Snatch Casino - La cuenta del jugador ha sido cerrada y las ganancias confiscadas.

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 nikolas.b@casino.guru 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 nikolas.b@casino.guru 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 (peter.c@casino.guru) 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 peter.c@casino.guru 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

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.

Dear Snatch Casino representative,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Hello Peter and Snatch Casino. Sorry for the delay.

I have now sent over to Snatch Casino the next document that they requested.

Jonathan

Dear johnnersmys and Casino Guru,

Players were sent an invitation for video verification. The time specified in the invitation was inconvenient for them and the meeting did not happen, so we sent a new invitation for video verification. The invitation has already been sent to their email addresses. We are waiting for a response from them to continue and complete the video verification.

Respectfully,

Snatch Casino Representative

Hello.

I unfortunately have been working a lot of hours and currently on night shift work so it will be awkward to set up a video verification with the casino. I will try to sort something.

Thank you for the update johnnersmys, please keep us informed about any new developments.

Thank you for the explanation however, you will need to discuss this directly with the casino. Please keep us informed about any new developments.

I will email them directly, thanks.

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.

Hello

iWild Casino set a date and time of 7th August 2025 at 3.30pm for video call, which I confirmed, and then they didn't show up to the appointment. I was sat on that call for around 30 minutes by myself awaiting them joining the meeting.

This is the one week off that I have and there's no more for a long time, and given their insistence on this video chat after a very long and drawn out verification process for everything from my ID right through to my wage slips, this no-show is highly inappropriate.

Johnny

Thank you for the update johnnersmys.

Dear Snatch Casino representative, could you let us know from your side how the video verification went? Thank you in advance!

I tried to take part in the video call, sat there for 15 minutes, and nobody from their side joined the call. I was there from 3.30 to around 3.50 and I joined a couple of times after this to no avail.

My complaint with iWild Casino was also just closed by a representative of Casino Guru saying that I didn't show up, however I've got video evidence that this isn't the case. I actually took a video of myself on cam to verify that I was there. I can provide this video upon request.

I recommend providing the video evidence to the designated complaint resolver. I believe in that case, it was my colleague Michal (michal.k@casino.guru). In the meantime, we shall await the response from the Snatch Casino representative. Thank you for your patience during this time!

Hello

I've provided the video of me sitting on the chat now to Michal directly, as well as the email chain where I stated the call was too short notice the first time, and the second time where I agreed to the call and showed up.

Unless they're working in a different time zone, I see no reason why they didn't show up to the call. It seems likely that that's the problem.

Dear Peter and Michal,

Please review the letter we sent you and take its contents into account when resolving this issue. Thank you for your patience and cooperation.

Respectfully,

Snatch Casino Representative

Thank you for providing me with the information Snatch Casino representative.

Dear johnnersmys, as my colleague Michal also mentioned, we have spent a considerable amount of time trying to help you resolve this issue. As you have not cooperated and didn't pass the verification call, which was required to continue with the resolution of the complaint, we have no other choice but to reject it. 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.

Kind regards,

Peter