Dear Gurus,

I requested this casino to self-exclude me on January 2nd, 2025. Back then, I had not yet registered, and therefore requested this casino as well as several others to block me from doing so.

Their T&C states the following about self-exclusions:

8. Responsible Gaming

8.1. Upon requesting a self-exclusion, the Casino will immediately close that account and prevent the Player from playing on that particular account. We will make reasonable efforts to try to prevent the opening of new accounts but it's the Player's sole responsibility to make sure no other accounts are created. The Casino cannot be held accountable for potential losses on other accounts.

8.2. Players have the opportunity to put a loss limit on their account, among other limits.

Therefore, it can be assumed that they should have blocked me from registering when I asked to do so. However, I was able to register with exactly the same information provided in my self-exclusion request. The casino did not ask for a KYC, they in fact stated they do not require one by default. However, all my personal details were as they are in the email attached.

I was able to deposit around 420 eur to the casino. I am an addict and can't control myself and they did not protect me. Now they play dead and do not answer my emails.

Dear yoyeli,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Snatch Casino. I have checked the Responsible Gambling section and have found the following information:

If you feel that you may be becoming dependent on gambling, you should consider permanently excluding yourself from all gambling environments. If you take the decision that you no longer want to play at snatchcasino.io, you can permanently block your access by contacting our Customer Service team by emailing [email protected]. If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing [email protected].

• Could you please forward me your self-exclusion request to [email protected]?
• Can you please specify when you opened the account? Have you tried to request a self-exclusion right after creating an account at the casino?

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,

Natalia

Hello Natalia,

I will forward the request after replying here.

I opened the account on the 5th of June 2025. I requested to be self-ecluded and blocked from registering on the 5th of January 2025.

I managed to still register and play. And when I was asking to self-exclude after I had lost all my money, they stalled. Eventually, they did self-exclude me but continued sending me emails about cashbacks.

I have now forwarded the email!

Dear yoyeli, I have checked the terms of the casino again, and it doesn't seem that the casino offers self-exclusion for unregistered players. First of all, online casinos do not have to offer such an option, because it is nearly impossible that casinos would handle a separate database of potential gambling addicts who do not have accounts yet. As I understand correctly, you don't have any communication from the casino that they responded to your initial email and confirmed that they would not allow you to register, therefore, we cannot confront them.

As your account has already been closed upon your correct request after registration, I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, contact a casino using the email address used for registration and state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool http://www.kpvfaw.com/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

My email followed basically the exact same formula. And it has worked for hundreds of websites.

The casino DOES NOT mention in their terms and conditions WHETHER OR NOT THEY OFFER SELF-EXCLUSION TO UNREGISTERED PLAYERS.

Is this a classic case of Casino Guru siding with the casino? ?? I would say I am surprised but I am not. I hope these scammers pay you well.