Snatch Casino - Spelarens bonus och vinster har försvunnit.

I'm not sure what keeps happening, but it seems I'm cursed with bad luck. I'll be playing, seeing that I don't need much more to fulfill the bonus, sitting on winnings of 299€, then I change the game and suddenly everything disappears. The live support claims that I disabled the bonus, which I definitely did not do - I'm not crazy. Their response was shocking though. They told me that I should pay more attention next time, and not to worry, my winnings are gone and can't be restored. How laughable! It's amazing how they're able to see everything and take action when someone violates the bonus rules, but not in this case. Their responses were truly abysmal and quite disgraceful.

Ich weiss auch nicht immer habe ich so einen pech ich spiele und sehe das ich nicht mehr viel brauchen werde um den bonus zu erfüllen habe 299€ auf gewinn stehen wechsel das spiel auf einmal alles weg und der live support behauptet ich hätte den bonus deaktiviert habe ich aber nicht bin ja nicht blöd aber die antwort von der dame war die beste ich solle das nächste mal besser aufpassen und ich soll mir keine sorgen machen mein gewinn ist weg und kann auch nicht wieder hergestellt werden lol aber wenn es darum geht das jemand die bonusbestimmungen verletzt dann können sie alles sehen und machen das schon sehr seltsam aber diese antworten waren unterirdisch und eine frechheit.

Dear Chaser361,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Snatch Casino. Please understand that when you play with a bonus and you cancel it before meeting the wagering requirements, the bonus, as well as the winnings, will be forfeited. This is a standard procedure in online casinos.

I have checked the chat you provided us with and you stated the following:

[23:20]

V1705446566091563: es wurde nur der echtgeld bonus deaktiviert den gewinn habe ich durch die 120 spin gemacht

Could you please confirm if you deactivated any bonus you played with?

Could you kindly provide us with the bonus history from your account?

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

Best regards

Veronika

No, I didn't deactivate a bonus at any time. I just thought I was already through and wanted to withdraw my winnings, but then I saw that I still had to wager €324 and went back into the game. I didn't do anything else

nein ich habe keinen bonus deaktiviert zu keiner zeit ich habe leglich gedacht ich wäre schon durch und wollte den gewinn auszahlen lassen habe dann aber gesehen das ich noch 324€ umsetzen muss und bin zurück ins spiel mehr habe ich nicht getan

Could you please send me the screenshots of the bonus history from your casino account?

Dear Chaser361,

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.