Hello

I've been an active player with Snatch Casino since October 2023, and recently they've been sending me VIP offers. A VIP manager got in touch a couple of weeks ago and said if I deposited €1000 I could have a €1250 bonus, which I agreed to and deposited.

I played with my cash only and hadn't activated the bonus. I won a total of €8650 on roulette and blackjack, bringing my total balanec to €9650. The maximum you can withdraw from them is three lots of €500, so I requested these.

My first three were processed, and I requested three more. Shortly after on 18th December I received an email saying

'We are writing to inform you that, following a thorough review, your account with us has been closed. This decision has been made by our administration in accordance with our terms and conditions.

As part of this process, any remaining balance in your account has been deducted. This action was taken in line with our policies and the specific circumstances related to your account.'

They have essentially decided to steal the cash winnings in my account, and they have not responded to my attempts to reach out since. I don't think they have any fair grounds to confiscate my cash winnings, which were obtained without the actual use of any bonus.

Your help in retrieving my winnings would be most appreciated, as I note they have a high trust value with yourselves - one of my key reasons for joining them in the first place.

Kind regards

Johnny

Hello johnnersmys,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus did you claim?
• When was the last time you spoke to the casino and what was it about?
• Did they give you any explanation regarding their decision?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear johnnersmys,

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.

Hi there, sorry for the delay I had a very busy period during the New Year.

Yes my account was verified by Snatch casino on the 30th April 2024  

The bonus I claimed was €1000 for €1250 but as you use cash first, I ended up luckily winning a single number on roulette so decided to just withdraw my winnings.

Can't say exactly when I was last in contact directly to them but I have been on live chat on occasion to claim bonuses.

No reason for the closure, just this email.

Hello johnnersmys,

Once you claim a bonus, it does not matter which balance is used first, the bonus rules apply until you finish the wagering requirements.

Can you please advise what sum of bets were you making?

Is there any new communication between you and the casino regarding your blocked account?

If yes, please forward it to [email protected] for further review.

Looking forward to hearing from you.

Regards,

Nick

Sorry, I should of stated that when you buy into a bonus at Snatch Casino, you have to manually activate it in your bonus section so you are free to use your cash first so there's wagering attached initially.

There is no bet limit on the cash so I was using €100 bets on Roulette.

They haven't communicated with me personally but have sent a few generic emails since

Hello johnnersmys,

Would it be possible in addition to forward your deposit, bonus and full betting history to [email protected] for further review?

Awaiting your response.

Regards,

Nick

Hey Nick, unfortunately as stated before, I have been completely locked from the account so I cannot login to get any sort of betting history or deposits but I will send you a screenshot of the VIP manager who emailed me offering the bonus, the deposit email from Skrill and also the message I get when I try to login.

Thank you johnnersmys for all the information provided.

To gather further evidence regarding the case, I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you johnnersmys 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 was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear johnnersmys and Peter,

Thank you for providing such detailed information. We fully acknowledge the inconvenience this situation has caused and sincerely apologize for any distress it may have caused. Please be assured that we are currently conducting a comprehensive review of the matter. 

We kindly ask for your patience and understanding as we carry out this investigation, and we will keep you informed of any developments as soon as possible. Your satisfaction is our priority, and we are committed to resolving this issue in a timely manner.

Respectfully,

Snatch Casino Representative

Dear Peter,

Thank you for your patience. We have conducted a thorough review of the situation. We will send the details to the email [email protected] in the nearest future today.

Respectfully,

Snatch Casino Representative

Thank you for providing me with the information Snatch Casino representative. I have responded to your email and await your reply. Thank you in advance!

Dear johnnersmys, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

No problem Peter, thanks

Dear johnnersmys, we should see progress in the resolution soon, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

We have replied you via email. Kindly appreciate your patience and understanding.

Respectfully,

Snatch Casino Representative

Thank you for providing me with the information Snatch Casino representative. I have responded to your email and await your reply. Thank you in advance!

Dear johnnersmys, the casino representative has informed me that, after careful consideration, the casino has decided to conduct a new KYC verification in hopes of resolving your issue. Please keep us updated about any new developments. Thank you in advance!

Thanks Peter. I will keep an eye out for any emails from Snatch Casino

Dear johnnersmys,

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.

Hi Peter. The casino have not reached out to me yet.

Hello johnnersmys,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello

That's fine, I'm just waiting for any contact from the casino, which is still not forthcoming.

Dear johnnersmys, I have contacted the casino representative to update us on the situation, meanwhile please let me know if you received any news. Thank you in advance!

Hello

That's fine, they haven't contacted me. Furthermore, it's hard to see why they need to: in order to get verified I was guided through a process where I had to capture a 'live' selfie at home, upload my ID and then also provide my proof of address.

I think they're stalling because their reasoning for confiscating my balance was not fair and they know it.

Dear johnnersmys, so do I understand correctly that you have already been able to pass through the repeated verification procedure attempt?

Hello Peter.

Yes that's correct, my account was verified and I had over a dozen succesful withdrawals before the sudden account closure.

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 Peter,

I hope this message finds you well.

I’ve sent you an email and just wanted to kindly ask you to check your inbox at your convenience.

Thank you in advance!

Respectfully,

Snatch Casino Representative

Dear johnnersmys, according to the casino representative, you were supposed to be sent a request for the necessary documents for the KYC. Please let us know if that is the case. Thank you!

Hi Peter.

Yes I was emailed asking to provide my ID which I emailed them my passport yesterday but no further update as if just now

Dear johnnersmys, Thank you very much for the update. Please keep me informed about any further developments.

Dear johnnersmys,

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.

Hi Peter.

Still no update from Snatch Casino since sending my ID to them on the 14th May.

Dear johnnersmys and Peter,

We would like to kindly inform you that earlier today, you received a message from our KYC department requesting some additional documents.

We kindly ask you to check your inbox and provide the requested information at your earliest convenience. Once received, we will make sure your request is processed as quickly as possible.

Thank you for your cooperation. Should you have any questions, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Hi Snatch Casino.

I have sent over what you have requested.

Jonathan

Dear johnnersmys and Peter,

We hope you're doing well!

When you have a moment, please check your inbox for a message from our KYC team and kindly provide the requested information. As soon as we receive the documents, we’ll proceed with your request promptly.

Thank you in advance for your time and cooperation! If you have any questions or need further assistance, we’re just a message away.

Respectfully,

Snatch Casino Representative

Hello Snatch Casino, I've forwarded the next request to your KYC team.

Jonathan

Dear johnnersmys and Peter,

We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.

At your earliest convenience, we kindly ask you to review the message and provide the requested information. Once received, we will ensure that your request is processed as promptly as possible.

Thank you in advance for your cooperation. If you have any questions or need any assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Sent the next request over.

Jonathan

Thank you very much for the prompt response johnnersmys.

Dear Snatch Casino representative, please keep us informed about any further developments. Thank you in advance!

Dear johnnersmys and Peter,

We’d like to inform you that earlier today, our KYC team sent you a message requesting an additional document for verification purposes.

When you have a moment, please review the message and provide the requested information. Once we receive the documents, we’ll proceed with your request as quickly as possible.

Thank you in advance for your cooperation. Should you have any questions or need assistance, feel free to reach out.

Respectfully,

Snatch Casino Representative

Hi Snatchcasino.

I will tend to your response as soon as I have what you need.

Jonathan