Snatch Casino - Spelarens uttag på 1000 euro har nekats.

I deposited money into the casino and also claimed a bonus, but I hadn't activated it for play yet. When my real money was depleted, I activated the bonus. After some time, I won and noticed that money was suddenly missing from my player account. I checked my profile and saw that I only had real money left and no bonus money, which means I had met the bonus requirements. This allowed me to play my favorite game (Wazdan - Hot Slot Cash Out), which cannot be played with bonus money. After some time, I hit the jackpot of 1500 Euro with a 1 Euro bet. I requested a withdrawal of the winnings, and the process went smoothly. Unfortunately, I received an email the next day stating that the request was denied (screenshot attached). I cannot understand what bonus this was related to, and I cannot find my winnings in the gameplay history. I contacted the casino, but without success. I don't think it's fair to withhold the money.

1500 Euro winnings, 500 Euro was paid out, 1000 Euro was not paid out

Ich habe bei dem Casino Geld eingezahlt und habe auch einen Bonus beansprucht den ich aber noch nicht aktiviert hatte zum spielen. Als mein Echtgeld dann runtergespielt war aktivierte ich erst den Bonus. Nach geraumer Zeit hatte ich dann einen Gewinn und habe festgestellt das auf einmal Geld von meinem Spielerkonto fehlte .Ich schaute daraufhin in mein Profil und stellte fest das ich nur noch Echtgeld hatte und kein Bonusgeld ,heisst für mich ich habe den Bonus umgesetzt. Nun konnte ich wieder mein Lieblingsspiel ( Wazdan- Hot Slot Cash Out ) spielen was mit Bonusgeld nicht geht. Ich hatte dann nach einiger Zeit mit einem Euro den Jackpot von 1500 Euro. Ich habe eine Auszahlung des Gewinnes beantragt ,ging ohne Probleme. Leider bekam ich einen Tag später eine Mail das der Antrag abgelehnt wird ,siehe Anhang. Ich kann nicht nachvollziehen welcher Bonus das war und ich finde meine Gewinne nicht im Spielverlauf. Ich hatte das Casino angeschrieben ,leider ohne Erfolg. Ich finde das nicht richtig das Geld einzubehalten.

1500 Euro Gewinn, 500 Euro wurden ausgezahlt, 1000 Euro werden nicht ausgezahlt

Dear efreu,

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. 

• Do I understand correctly you manually activated the bonus?
• Do I understand correctly you deposited 200€ when you accepted the bonus?
• How much was your balance when you supposedly completed the wagering of the bonus?
• Have you requested the game history from the time period since you made your last deposit? Would you be able to request it from casino support and send it to us for review? My email is tomas@casino.guru

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

Hello, yes I activated the bonus manually because that's how it always is there. I deposited 70 euros and I think the bonus was 150%. I don't know exactly, but I think so.

I had about 400 euros and they were all gone, so I looked into it. I already asked the casino to send it to me before I made my complaint, but unfortunately I haven't received a response.

Thank you and kind regards

Hallo,ja den Bonus habe ich manuell aktiviert denn das ist dort immer so. Ich hatte 70 Euro eingezahlt und der Bonus glaube ich war 150 %. Ich weiss es nicht genau,bin aber der Meinung.

Ich hatte so knappe 400 Euro und die waren aufeinander weg,daher schaute ich nach. Ich habe das Casino schon gebeten mir das zu schicken,vor meiner Beschwerde,leider bekomme ich keine Antwort.

Vielen Dank und mit freundlichen Grüßen

Have you received your game history from the casino? Have you received any response from the casino since your last message?

Even if you didn't please send me the communication between you and the casino to my email at tomas@casino.guru

Hello, no I have not received anything from the casino, no history and no answer.

Hallo,nein ich habe vom Casino nichts erhalten, keinen Verlauf und auch keine Antwort.

Thank you very much, efreu, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 and thank you very much!

What is colleague Peter doing now?

I'm not holding out much hope since the casino hasn't answered anything, but maybe miracles can still happen, smile.

Best regards....

Hallo und vielen Dank ersteinmal!

Was macht der Kollege Peter jetzt?

Viel Hoffnung mach ich mir ja nicht da das Casino nichts beantwortet,aber vielleicht geschehen noch Wunder smile.

Liebe Grüße....

Hello there,

Thank you efreu for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why were the winnings witheld and what can we do to help resolve this issue.

Thank you!

Ahh ok, thanks for the help

Ahh ok,vielen Dank für die Hilfe

Dear Casino Guru,

Following a detailed and comprehensive review, which included a meticulous analysis of the player's bet history and all relevant transactions, we have made the decision to refund the amount of EUR 1000 to the player. This decision was reached after careful consideration of all available information and ensuring adherence to our internal policies and procedures.

We deeply regret any inconvenience or frustration that this situation may have caused the player and sincerely apologize for the oversight. We are committed to maintaining transparency and fairness in all our operations and appreciate your understanding and cooperation in this matter.

Respectfully,

Snatch Casino Representative

Wow, hello, I really wasn't expecting that. I think that's great of the casino and when the money arrives I'll write an email and thank them again. There is still justice, but without your help it certainly wouldn't have turned out like this.

Thank you very much, how can I show my gratitude to you? I will contact you as soon as the money is in the account to close the case. I am really pleased, thank you thank you thank you!!!

Very best regards

Wow hallo,damit habe ich jetzt echt nicht gerechnet.Das finde ich ganz toll von dem Casino und wenn das Geld da ist werde ich eine Mail schreiben und mich dort auch nochmal bedanken. Es gibt doch noch Gerechtigkeit, aber ohne Ihre Hilfe wäre es sicher so nicht ausgegangen.

Vielen vielen Dank,wie kann ich mich bei Ihnen erkenntlich zeigen? Ich melde mich sofort wenn das Geld auf dem Konto ist um den Fall abzuschließen.Ich freue mich total,danke danke danke !!!

Ganz liebe Grüße

Hello, one more question. When will the casino pay out the winnings? Is there a deadline?

Hallo,noch eine Frage.Wann wird das Casino den Gewinn denn auszahlen,gibt es da eine Frist?

Thank you for the update Snatch Casino representative. Can you let us know what the player needs to do to be refunded this amount?

Dear efreu, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you!

Hello, OK, I'll do that. I also check the casino every now and then to see if it's credited there. If the money goes into my account, I'll be informed automatically.

Best regards..

Hallo,ok das werde ich machen.Ich schau auch ab und zu ins Casino ob es dort gutgeschrieben wird.Sollte das Geld auf mein Konto eingehen werde ich automatisch informiert.

Mit freundlichen Grüßen..

Dear efreu,

We are pleased to inform you that you may now proceed with your withdrawal request. 

Respectfully,

Snatch Casino Representative

Hello, the 1000 euros were in my player account. I requested withdrawals of 3 x 300 euros and the remaining 100 euros are over the limit, but that's not a problem because I can request them tomorrow or use them to play, right?

When the money is in my account I will contact you, thank you for the good news

Hallo, die 1000 Euro waren auf meinem Spielerkonto. Ich habe Auszahlungen beantragt 3 x 300 Euro und die restlichen 100 Euro sind über dem Limit was aber nicht schlimm ist denn ich kann sie morgen beantragen oder eben zum spielen nehmen oder?

Wenn das Geld auf meinem Konto ist melde ich mich,vielen Dank für die gute Nachricht

Dear efreu, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello, yes I will do that. It was the weekend and the casino doesn't pay out, but it should be there by Wednesday because everything has already been checked by the casino. Have a nice day.

Hallo,ja das werde ich machen.Es war ja Wochenende und da zahlt das Casino nicht aus,bis Mittwoch sollte es aber da sein denn es ist ja schon alles überprüft seitens des Casinos.Einen schönen Tag..

Hello, I would like to inform you that the money from the casino has just been credited to my account, in full. I would like to thank everyone involved for their support. My case can be closed.

Best regards,

Elke F***

Hallo,ich möchte Ihnen mitteilen das das Geld vom Casino gerade auf meinem Konto eingegangen ist,komplett. Ich möchte mich bei allen Mitwirkenden recht herzlich für die Unterstützung bedanken Mein Fall kann geschlossen werden.

Mit freundlichen Grüßen,

Elke F***

Dear efreu,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter