Snatch Casino - La cuenta del jugador ha sido cerrada.

Hello, I made a deposit of 20 euros, and my account was closed. I contacted support via chat, and they told me the reason was multiple accounts. This is not serious since I explained that the account I have is unique and was fully verified with the requested documents. Therefore, I request a refund of my money, totaling 20 euros.

...I am attaching my transaction number from Skrill for the 20 euros deposited to the casino.

Hola hice un ingreso de 20 euros me cerraron mi cuenta me contacte por soporte chat me dijeron que el motivo era múltiple cuenta cosa poco seria ya que expliqué que mi cuenta que tengo es única estaba verificada con documentos solicitados al 100 por ciento, entonces solicito el reembolso de mi dinero son un total de 20 euros

…adjunto mi número de transacción por skrill de los 20 euros de depósito al casino

Dear Marival,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• Have you played any games before your account has been blocked?
• Was the refund of your remaining funds promised by the casino?
• Could you please share your communication with the casino regarding the issue? My email is tomas@casino.guru

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,

Tomas

Hi, thanks for answering

1) I am a new user, I registered on October 21st exactly, I only played a few games Perfect Blackjack OneTouch and Sweet Bonanza. My account was blocked yesterday, October 22nd.

2) yes I played perfect black jack one touch

3) The casino does not want to give me the refund. I sent a message but they do not answer.

4) I attach the message that they sent me automatically without giving me a solution

Hola gracias por responder

1) soy usuaria nueva me registre el día 21 de octubre exactamente, juegue solo algunos juegos perfect blackjack onetouch y Sweet bonanza . Mi cuenta me la bloquearon ayer día 22 de octubre

2)si jugue al perfect black jack one touch

3) el casino no me quiere dar el reembolso envié mensaje pero no contestan

4 ) adjunto el mensaje que me enviaron automáticamente sin darme una solución

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly you attempted to withdraw your winnings and managed to complete account verification in the casino?

I am the only person who uses my internet, nobody else, I live alone, I had withdrawn, I had to wait for the withdrawal and they blocked me, if the casino is not going to give me the money, I am tired of waiting, please I ask guru casino kindly to contact snatch casino to inform them of the refund of my 20 euro deposit via skrill, once they return my money I will close the case, the whole situation seems very long to me and I do not like it.

soy la única persona nadie más usa mi internet, vivo sola, yo había retirado, tenía que esperar el retiro y me bloquearon, si no me van dar el dinero el casino me canse de esperar, por favor le pido gurú casino amablemente que contacte con snatch casino para informarles del reembolso de mi depósito de 20 euros por skrill, una vez ellos devuelvan mi dinero cerrare el caso, se me hace muy extenso toda la situación y no es de mi agrado

I have everything verified, what's more, I requested a refund of my money and they don't answer. I need you to intervene please, guru. I am attaching proof of my deposit via Skrill and the refund request and my verification.

Tengo todo verificado es más les solicité el reembolso de mi dinero y no contestan necesito intervenga por favor gurú le adjunto pruebas de mi depósito por skrill y de la solicitud de reembolso y de mi verificación

Dear Marival,

How much was the balance on your casino account before your account was blocked by the casino?

My balance was 50 euros (I won it with their 50 free spins from the code on their guru casino page), then I made the deposit of 20 euros, when I made the withdrawal of the money they asked me for verification, I sent the documents and there they blocked me please guru casino I have been with this case for about 15 days I contacted the casino please so they can give me an answer and give me my refund of the 20 euros, I'm not interested if they don't pay me those 50 euros I only want my deposit of 20 euros that I made through skrill, it's my money they are stealing my deposit that's illegal

Mi saldo era de 50 euros (lo gane con sus 50 giros gratis del código de su pagina gurú casino), luego hice el depósito de 20 euros, cuando hice el retiro del dinero me pidieron verificación envié los documentos y allí me bloquearon por favor gurú casino llevo como 15 días con este caso contacté al casino por favor así me dan una respuesta y me dan mi reembolso de los 20 euros, no me interesa sino me pagan esos 50 euros quiero solo mi depósito de 20 euros que hice por skrill ,es mi dinero me están robando mi depósito eso es ilegal

Casino guru please contact casino snatch casino, they are making up the situation to block the account, now it turns out that it says that my account is blocked due to gambling addiction, I clarify that I never unsubscribed due to gambling addiction, I never requested that and before they blocked me supposedly for multiple accounts, when I tried to enter now the message tells me gambling addiction is an excuse not to pay me what I win….. attached image…not even they know why they blocked me

Gurú casino por favor contacte al casino snatch casino, están inventando la situación para bloquear la cuenta, ahora resulta que dice que mi cuenta está boqueada por adicción al juego, aclaro nunca me di de baja por adicción al juego, nunca solicité eso y antes me bloquearon supuestamente por múltiple cuenta, cuando intente ingresar ahora el mensaje me dice adicción al juego es una excusa para no pagarme lo que gane….. adjunto imagen …ni ellos saben porque me bloquearon

Thank you very much, Marival, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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, I hope for a solution. I have had this problem for almost a month and I need a solution as soon as possible. I am attentive. I would greatly appreciate your help.

Muchas gracias espero una solución, llevo casi un mes con este problema necesito una solución lo antes posible, estoy atenta, le agradecería mucho su ayuda

Dear Marival,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Snatch Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Snatch Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Marival and Kubo,

Thank you for reaching out to us.

We have reviewed the account activity and have found that there are multiple accounts registered. As stated in our Terms and Conditions, specifically Clause 3.4:

You're not allowed to create multiple accounts: only 1 account per person. If a user has violated this condition, has the right to block and/or delete duplicate accounts, confiscate or redirect all funds to the main account. Any bonuses of duplicate accounts will be confiscated.

The creation of multiple accounts is a violation of our policy, and as such, we are obligated to take action in accordance with our rules.

If you have any further questions or require assistance in resolving this matter, please don't hesitate to contact us.

Thank you for your understanding and cooperation.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Could you kindly provide the supporting evidence to substantiate your claims regarding the creation of multiple accounts? Please share all relevant documentation and send it to my email address at jakub.m@casino.guru.

Thank you for your cooperation.