Snatch Casino - Spelaren har problem med kontot och uttag.

Dear Casino.Guru Team,

Since the casino unfortunately refuses to communicate with me, I must ask you to mediate in this matter.

Unfortunately, the matter is a bit more complicated, but I will try to explain it in a way that is easy to understand.

The casino has been around for a while now, and besides iwild and ybets, it replaced its old casino software with a new one about a year ago.

I had been registered there for some time before this change but had only made a few deposits.

After the system change, I noticed that I couldn't log in with either my email address or username, even though the casino was sending me emails. At first, I thought it was just teething problems with the new system and would be fixed soon.

I tried several times, but logging in was impossible. I contacted live chat a few times over the course of time, where they only told me they would forward the issue and get back to me.

When I didn't receive any feedback for the umpteenth time, I registered a new account with the same email address (just a period in between, @gmail.com) and everything was fine.

I never had, and still don't have, a casino account there, and I couldn't find out whether it still exists. Naturally, I also never used this potentially old account (how could I, since the login was dead).

I realized something must be wrong with the old account and casino system because, during registration, the email address was shown as assigned, but at the same time, when using the password reset function, this message appeared:

I have made maybe 2-3 deposits there irregularly (rarely) and, as mentioned, only this one functioning account.

I got lucky with my last deposit last week and withdrew approximately $170 USD via crypto. Since I was still playing with real money at that time, I was able to cancel the bonus funds and no longer had any wagering requirements.

Unfortunately, after a few days, the casino deactivated my account without any email notification and is now claiming it's a duplicate account that was never used and never worked. I created this account on your new website with no malicious intent or to gain any advantage; as mentioned, it was impossible to use the existing one, and no one could or would resolve the issue.

KYC was not requested, as is usually the case with crypto.

I contacted the casino via email, explained the situation, and requested a review. Unfortunately, I have not received a response since Monday.

Geschätztes Casino.Guru Team,

da sich das Casino leider weigert, mit mir zu kommunizieren muss ich Sie in dieser Sache um Vermittlung bitten.

Leider ist die Sache etwas schwieriger, aber ich versuche es gut nachvollziehbar darzulegen.

Das Casino gibt es ja bereits länger und neben iwild und ybets hat es vor ca 1 Jahr ihre alte Casino Software durch eine neue ersetzt.

Ich war bereits länger vor dieser Umstellung dort registriert aber hatte nur wenige Einzahlungen.

Nach der Umstellung bemerkte ich, das weder mit meiner E-Mail noch Username ein Login möglich ist obwohl das Casino mir emails schrieb. Ich dachte zuerst, das seien Kinderkrankheiten im neuen System und wird bald behoben.

Ich versuchte es immer mal wieder aber es war kein Login möglich. Ich kontaktierte ein paarmal den Live Chat im Laufe der Zeit, wo mir nur sagte das man es weiterleiten wolle und man sich bei mir meldet.

Als diese Rückmeldungen zum Xten mal ausblieben habe ich mir einen neuen Account mit der selben Email Adresse (nur ein . dazwischen @gmail.com) registriert und alles war in Ordnung.

Ich hatte und habe also keinen Casino Account dort gehabt und für mich war nicht aufklärbar, ob dieser noch existiert. Auch habe ich selbstverständlich (wie auch, Login tot) diesen allenfalls alten Account nicht mehr genutzt.

Das irgendetwas mit dem alten Account und Casinosystem falsch laufen musste, merkte ich daran dass bei Registrierung die E-Mail Adresse als vergeben angezeigt wird, aber gleichzeitig beim Nutzen der Passwort Zurücksetzen Funktion dies kommt:

Ich habe unregelmässig (selten) dort vielleicht 2-3 Deposits getätigt und wie erwähnt auch nur dieses funktionierende Konto.

Nun habe ich bei meiner letzten Einzahlung letzte Woche Gl¨ück gehabt und ca. 170 USD per Krypto in Auszahlung gegeben. Da ich zu diesem Zeitpunkt noch mit Echtgeld spielte, konnte ich das Bonusgeld stornieren und hatte keine Umsatzanforderungen mehr.

Bedauerlicherweise hat das Casino nach ein paar Tagen meinen Account ohne irgendeine E-Mail deaktivert und beruft sich nunmehr auf einen doppelten, nie nutzbaren und nie genutzten Account. Ich habe aus keiner bösen Absicht oder um einen Vorteil zu haben dieses Konto mit der neuen Website von Ihnen erstellt, wie erwähnt es war unmöglich den bestehenden zu nutzen und keiner konnte/wollte das Problem lösen.

KYC wurde nicht angefragt, wie meistens bei Krypto.

Ich habe das Casino in einer E-Mail kontaktiert und dies so dargelegt sowie um eine Prüfung gebeten. Leider erfolgte daraufhin seit Montag keine Reaktion.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you were able to access your original account at this casino?
• Are you certain that your original account was registered without a dot in the email address?
• Did you attempt to log in using the email address with a dot before creating the new account?
• Did you ever have access to or use both accounts at the same time?
• Were any bonuses or promotional offers activated on either account?
• Was the original account ever fully verified?
• Do you have any screenshots, emails, or chat transcripts showing that you contacted customer support to resolve the login issue before creating a second account?

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

Best regards

Veronika

Dear hugbearli,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of hugbearli. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear hugbearli,

Please forward me all the communication between you and the casino customer support regarding the accusations of you having multiple accounts at veronika.f@casino.guru. Thank you for your cooperation.

Thank you very much, Veronika, I have forwarded the live chat screenshot and email.

vielen Dank Veronika, habe den Live Chat Screenshot und email weitergeleitet.

Dear hugbearli

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello hugbearli,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Snatch Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal