Snatch Casino - Hráčův účet byl bez vysvětlení uzavřen.

Hello,

I opened an account at this casino. I made a deposit of PLN 2,500 and I received a bonus of PLN 5,000. Unfortunately, I lost all real and bonus funds (on slot games). After that I made a second deposit of PLN 100 - this time without any bonus - and I was lucky because I won over PLN 12,000 (also on many different slots).

The casino paid me already three withdrawal orders in the amount of PLN 2,100 each (this is the maximum amount of a single request).

I wanted to made next withdrawal requests, but when I tried to log in, this message occure:

"The user has been disabled by the administrator, go to Live Chat or email support@snatchcasino.com".

I was not given any reason for this decision in Live Chat, I was advised to write an e-mail, but I have not received any reply for 2 days. I have not received any warnings or notifications regarding this.

As you can see, casino start to payout my winnings but suddenly they disabled my account.

I believe that my account was wrongly closed and my winnings should not have been confiscated.

I am asking for help in solving this dispute.

Best regards,

Katarzyna

Dear KateZby,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please include your recent attempts to contact the casino, to which the casino didn't respond.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I create an account on May 15th 2024. I found out that my account is disabled on May 30th.

Casino didn't inform me about this - I just want to log in to my account and then I found out.

I get my last withdrawal on May 28th.

I played ONLY on slot games. Many of them.

I sent my recent mail to casino to your e-mail address + screenshot here.

I didn't save my recent LiveChat transcripts, but I chat today again and this is what thay say: "account is closed due to abusing the bonus".

I don't understand because I lost all real and bonuns funds from first deposit.

Screenshot of this chat attached.

Today casino reply to my email:

I do not have any other account. I really do not understand this situation.

LiveChat said: bonus abuse

Support said: duplicate account

Perhaps, casino support think that my twin sister (we are not looking the same and we have different surnames) account is my account. We are living in different addresses. Both account were verified by KYC.

I told her today about this case, she checked immidiately her account and it is also disabled!

I can easily prove that we are two different people and we are not living together.

Thanks for the reply, KateZby.

On the screenshot you submitted in your last reply, the accusation is regarding delaying of rounds.

• Could you please specify which games you played while the bonus was active?
• Have you played the same slot game with real money?

• I played few slots. For ex. Dog House (PragmaticPlay), Cleocatra (PragmaticPlay), Master Joker (PragmaticPlay), Dragons Bonanza (Belatra) and others but can’t remember right now - it was almost a month ago.

• I am sure that I did not played the same slot for bonus and real money.

Snatch casino support can easily check what exact slots I played (playing history).

My account is disable so I can’t check that by myself.

Thank you very much, KateZby, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello KateZby,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Snatch Casino to join the conversation.

Dear Snatch Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

Dear Casino Guru,

We appreciate your patience and understanding. We need additional time to thoroughly review and verify the details of your request. 

Respectfully,

Snatch Casino

It is not my turn to reply. Reset time remaining please.

Dear Casino Guru,

Please be aware that there has been a violation of our terms and conditions concerning the creation of duplicate accounts. Our records indicate that multiple accounts have been established to exploit our bonus offer.

Additionally, please review our Bonus Terms:

Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

You can access our terms and conditions via the following links:

Bonus Terms - https://snatchcasino.com/en/page/bonus-terms

Terms and Conditions - https://snatchcasino.com/en/page/terms-and-conditions

We appreciate your understanding and compliance with our terms and conditions.

Best regards,

Snatch Casino

Dear Snatch Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

And now we will wait another 7 days to get any proof because it is not exist.

Dear Casino Guru,

We have thoroughly reviewed your request and have subsequently sent the necessary proof to the specified email address. Please check your inbox for the detailed documentation we have provided.

Best regards,

Snatch Casino

Thank you for your email with information and supporting evidence, Snatch Casino team.

Dear KateZby,

After a careful review of the information and evidence provided by the casino team, I am afraid I am no longer able to pursue this case.

Although we don't consider certain strategies as unfair, and strictly technically speaking, every gameplay can be viewed as a strategy, by reviewing your gameplay, it was discovered you used a so-called delayed round strategy, that gave you an unfair advantage. Such actions are strictly prohibited in all reputable casinos.

The casino has this mentioned in it's bonus T&Cs

12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. The casino team acted within its established rule you have agreed to when creating your account.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru