Snatch Casino - Cierre de cuenta del jugador y solicitud de fondos.

I'm actually banned from all casinos, but then I received an email from Snatch Casino with a €13 credit. Of course, I gambled away the €13 and then deposited €15 and then €25, which I also gambled away. Today I wanted to try again but received a message saying I couldn't log in due to self-exclusion. I think it's outrageous that they let me deposit money beforehand. Of course, it's also my fault, but the casino simply shouldn't have allowed me to deposit. That's why I want my money back from them.

Bin eigentlich in allen casinos gesperrt, habe dann von snatch casino Email über 13 € Guthaben bekommen, natürlich hab ich die 13 Euro verspielt und dann einmal 15 und dann 25 Euro einbezahlt natürlich auch verspielt. Heute wollte ich es wieder versuchen bekam aber Antwort das ich mich wegen selbstausschluss nicht einloggen kann . Ich finde das eine Frechheit mich vorher einzahlen zu lassen. Natürlich ist es auch mein Fehler aber das casinos hätte mich einfach nicht einzahlen lassen dürfen ,darum möchte ich mein Geld von denen zurück

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Dear bell2410,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation and the difficulties you’ve faced regarding your self-exclusion.

To understand the case properly, I would like to clarify a few points first:

• When and where did you originally self-exclude? For example, was it directly from Snatch Casino, from another casino under the same operator, or through a national self-exclusion system?
• Do you remember the approximate date when your self-exclusion started and how long it was meant to last?
• Have you ever had an active account with Snatch Casino before, or was this the first time you played there?
• Do you have any screenshots or emails proving your previous self-exclusion or the promotional email you received?

If you have any relevant documents or communication with the casino, you can forward them to petronela.k@casino.guru for review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

So, I've been banned from Oasis for about two years now, which means I can't log into any casino. I was also on Snatch before I self-excluded. They lured me in with a remaining balance, and I was too stupid to deposit again. On my third attempt, they said I couldn't because I'm banned. I'm glad I'm banned, but they shouldn't even let me deposit in the first place. I don't have any of the emails where I banned myself anymore.

Also ich bin ungefähr seit 2 Jahren über oasis gesperrt, kann mich demzufolge in keinem Casino einloggen. War auch bei snatch vor meiner selbstsperre. Haben mich jetzt mit restguthaben gelockt und ich war zu dumm wieder ein zu zahlen ,bei 3 versuch nochmal ein zu zahlen haben die gemeint ich könne nicht. Ein zahlen da ich ja gesperrt bin. Ich bin ja froh gesperrt zu sein aber da lässt man einen nicht erst einzahlen. Ich hab keine emails mehr wo ich mich sperren ließ

Dear bell2410 and Casino Guru,

The player in question has closed their Snatch account on February 9th, 2023. The closure at the time was not due to declaration of gambling issues. Since then, the account remained closed until today. No deposits on mentioned dates were made to the players account and no records of activity exist as of 2025.

As such, Snatch did not accept deposits mentioned as deposits cannot be made via closed accounts. Relevant records have been provided to Casino Guru via email.

Respectfully,

Snatch Casino Representative.

This should be verifiable using the IBAN and BIC number. Attached is a deposit slip from my bank.

Das müsste man doch an Hand der IBAN und bic nr. nachprüfen können. Als Anhang Einzahlungsbeleg von meiner Bank

Hi bell2410,

Thank you very much for your message, and thank you to the Snatch Casino representative for their reply and for sending supporting evidence to our email.

According to the information received from the casino, your account has been closed since February 9th, 2023 and has not been reopened since then. They also confirmed that no deposits were recorded on the dates you mentioned, and that it is not technically possible to deposit into a closed account.

Before we continue, I would like to clarify one more detail with you:

• Can you please confirm that your account was never reopened at any point after February 2023?

This will help us verify that the deposits shown on your bank slip were not connected to this Snatch Casino account.

Thank you in advance for your reply.

Yes, I haven't deposited anything since then. Only after Snatch Casino informed me via email that I had a remaining balance of over €13 did I deposit the aforementioned €40. Now they're accusing me of lying. Too bad I already deleted that email. But yesterday I received another email from Snatch with bonuses. I don't want to waste any more time arguing with them. Just believe this shady casino. I DEPOSIT €40

Ja habe seitdem nicht mehr eingezahlt, erst wie snatch casino mir per Mail von über 13 Euro restguthaben mitgeteilt hat, habe ich h anschließend die genannten 40 Euro eingezahlt. Bezichtigt man mich jetzt der Lüge. Zu dumm das ich diese Email schon gelöscht habe. Habe aber gestern erneut eine Email von snatch bekommen mit Boni. Ich möchte mich jetzt nicht mehr herum ärgern , schenken Sie doch den Glauben diesem unseriösem casino . ICH HABE 40 EURO EINGEZAHLT

Dear bell2410 and Casino Guru,

Please note that, unless unsubscribed, emails might still be sent to some players with closed accounts, informing them of various promotions. Each email contains a link to unsubscribe at the bottom of the email.

Respectfully,

Snatch Casino Representative.

Hi bell2410,

Thank you for your reply.

To clarify one very important point — you mentioned depositing €40 recently, but according to the casino, your account has been closed since February 2023 and was never reopened. In order to determine what happened, could you please confirm one of the following:

• A) Your account was reopened (even temporarily or automatically) at the time of the €40 deposit or
• B) You deposited the €40 without logging in, for example through an old link, a previous deposit shortcut, or directly via your bank, without actively accessing an open account.

This clarification is essential because it should not be technically possible to deposit into a closed account, and we need to understand how the transaction was made.

Regarding the promotional emails you still receive:

Casinos may continue sending automated emails even if the account is closed. To stop this, please:

1. Open one of the emails you received from Snatch Casino,
2. Scroll down to the very bottom of the email,
3. Click the link that says "Unsubscribe", "Unsubscribe from this list", or similar wording.

This should remove your contact from their mailing list and prevent further offers.

Thank you in advance for your reply.

I received an email stating I have over €13 left on my balance, even though I've already explained everything. I didn't even have to log in. It was all done via email. Just let it go. If I tell you I'll send you proof of the deposit, just ignore all my emails. Screenshot of the deposit with IBAN and BIC. They're all scammers.

Ich habe über Mail von über 13 Euro restguthaben Nachricht erhalten, habe ich doch schon alles geschrieben. Ohne mich einloggen zu müssen. ÜBER EMAIL. Lassen Sie es gut sein. Wenn. Ich sage u d Ihnen Belege schicke über Einzahlung, Lassen Sie überhaupt meine ganzen Mails. Screenshot vo. Einzahlung mit IBAN und bic, Alles Betrüger

Hi bell2410,

Thank you for your message. I understand that this situation is frustrating for you; however, I need to clarify a few important points so we can be transparent about where the case currently stands.

First, regarding the screenshots you provided:

A screenshot alone does not prove that funds actually left your bank account and were not returned. To verify this properly, we would need a bank statement showing:

• the outgoing transaction,
• the date and amount,
• and confirmation that the funds were not credited back to your account later.

Without such a statement, we cannot conclusively confirm that a deposit was completed and retained by the casino.

Second, regarding the email about a remaining balance:

At this moment, I have not received any email or verifiable communication showing that Snatch Casino informed you about a remaining balance of €13. If such an email exists, please forward it in full (including headers, if possible).

Third, there is still no clarity on the technical aspect of how the deposit was made:

• We still do not know whether your account was reopened, even briefly, or how it would have been possible to deposit funds into an account that, according to the casino, has remained closed since February 2023.

Without establishing how the deposit was technically possible, we are unable to challenge the casino’s position effectively.

I understand this may not be the outcome you hoped for, but we must rely on verifiable evidence to proceed fairly and objectively.

Believe this shady casino? I sent them everything I have. I even wrote that I no longer have the email with the remaining balance, or rather, that I deleted it. Who would even bother with that? Just leave it at that; you can stop dealing with the problem, I don't have the patience for it. I'm banned anyway, so I don't need their services anymore.

Glauben Sie diesem unseriöse casino, ich habe alles geschickt was ich habe. Habe auch geschrieben das ich die Mail mit restguthaben nicht mehr habe bzw habe gelöscht, wer denkt denn daran sich da rum zu ärgern. Belassen Sie es dabei, sie können das Problem einstellen hab dafür keine Nerven. Bin eh gesperrt also brauche ich ihre Dienste nicht mehr.

Dear bell2410,

Thank you for your message. I understand your frustration and your wish to end this matter.

Before closing the complaint, I would like to clearly summarize the key points that remained unanswered, as they are essential for us to proceed:

• How the €40 deposit was technically made, given that the casino states your account has been closed since February 2023 (whether the account was reopened or the deposit was made without logging in).
• Proof that the €40 deposit was completed and not refunded, as a screenshot alone does not confirm this without a bank statement.

Without clarification or verifiable evidence on these points, we are unable to challenge the casino’s position.

You have also stated that you do not wish to continue with this case, which we fully respect. For these reasons, we will reject and close the complaint. Please note that you may reopen it at any time in the future should you decide to provide the missing information.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru