentence,

that the game progression is also initialized,

I have already told you that the game progress has been initialized and that this has caused economic losses.

Please at least read the first document.

We do not want to let a long time pass for an essentially unnecessary exchange.

Hello andandjonnyx,

I can fully understand that it seems like an unnecessary exchange. However, we have basically zero evidence of your claim other than your word. We can't just contact the casino and ask them about the history as they could claim basically anything if we have nothing to argue with. If they would say that no such thing happen, we would be forced to close the complaint anyway as it's word against word and we can't hold the casino responsible for cases without sufficient evidence.

Unfortunately, if there is no log from the casino's or the provider's side, our hands are completely tied. You can always try to contact the licensing authorities of the casino as they should have full access to all the casino files and they might be able to help you out but we are now forced to reject the complaint due lack of evidence.

I hope you will be able to resolve it in the future.

Best regards,

Nick