Snatch Casino - The player's winnings were capped.

Good day everyone. I categorically do not recommend this casino for the game, because out of the blue it threw me at 85000r, I read the rules and as they say the max conversion after wagering the bonus x 5 was not there, I played the bonus 89000r on the balance, passed verification, put 85000 on the withdrawal, two withdrawals of 50000 and 35,000, of course, I didn’t receive anything)) 3 thousand fell into the account and everything is fine with them, washed-up creatures and not a casino. NEVER PLAY IN THIS DEPOSIT!!!!!! There are many questions why the amount was not immediately converted after wagering? Why didn’t they immediately report this, but waited for the verification to pass and with an impudent fuck to say that everything is fine on you 3 thousand and go to hell, you can’t guys. I’ll provide screenshots and other things. I can’t hope for a refund, but I want as many players as possible to find out that it’s not necessary to play there with a win of half a million, 5 thousand rubles will fall on your balance and they will say so, and you’re a sucker.

Hello gidrofas555,

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 since when is your account fully verified? What bonus did you use in order to accumulate your balance? How much did you deposit when you received the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening. My account was fully verified on 02.11.2022. After full verification, I requested a withdrawal of funds. The bonus was for the 3rd deposit, after the full wagering, the balance conversion did not occur, at the time of submitting the withdrawal request, the balance was 89,000 rubles, I made two requests for 50,000 rubles and 35,000 rubles, these amounts were debited from the balance and it could be tracked in the history of deposits and withdrawals. Letters from them do not come, I asked a chat question after the amount of 3175 rubles turned out to be on my balance. I asked what the problem was, to which I received an answer: these are the conditions and we don't care. I didn't see anything like that in the rules. Why the conversion of the account after the wagering did not happen immediately is not clear to me. Accordingly, this is at least a gross violation of the casino rules themselves. On the third deposit I deposited the amount of 1270r bonus 50% + fs . I didn't use Fs. Personally, I think it's not fair to deprive players of winnings in such a brazen way, at any moment they can correct the rules in their favor so as not to pay winnings.

Dear gidrofas555,

Could you please forward any supporting evidence and conversation with the casino to nikolas.b@casino.guru?

Dear gidrofas555,

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.

Hi Nick, I answered your email. I have nothing to add to this since not a single letter came from this casino, I tried to save the chat correspondence, it did not come to my mail either, this proves that they will cheat in any case and the evidence is very difficult to collect. I threw off the screenshots with the withdrawal and the final balance.

I would like to ask Snatch Casino to join us and clarify the situation with the player.

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 Nick, I am here and at your complete disposal.

Please clarify what is your question?

I would like to ask to clarify why exactly was the player's winning capped and if the conversion was visible there from the beginning. Was he paid out accordingly to the terms?

Hi Nick, regarding the conversion of the account after the wagering, it was not immediately, if it was immediately, then I could not put the amount of 85,000 rubles on the withdrawal. Let me remind you that I put two payments of 50,000 rubles and 35,000 rubles.

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.

Firstly, there wasn’t any letter, I didn’t receive it, and secondly, for some reason, the write-off didn’t happen right away, only after I put the funds on the withdrawal and at the time of reading the rules of this paragraph there was none. Even the letter asked to save the chat correspondence, even it did not come. In any case, your casino does not have the right to deprive you of unreasonable money, elementary in the sense that the withdrawal of the amount WAS NOT IMMEDIATELY after wagering the bonus. Accordingly, this is at least a violation and moreover tough.

There are no violations.

The rules of the casino have not changed, they were like that from the beginning.

They clearly state that the maximum withdrawal amount when playing with bonus funds cannot exceed x5 of the bonus amount.

Just because you didn't read the rules doesn't mean they didn't exist.

The fact that you did not know them and expected to withdraw a different amount, and you have it. written off during the withdrawal, does not mean that the casino has violated some rules.

There are violations and I always read the rules, there was nothing like that there. Letters from your office do not come and the most important question is why the amount was not converted immediately after wagering the bonus? It's like a very gross violation. I hope your sharaga will be added to the black list, with such conditions and rules, I hope it will be at the very bottom. Elementary letters from the chat did not receive although I tried to save it. So I wish your office crumbled.

Any accusation must be accompanied by evidence.

Please send evidence that the rules have been changed, otherwise this is just baseless slander on your part.

Also, we have provided proof that the letter was sent to you, and this screenshot has the time and date of sending.

This screenshot is from our CRM and cannot be faked.

So far, on our part, each statement is provided by evidence, and on your part - naked slander.

What, we are sure, Casino Guru will pay appropriate attention to.

As well as draw attention to insults and inappropriate behavior on your part, which also indicates your desire to falsify evidence and receive funds from us dishonestly.

Insults? Which ones? Do not tell me what evidence and screenshots I sent everything. It makes no sense to me to slander, I have never done this and am not going to, but when the "casino" brazenly deceives the players, then, excuse me, get what you deserve. And you still haven't answered my question: WHY AFTER WAITING THE BONUS WAS NOT CONVERTED IMMEDIATELY?

All questions are asked above, read carefully.

1. Show evidence that the rules have been changed.

2. Show evidence that you did not receive the letter and were not aware.

Of course you received it, as evidenced by our screenshot, and of course you were aware that the maximum withdrawal is limited.

But nevertheless, you went and created a compliance on Guru and on another site in order to mislead the admins of these sites and try to take the money dishonestly, proving that the casino violated its rules when it did not violate them.

Not in a fair way? Are you mad at all? Well, I assumed that your office is finished and cannot give an answer to my questions, or rather one. Accordingly, I'm not going to answer your guesses or false accusations, your sharaga's rating is still falling before our eyes, and that's where you're going.

Dear gidrofas555,

In some cases the bonus is converted into real money after finishing the wagering of it but there are also many cases, where you balance is deducted only when you request a withdrawal. It is very common in many online casinos.

As the casino paid out your winnings according to their terms - 5x bonus amount, we will be closing the complaint.

Best regards,

Nick