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Good evening. A month ago, I entered a bonus game on the Wood Luck slot at Mastot Casino. I was winning around 80 euros, and the free spins hadn't finished when the casino kicked me out. I logged back in after 3-4 minutes, but the money and the bonus were gone. I have talked to the chat support 50 times, sent everything they requested, but I haven't gotten any resolution. What should I do?

καλησπερα εδω και εναν μηνα ειχα μπει μπονους στο wood luck της μαστοτ καζινο κερδιζα γυρω στα 80 ευρω τα φρεε σπινς δεν ειχαν τελειωσει με πεταξε το καζινο ξανα μπηκα μετα απο 3 4 λεπτα και δεν υπηρχαν ουτε χρηματα ουτε μπονους εχω μιλησει 50 φορες με το τσατ εχω στειλει τα παντα οτι μου ζηταγανε και ακρη δεν εχω βγαλει τι πρεπει να κανω ?>

Dear ntousai17,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced at SnatchCasino with the Wood Luck slot game. It sounds frustrating to have been disconnected and unable to recover your bonus winnings.

To better understand your situation and assist you effectively, could you please provide some additional information?

• Did you receive any specific error messages when the casino kicked you out during the bonus game?
• When you logged back in, did you check your transaction or game history for any record of the missing bonus or winnings?
• Have you received any response or explanation from Snatch Casino’s support team regarding the lost bonus or funds?

You can also forward any relevant communication or screenshots directly to petronela.k@casino.guru to help us get a clearer picture of your case.

Thanks for providing these details – they’ll really help us dig into the issue and work towards finding a solution that works for everyone. We appreciate your cooperation.

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,

Petronela

I have sent the IDs leave a picture the game in it has no history like some others but I found it in the history on the profile and it is one of the two IDs and from all the discussion all I hear is that it has been under review for 2 months and the I send almost every day I have absolutely no help from the chat or from the authorities

Έχω στείλει τα ID άσε φωτογραφία το παιχνίδι μέσα δεν έχει ιστορικό όπως κάποια άλλα αλλά το βρήκα στο ιστορικό στο προφίλ και είναι ένα από τα δύο ID και από όλες της συζήτησης το μόνο που ακούω είναι ότι είναι σε υπό εξέταση εδώ και 2 μήνες και τους στέλνω σχεδόν κάθε μέρα δεν έχω καμία απολύτως βοήθεια από το τσατ η από τους αρμόδιους

Hi ntousai17,

Thank you for your message and the screenshots you forwarded.

Do you have a screenshot showing the €80 balance that went missing after you were logged out of the game?

Thank you.

Unfortunately not because I didn't know this would happen and I expected it to be solved by chat

Δυστυχώς όχι γιατί δεν ήξερα ότι θα γίνει κάτι τέτοιο και περίμενα ότι θα λυθεί από το τσατ

Thank you very much, ntousai17. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you ntousai17 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 player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

I hope we can make ends meet

ελπιζω να βγαλουμε ακρη

Dear Casino Guru and ntousai17

,

We have submitted your round to the game provider for review, and we have been informed that you have not yet completed your free spins wagering session.

To claim your winnings, please ensure that you finish this session.

Best regards,

Snatch Casino Representative

I can't understand what you're saying doesn't make sense I'm sure I haven't completed the conference

Δεν μπορώ να καταλάβω το τι λες δεν βγάζει νόημα αυτό είμαι βεβαίως ότι δεν έχω ολοκληρώσει την συνέδρια

Dear Snatch Casino representative, could you provide me with the player's betting history or some other evidence that the player has not finished the wagering of the free spins? You can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance!

Dear Guru, Dear Client,

We sincerely appreciate your understanding and patience during this process. We have carefully re-evaluated the gaming session and sent it back to the provider for a thorough review once again. As soon as we receive their results, we will promptly update you. Your support means a great deal to us, and we truly value our relationship with you. Thank you once again for your patience!

It's been 3 months and the chat has been saying the same for 3 months it's a shame for a casino that so many people trust that these things happen I don't want your gift as long as the people who go and waste their money see it because I just see a mockery with what is done like a big casino you should have done something for your customers on the same day thank you keep going.. thank you casino guru for your help..

Έχουν περάσει 3 μήνες και το τσατ εδώ και 3 μήνες το ίδιο λέει είναι κρίμα για ένα καζίνο το οποίο το εμπιστεύεται τόσος κόσμος να γίνονται αυτά δεν τα θέλω χάρισμα σας αρκεί να βλέπει ο κόσμος που πάει και χαλάει τα λεφτά του γιατί εγώ απλά βλέπω μια κοροϊδία με αυτό που γίνεται σαν μεγάλο καζίνο έπρεπε την ίδια μέρα να είχατε κάνει κάτι για τους πελάτες σας σας ευχαριστώ καλή συνέχεια.. ευχαριστώ γκουρού καζίνο για την βοήθεια..

Dear Casino Curu, Dear Client,

After a thorough review of the situation, we have decided to credit the funds back to the account. We appreciate your patience and understanding during this process.

Thank you for your continued support.

Respectfully,

Snatch Casino Representative

Thank you very much for the update Snatch Casino representative.

Dear ntousai17, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

You don't solve my problem, dear, by giving me 86 euros with a turnover of 2.5 and when I finish the turnover, they take 40 euros from me, this doesn't happen anywhere

And besides that, I said I would go to a lawyer, I got 2 bonuses at Retro Taps with a bet of 1 euro and the 2 times our favorite snatch casino didn't give me the bonus and this time I have it on video and where I get the bonus and after I refresh and the bonus is not there

Το πρόβλημα μου αγαπητέ δεν λύνετε με το να μου δίνουν 86 ευρώ με τζιραρισμα 2,5 και με το που τελειώνω το τζιραρισμα να μου παίρνουν 40 ευρώ αυτά δεν γίνονται πουθενά

Και πέρα από αυτό εγώ είπα θα πάω σε δικηγόρο έπιασα 2 φορές μπονους στο ρετρό ταπς σε ποντάρισμα 1 ευρώ και της 2 φορές δεν μου το έδωσε το μπονους το αγαπημένο μας σνατς καζινο και αυτήν την φορά το έχω σε βίντεο και που πιάνω το μπονους και μετά που κάνω refresh και δεν υπάρχει το μπονους

Dear ntousai17, according to what you said at the beginning of the complaint you were kicked out of a game session during the wagering so it would make sense that when the funds were returned there would still be a rollover requirement, and you also mentioned they will take 40 but I am yet to see a free spins bonus that would not have a maximum win limit. I don't understand how else I can assist here but if your plan is to file for legal action against the casino we won't be able to assist further. We at Casino Guru act as mediators between casinos and the players and have no legal leverage we could use to assist. I can only recommend escalating your complaint to the casino's regulatory body. Let me know if you think we can be of any help further otherwise, I will close the complaint as resolved as your initial issue of confiscated bonus funds has been resolved. Thank you in advance!

Dear ntousai17,

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.