Snatch Casino - El jugador solicita un reembolso de sus depósitos.

Hello, I signed up at the casino several months ago and lost a lot of money. Then in March this year I asked for my account to be deactivated because I had gambled away too much money. In the live chat I was told I can only do this by email. So I wrote an email and asked for my account to be closed. Unfortunately I was never answered and I was able to deposit and gamble away another 400 euros in June and July. The casino did not protect me as a player. I asked again for a close and I didn't get an answer there either. Then I texted the live chat again and they said they seemed to have sent me emails but nothing ever came through. Suddenly my account was blocked. But now I want my deposits back as the casino hasn't banned me and didn't protect me.

Hallo ich habe mich vor mehreren Monaten bei dem Casino angemeldet und viel Geld verloren. Dann habe ich im März dieses Jahr um eine Deaktivierung meines Kontos gebeten da ich zu viel Geld verspielt habe. Im Livechat wurde mir gesagt ich kann dies nur per Mail machen. Also habe ich eine Email geschrieben und um Schließung meines Accounts gebeten. Leider wurde mir nie drauf geantwortet und ich konnte im Juni und juli weitere 400 euro einzahlen und verspielen. Das Casino hat mich als Spieler nicht geschützt. Ich habe erneut um eine schließen gebeten und auch da erhielt ich keine antwort. Dann habe ich dem Livechat nochmal geschrieben und sie sagten das mir anscheinend emails geschickt wurden, es kam aber nie was bei mir an. Plötzlich funktionierte auch das mein Konto gesperrt wurde. Ich möchte aber jetzt meine Einzahlungen wieder haben da das Casino mich nicht gesperrt hat und mich nicht geschützt hat.

Hello, thank you for taking this case. If you need any further information from me, please let me know.

Hallo danke das Sie diesen Fall angenommen haben. Wenn Sie weitere Informationen von mir benötigen, sagen Sie mir gerne bescheid.

Dear DanAlt,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Please let me ask a few questions in order to better understand the situation.

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Thanks for your emails.

However, there is no recipient included in the emails you submitted. Could you please send me these emails again with the recipient included?

I checked the responsible gambling section of the casino and found this: https://snatchcasino1.com/en/page/responsible-gaming

Responsible Gaming

You can always contact our support department at support@snatchcasino.com and request that your SnatchCasino account be terminated for a set period of time. Following that, we will take the necessary steps to completely block you from our site as well as any promotional e-mails you may be receiving from our casino. If you want to set up a personal cooling-off period, please contact our customer support team.

Also, please let me explain the difference between closing an account and self-exclusion:

What a player can do if they're unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the casino account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes only under particular circumstances.

In the case of self-exclusion, a player may ask for a refund if the casino fails to implement it.

Hello Tomas,

I sent you screenshots showing the recipient.

LG

Hallo Tomas,

Ich habe ihnen Screenshots gesendet wo der Empfänger zu sehen ist.

Lg

Thanks for your email, however, in your requests the reason given to the casino about your account being closed is that you 'don't want to lose any more money' and 'don't want to continue playing'.

I would like to emphasize that we consider a self-exclusion request valid only in cases gambling problems/addiction/losing control of your gambling is given as the reason for account closure.

Without informing the casino about the gambling problem you ultimately asked for simple account closure, therefore later the casino allowed you to reopen your account and let you play.

If there is any other self-exclusion request that could help us support you in this case, please forward it as soon as possible, otherwise, we won't be able to proceed with this complaint. Thank you for your understanding.

Hello,

For me it means that you want to draw a line. In my opinion, no one can simply be blocked unless there is a problem. But well then that's the way it is.

LG

Hallo,

Für mich heißt es das man eine Grenze ziehen möchte. Keiner lässt sich meiner Meinung nach einfach so sperren wenn nicht ein Problem vorliegt. Aber naja dann ist es eben so.

Lg

Thanks for your comment.

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 any online casino in the future.