Snatch Casino - The player's self exclusion failed.

Hi a want to make a complete with Snatch Casino!! On 29.10.22 i send a email requesting my account to be closed for 3 years!! I wanted to protect my self!! Today after 4 dyas I forgot that I asked my account to be closed I enter the cssino again and I lose 245 euros..than I remember that I send a request my account to be closed..i contact live support and they told me that on the day that I send the mail 29.10 they send me mail back and I didn’t respond !! Lie nobody send me a mail!! So now like a said an already request my account to be closed and they didn’t respect my wish.and now I lose money again!! So is in that illegal!? If it is a wnat my money to be refund!! Because I ask my account to be closed!! I wanted to protect my self..but they don’t care!!

Hello Kokoska15,

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 e-mail address matches with the one you registered with? Did you also contact the casino through live chat support? Did you receive any respond to your request since you send it? When exactly did you deposit again?

Looking forward to your answer.

Regards,

Nick

Hi Nick!! My mail in the casino is different than my guru account..but in a complaint I put my mail i use in that casino..if you need I will give you again!! And yes Frist I talk to live support and they told me that I need to send mail to support! Ok I send the mail on 29.10.22..i didn’t get any response from them..and I thought that my account is closed!! And yesterday I try to log in just to check if my account is closed ..but it was not!!! Than when you have a gembling problem that is the dangerous place to be..so i deposit again and a lose 245 euros!! I get upset and I contacted live support to close my account..same story they told me to send a email to support!! I told them that i did ..and been told that I need to send again..any way I send again but i was insisting to live support to contact the relevant department to speed up the process!! And than i get confirmation from the live support that they recive my mail form 29.10.22 and they send me email with further instructions.. but that was a lie..after a treat them that am gonna write a complaint to every possible forum the live support stop responding and i close the chat..today early morning i try to login again and my account was closed!! But the thing is i request my account closure on 29.10.22 to protect my self..and they ignored my request! Not respecting my problem and hoping to get more money from me!! All I know is i wanted to protect myself and they didn’t care!! I don’t know if it’s possible but i want to refund my lost 245 euros..the money I lose after I request my account to be closed and they ignored me for 3 dyas !!

Hello Kokoska15,

Please understand that a self exclusion request has a processing time just as every other request sent to the casino specially if you did request for it during the weekend. The most common processing time is 2-4 days and as your account got closed within that time frame, there isn't much we can do.

Is there anything else we can assist you with?

Dear Kokoska15,

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.