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

Dear hugbearli and Casino Guru,

In all administrative actions, Snatch Casino strictly adheres to posted Terms and Conditions, accepted by the player upon signup.

During their time at Snatch, the player has violated the posted Terms by using multiple accounts. As a result, the account was closed, in accordance to the following clause:

5.11. Only one Casino Account per Player is allowed. Should You attempt or successfully open more than one Casino Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Casino Account, Casino will be entitled to immediately close all Your Casino Account(s), retain all monies in such Accounts and ban You from the future use of the Website.

A combination of tools was used to ensure accurate detection of the accounts and avoid a potential false positive. The details of the investigation were provided to Casino Guru via email.

Respectfully,

Snatch Casino Representative.

Hello,

It's always fascinating to see that with certain providers, you can deposit an unlimited number of times over many years without the system sending any notification if you happen to have an old, forgotten account (which has also happened to me). This happened to me once at one of the Galaktika casinos about three years ago when I was registered with an old email address. Normally, the software recognizes it via phone number or name, but their system did an excellent job of informing me via a pop-up, and I was able to resolve the issue with live chat and get everything sorted out.

If a casino configures its software in such a way that it only suddenly becomes problematic when a player wins, it's simply unethical. It's sad that small winnings are withheld from lesser players, while these same players are allowed to have ten accounts until they're financially ruined, as long as they don't win anything.

I also can't imagine that anyone (except for a few exceptional "experts") would intentionally open multiple accounts in one casino, because there are thousands of mostly similar companies, in your case with iwild & ybet it's practically the same.

If you find login attempts from me, or perhaps an IP address from another location, in my opinion that has nothing to do with dual use. You can verify my information and the failed login of the old account, and I can confirm with 100% certainty that I could never have used the new account simultaneously.

Therefore, I request that Casino.Guru at least give me the opportunity to clarify the alleged "evidence" without requiring them to provide it to me. Based on this, I will now submit a data access request to the company under the GDPR to obtain information about such peculiar "proof."

Hallo,

es ist immer wieder spannend zu sehen, das man bei gewissen Akteuren unbegrenzt oft und lange Jahre einzahlen kann ohne das irgendwo eine Mitteilung vom System kommt wenn man vielleicht (was bei mir auch schon vor kam) einen alten vergessenen Account hat. Es ist mir mal bei einem der Galaktika Casinos passiert vor 3 Jahren wo ich mit alter email registriert war. Normal erkennt die Software es via Telefonnr oder Name, deren System hat mich vorbildlich per Popup informiert und ich konnte es mit dem Live Chat auflösen und alles geklärt.

Wenn ein Casino seine Software also so konfiguriert, das man erst wenn der Spieler gewinnt urplötzlich sich daran stört ist es einfach nur unseriös. Es ist traurig, das man bei kleinen Spielern die kleinen Gewinne einbehält und diese aber gern bis zum Ruin 10 Konten haben dürfen solang sie nichts gewinnen.

Ich kann mir auch nicht vorstellen, das jemand (bis auf wenige Ausnahme-"Experten") absichtlich mehrere Konten in einem Casino eröffnet weil es ja auch tausende meistens dergleichen Firma gibt, bei euch eben mit iwild & ybet nahezu dasselbe.

Wenn Sie nun Loginversuche von mir finden oder allenfalls mal eine IP woanders hat das in meinen Augen nichts mit doppelter Nutzung zutun. Sie können ja meine Angaben und den fehlerhaften Login des alten Kontos nachprüfen und das ich 1000000000% nie das neue Konto zeitgleich genutzt haben kann.

Ich bitte somit dann Casino.Guru mir zumindest die Möglichkeit zu geben, zu den vermeintlichen "Belegen" aufklärung zu geben, ohne das man diese mir geben soll. Ich werde aber basierend darauf bei der Company nun basierend auf die DSGVO eine Auskunftsanfrage machen, um solche merkwürdigen "Beweise" zu kennen.

Dear hugbearli,

If I am understanding correctly, you acknowledge that you have created at least two accounts on Snatch. This would imply that there are two accounts containing similar information and personal details on the platform. Can you confirm this?

Dear Snatch Casino,

I would like to confirm that I have received your email. Could you please let me know if all of the accounts in question have been verified?

Dear Michal,

At this moment, neither of the accounts in question have completed verification.

Respectfully,

Snatch Casino Representative.

Dear hugbearli,

Could you kindly answer the question from my previous reply?

Hello Michal,

Sorry, since your second-to-last message said "Waiting for the casino's response" at the top, I thought I didn't need to read it because you have a question for the casino.

Unfortunately, I can only repeat myself here:

- To me, it looked like my old account had been "deactivated" due to an error, because no login was possible after their system change.

- Forgot password, said a link would come, tried for weeks, no email arrived.

I gained no advantage from it; quite the opposite, I deliberately provided h************@gmail.com and my real data so that it could be verified.

As mentioned, at no time did I use two accounts simultaneously; there were 6-18 months between the last successful login of the old, no longer functioning account and the newly created one.

Shouldn't it be more relevant that the error was caused by the casino software and that the operator offered no help? And if I can't verify whether my account exists, or if I receive no response or assistance, how could I have knowingly created a second account?

For many years, you at Casino.Guru have rightly maintained that it's unacceptable to allow users to deposit funds only to have such issues arise when they win. The casino could have resolved the problem; given the existing identical name and birthday combination during registration, it could have refused the application or inquired further. Instead, it abandons the customer, sends out daily promotional emails (to this day), and allows them to deposit funds, even though, unlike the customer, the casino could have investigated and resolved the issue.

I can only hope that you are (still) serious about this complaints system and that these clear arguments will be considered fairly and neutrally. And that it will then be acknowledged that there were absolutely no advantages for me here and that I didn't use any bonuses that I was already entitled to receive by email.

Hallo Michal,

entschuldigung, da bei ihree Vorletzten Nachricht oben "Auf die Antwort des Casinos warten" standen dachte ich, ich müsste es nicht lesen weil Sie eine Nachfrage an das Casino haben.

Ich kann mich hier leider auch nur wiederholen:

- Für mich sah es so aus, das mein altes Konto durch einen Fehler "deaktiviert" sei, weil kein Login möglich nach deren Systemumstellung

- Passwort vergessen sagte es kommt ein Link, über Wochen versucht, keine Mail gekommen

- Ich habe keinen Vorteil daraus gehabt, ganz im Gegenteil ich gab bewusst h************@gmail.com und meine echten Daten an, damit man es nachvollziehen kann

- Wir erwähnt, zu keinem Zeitpunkt wurden von mir 2 Konten gleichzeitig verwendet, zwischen letzten erfolgreichen Login des alten nicht mehr funktionierenden und dem neu erstellten liegen 6-18 Monate.

Es sollte doch eher Relevanz haben, das der Fehler durch die Casinosoftware entstanden und von Seiten des Betreibers keine Hilfe kam? Und wenn ich nicht überprüfen kann ob mein Konto existiert bzw keine Antwort/Hilfe erfolgt, wie soll ich dann bewusst ein 2tes Konto erstellt haben können?

Viele Jahre habt Ihr bei Casino.Guru die berechtigte Meinung vertreten das es nicht sein kann wenn man User einzahlen lässt und bei Gewinnen dann so Dinge geschehen. Das Casino hätte das Problem beheben können, es hätte aufgrund der bereits vorhandenen Namens + Geburtstagskombi gleichheit bei der Anmeldung diese verweigern können oder nachfragen. Stattdessen lässt es den Kunden allein, verschickt (bis heute) täglich Promotion emails und lässt Ihn einzahlen, obwohl dieses im Gegensatz zum Kunden dies überprüfen und lösen hätte können.

Ich kann nur hoffen das es euch mit diesem Beschwerdesystem hier wirklich (noch) Ernst ist und diese klaren Argumente fair und neutral berücksichtigt werden. Und das man dann anerkennt, das hier keinerlei Vorteile für mich waren und ich auch keine Boni nutzte, wo ich eh berechtigt per Mail bekam.

Dear hugbearli,

Unfortunately, I will not be able to help you anymore in this case. The evidence I was able to review strongly suggests that you have engaged in multi-accounting, which is strictly prohibited, as it is mentioned in the casino's terms and conditions, as well as in our Fair Gambling Codex:

• players should only create one account at each casino. Duplicate accounts are generally punished, even if the intentions of the player are good, and it is just an honest mistake. This includes creating accounts for friends or family members, as these could also be identified by the casino as a breach of the terms and conditions. It is always best to ask the casino about such situations first, to prevent issues later.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

If you disagree with our decision, you can try contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.