Snatch Casino - La cuenta del jugador ha sido cerrada.

Good afternoon I made a withdrawal request for 250 in total and my account was closed for no reason I tried I lost my money

Boa tarde fiz um pedido de levantamento de 250 no total e a minha conta foi encerrada sem motivo tentei fiquei sem o meu dinheiro

Dear frutariadajoana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino provided any reason for blocking your account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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,

Dominika

Good afternoon yes i had already confirmed it with kyc . it was the first time i tried to make a withdrawal at this casino .no they just canceled my account

Boa tarde sim já a tinha feito a confirmação com kyc . foi a primeira vez que tentei fazer um levantamento neste casino .não eles só cancelaram a minha conta

Good afternoon I would like to know more about my request for help thank you very much

Boa tarde gostaria de saber informações sobre o meu pedido de ajuda muito obrigado

Dear frutariadajoana, to clarify, did you lose the money before the casino closed your account, or did they confiscate the funds?

Were your winnings accumulated with or without an active bonus?

Did you play casino games or bet on sports?

Has the casino provided a specific reason for the account closure?

Please share all communication you've had with the casino, including emails or chat transcripts, either by sending them to dominika.l@casino.guru or posting screenshots here.

Good afternoon I had made two withdrawals one of 200 euros the other of 50 euros without bonus. I only play in the casino section thank you very much for your attention

Boa tarde tinha feito dois levantamentos um de 200 euros outro de 50 euros sem bonus. Só jogo na parte do casino muito obrigado pela atenção

Good afternoon I made a withdrawal request for 200 euros and another for 50 euros and they confiscated the funds and canceled my account

Boa tarde fiz um pedido de levantamento de 200 outro de 50 euros confiscaram os fundos e cancelaram a minha conta

Dear frutariadajoana, have you reached out to the casino via email to inquire about the specific reason for the account closure and confiscation of funds, as advised by customer support?

I send you the email I received

Envio o email que recebi

Thank you very much, frutariadajoana, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Thank you very much

Muito obrigado

Good afternoon I would like to know some information thank you very much

Boa tarde gostaria de lá sabem informações muito obrigado

Hello, frutariadajoana,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Snatch Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear frutariadajoana and Branislav,

We hope this message finds you well.

We would like to inform you that your account has been closed following a thorough review by our administration team, due to the detection of duplicate accounts within our system. This action was taken in accordance with our Terms and Conditions, specifically Clause 12 – Anti-Fraud Policy, which states:

12. Anti-Fraud Policy

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions, including but not limited to: participating in collusion with other Players, engaging in fraudulent activities against other online casinos, denying payments, creating multiple accounts, cheating, or filing for bankruptcy in their country of residence, the Company reserves the right to terminate the Player's account and suspend all payouts.

Additionally, this decision aligns with our Bonus Terms, which clearly state:

1.1. All bonus offers are strictly limited to one per individual, including their immediate family members, home address, email address, IP address, telephone number, account number, and one electronic device (computer, mobile phone, tablet, etc.).

1.3. Players are strictly prohibited from abusing the bonus offers. If such abuse is detected, the Casino reserves the right to prohibit the Player from receiving any bonuses and to cancel any winnings obtained using bonus funds, both during and after the wagering process.

We kindly thank you for your understanding in this matter.

Should you have any questions or require further clarification, please do not hesitate to reach out. We are always here to assist you.

Respectfully,

Snatch Casino Representative

Good morning, I only have one account at this casino, I've already made a lot of payments and when I withdraw money it says I have another account.

Bom dia só tenho uma conta neste casino já fiz muito carregamento nunca quando foi levantamento de dinheiro disse que tenho outra conta

Dear Snatch Casino Team,

Thank you for your explanation.

I would like to repeat only a part of my previous post.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."

Unfortunately, I have not received any email from you. If you sent anything, please provide me with the date and time, or a screenshot with the details of the email.

Thank you. Looking forward to hearing from you.

Dear Branislav,

We have sent the information, please check your inbox. Kindly appreciate your cooperation.

If you have any questions, please do not hesitate to contact us.

Respectfully,

Snatch Casino Representative

Good afternoon, I haven't received an email from you

Boa tarde não recebi nenhum email da vossa parte

Dear frutariadajoana,

It was addressed to me (casino.guru), and I received their email with all the supporting data.

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. We are able and willing to help players who breached casinos' rules unknowingly or unintentionally, or did not gain any unfair advantage by doing that, and did not abuse anything. However, it is definitely not the case here. There were at least 3 other accounts you created at Snatch Casino, which indicate it was a knowing and intentional violation of the casino's rules. Last but not least, it is clear you provided us with incorrect/misleading information during the entire complaint resolution process.

The casino acted in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or the ADR.

Thank you very much, Snatch Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru