Hello. I was playing with my deposit bonus and after the wager was completed i had 24€ left "REAL MONEY" on my account. I kept on playing with it and hit 400€ win. I tried to withdraw the money but they sent me an email saying that

"The Finance Department rejected a withdrawal payment in the amount of 400 EUR.

According to the rules of Bonus 1.4. (other bonuses), an amount of 276.02 EUR has been deducted from your gaming account:

1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

In your case you can withdraw 24.8 EUR x5 = 124 EUR"

I already completed the wager and was playing with "REAL MONEY" when i won so now feel totally scammed.

Dear tomikarhula04,

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. 

• Have you received any notification from the casino that the wagering of the bonus is complete and the winnings count as real money?
• When was the last time you deposited in the casino?
• Was the bonus you activated and played associated with a deposit or was it a no-deposit bonus?
• Could you please share your communication with the casino where you discuss the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

The last deposit which i used to win: 2024-06-09 16:21:25 ID 21484419

The bonus was a deposit bonus i deposited 31€ with 80% deposit bonus.

I was following the wager progress the whole time i was wagering and when it was completed the bonus went away from the bonuses tab and the 24 something euros i had left changed to the REAL MONEY tab.

I contacted their support chat after the email they sent me and they said the same thing first and when i said that i didnt win the money with wagering left they said that i need to contact their support email which i did but now they havent answered me for 24h.

Here is a funny update about the situation.

First day they told me i need to send them email with full details about my situation.

The days after they just told me they have moved the problem to different departments etc and i just have to wait for the email.

On fourth day i contacted again that i still havent received any email and the support operator just full on started lying to me that i still had bonus money when i won the 400€.

Couldnt even provide any proof that im wrong in this situation ??

I just find it really unfair that theres not any rule that the casino can just take your "REAL MONEY".

Thank you very much, tomikarhula04, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected])  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.  

Hi tomikarhula04,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Snatch Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We would like to bring to your attention our Bonus Terms, which can be found at the following link: https://snatchcasino.com/en/page/bonus-terms.

In this particular case, according to the rules specified in section 1.4 (Other Bonuses), an amount of 276.02 EUR has been deducted from your gaming account.

To provide a detailed explanation:

1.4. All winnings received while wagering a bonus are subject to a maximum cashout limit of 5 times the bonus amount granted. This means that any winnings exceeding this limit will be voided and cannot be withdrawn.

Here is how this applies to your situation:

You received a bonus of 24.8 EUR.

According to our terms, the maximum amount you can cash out from this bonus is 5 times the bonus amount. Therefore, 24.8 EUR x 5 = 124 EUR.

Since your winnings exceeded this limit, the excess amount has been deducted from your account, resulting in the deduction of 276.02 EUR. Consequently, you are eligible to withdraw a total of 124 EUR.

We understand that bonus terms can sometimes be complex, and we hope this detailed explanation clarifies the situation. 

Respectfully,

Snatch Casino Representative

Ok then tell us players in the rules that after you have completed the wager your "REAL MONEY" wins will also be deducted. (I think thats totally unfair)

And other thing is lying to your customers that youre working on our complaints when youre not. (added picture)

Youre just waiting the 14 days you have to answer to casinoguru and even then you cant fully resolve the situation.....

Hi all,

Thank you for your replies.

Dear Snatch Casino team,

What were the winnings from the bonus when the wagering was finished? Were these funds transferred to the real money balance at that point?

It will probably take snatch casino 14days again to answer to this complaint but i would like to notify that theres been another player with the same issue and he got his moneys back i will link his complaint here (https://casinogurufi.com/fi/snatch-casino-pelaajien-voittoja-on-rajoitettu)

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We require additional time to thoroughly examine the matter and supply you with a response.

Best regards,

Snatch Casino

Dear Snatch Casino team,

The issue here is not that complicated. If the funds became real money after the wagering was finished and there's no clear warning that the player must withdraw them to drop the bonus conditions, the player should get paid in full. I'll set the timer to five more days, and after that, if not paid, the complaint will become unresolved.

Dear Casino Guru,

I am currently coordinating with our specialized department to carry out the required checks and will notify you promptly.

Best regards,

Snatch Casino Representative

Dear Casino Guru and tomikarhula04,

We sincerely appreciate your cooperation and understanding in this matter. After conducting a thorough review and investigation, we have determined that a refund of EUR 276 is warranted and will be processed for the player.

We deeply apologize for any inconvenience or misunderstanding this situation may have caused.

Respectfully,

Snatch Casino Representative

Thank you Snatch Casino team for reconsidering and your help.

Dear tomikarhula04,

Can we consider the issue to be resolved?

Hello.

I haven't got the moneys yet.

I will notify you when they arrive so we can close this up.

Its been 3 days and no signs of refund yet..

6 days and still no refund..

Thank you tomikarhula04 for the information.

Dear Snatch Casino team,

Could you please update us on the situation here?

Yeah im so happy to wait 14 days more for these guys to answer this is so great!!

Okay something atleast happened i just got the moneys to my snatch casino account!

I will write here once the moneys are in my bank account..

Thank you tomikarhula04 for the update. Let me know when you receive your funds.

Hello.

After almost 2 months of waiting i have officially got the refund in my bank account!

I would like to thank you Peter for your help in this case and thanks to the snatch casino team also for owning up to your mistake.

Now we can consider the issue to be resolved!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, tomikarhula04, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter