Snatch Casino - La solicitud de retiro del jugador ha sido cancelada.

I had my bonus wagered and it was converted to ×5 the deposit amount. After that, I continued playing since it was then real money!

I won a good amount of money. I then requested a withdrawal of 1000 euros and I am verified.

Another 1000€ was in my player account.

Subsequently, my withdrawal was canceled and all my money, except for 250 euros, is gone. The reason given was that I had played with bonus money.

Simply outrageous!

Ich hatte meinen Bonus ungesetzt und er wurde zu ×5 vom Einzahlungs betrag umgewandelt. Anschließend spielte ich weiter, da es ja dann echt geld war!

Hatte gut Geld gewonnen. Habe dann 1000 euro zur Auszahlung gebeten, bin verifiziert.

Weitere 1000€ waren auf meinem Spieler Konto.

Anschließend wurde meine Auszahlung storniert und mein ganzes geld bis auf die 250 euro sind weg. Mit der Begründung das ich ja mit bonjsgeld gespielt habe.

Einfach eine Frechheit!

Dear PyroPassi,

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. 

• Do I understand correctly that your winnings were capped twice?
• How much did you win after you completed the bonus wagering requirement before the casino capped your winnings for the first time?
• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Good day,

1. So in this sense the bonus was capped twice. I had wagered it and then I had about €250 in real money in my account, then I won about €1200 which I then asked to withdraw. This was rejected, my account was blocked for about 10 minutes and then unlocked again. I cancelled the €200 withdrawal beforehand and still won a good €1000 with it.

Then I was able to log in again and the money was reduced to 250€!

Because it supposedly says in the bonus terms and conditions that I can only withdraw 250 euros of real money from the bonus, which makes absolutely no sense to me.

I am enclosing the email I received.

2. I had about 1200 euros in bonus money, which was then capped at 250€ after the bonus was implemented.

3. I can't tell you exactly right now, 100% deposit bonus + 100 free spins.

Implementation was ×35 with a deposit of 50€ I believe.

Guten Tag,

1. Also so gesehen wurde der Bonus doppelt gedeckelt. Ich hatte ihn Umgesetzt und dann hatte ich ca. 250€ echtgeld auf dem Konto, anschließend gewann ich circa 1200 euro die ich dann zur Auszahlung gebeten habe. Diese wurden abgeleht, für ca. 10min wurde mein Konto gesperrt und anschließend wieder freigeschaltet. Die 200 euro Auszahlung habe ich davor storniert und noch damit gute 1000€ gewonnen.

Dann konnte ich mich wieder einloggen und das geld wurde auf 250€ reduziert!

Weil es angeblich in den Bonus Bedingungen steht das ich nur 250 euro vom echtgeld ausbezahlen kann vom bonus aus, was Für mich absolut keinen sinn ergibt.

Anbei schicke ich dir noch die Email die ich erhalten habe.

2. Ca 1200 euro bonusgeld hatte ich wad dann auf 250€ gedeckelt wurde nach der Umsetzung vom Bonus.

3. Das kann ich dir jetzt nicht genau sagen, 100% Einzahlungsbonus + 100 freispiele.

Umsetzung war ×35 bei einer Einzahlung von 50€ glaube ich.

Thank you very much, PyroPassi, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello PyroPassi,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Snatch Casino to join the conversation.

Dear Snatch Casino,

Can you please provide more information on why the player's winnings were capped? Once the player has met the wagering requirements for the bonus and has received the winnings as "real money" in their balance, subsequent gameplay and winnings should no longer be subject to bonus terms and conditions.

I'm looking forward to your clarification.

Dear PyroPassi and Michal,

We would like to kindly inform you that, according to the terms and conditions of bonus 1.4 (Other Bonuses), the funds obtained from the bonus can be withdrawn up to a certain limit:

1.4 All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

In this case, the player received a bonus of 50 EUR, meaning he was eligible to withdraw up to 50 EUR x 5 = 250 EUR. As a result, the rest amount has been deducted from the gaming account.

Respectfully,

Snatch Casino Representative

Good evening, this rule makes no sense to me at all!

The bonus was already capped and then I made further winnings with the 250€ in real money!

Then they should prohibit further gambling instead of creating such misleading conditions!

Extremely annoyed

Guten abend, diese Regel macht für mich überhaupt garkeinen sinn!

Er der bonus wurde bereits gedeckelt und anschließend habe ich mit den 250€ echtgeld weitere gewinne erzielt!

Dann sollten sie es verbieten damit weiter zu spielen anstatt solche irreführenden Bedingungen zu erstellen!

Höchst genervt

Dear Snatch Casino,

While I acknowledge the presence of rule 1.4 and if the player's winnings were capped only once after fulfilling the bonus wagering, this would be alright, but in this case, it seems the player's winnings were capped twice. The player mentioned : "I had my bonus wagered and it was converted to ×5 the deposit amount. After that, I continued playing since it was then real money!"

So if there were "real money" in their balance, subsequent gameplay and winnings should no longer be subject to bonus terms and conditions.

Please forward me the player's full game log for review to investigate the timing of the bonus wagering and the application of the caps at michal.k@casino.guru

Good evening,

I see it the same way as you.

250€ were paid out because I didn't see the point in winning anything with this money, which was then deducted again.

The money that I won as real money is no longer in my account; it was simply removed.

Best regards!

Guten abend,

ich sehe es genauso wie sie.

250€ wurden ausgezahlt da ich es dann nicht eingesehen habe mit diesem geld wieder etwas zu gewinnen was dann wieder abgezogen wird.

Das geld was ich gewonnen hatte als echtgeld ist auch nichtmehr aus meinem Account drauf sonders wurde dann einfach entfernt.

Mit freundlichen Grüßen!

Dear PyroPassi and Michal,

First and foremost, we would like to sincerely apologize for any inconvenience or frustration this situation may have caused. We understand how important it is for you to have this matter resolved promptly, and we deeply regret any uncertainty or delay you may be experiencing.

We kindly request additional time to thoroughly review the situation concerning this matter.

At this moment, our financial department is conducting a thorough review to ensure that all aspects of the situation are fully understood and addressed in accordance with our policies and procedures. Due to the nature of the review, we kindly ask for your patience as we need more time to properly assess the situation and ensure that everything is resolved accurately.

We truly value your understanding during this time and appreciate your continued patience.

We will keep you updated on the progress and provide you with further information as soon as we have completed the necessary checks.

Thank you for your understanding.

Respectfully,

Snatch Casino Representative

Dear PyroPassi,

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, as the text from Snatchcasino6.eu says, you need more time. I'm just waiting for you to submit your services and we'll find a solution!

I submitted everything I have!

Guten tag, wie im Text von Snatchcasino6.eu steht brauchen sie mehr zeit. Ich warte nur darauf das sie ihre Leistungen einreichen und wir eine Lösung finden werden!

Ich habe alles eingereicht was ich habe!

Dear PyroPassi and Michal,

We sincerely appreciate your patience and understanding throughout the investigation process. After a thorough review, we have reached the decision and taken the necessary actions. The player has received compensation for the deducted funds.

Thank you once again for your continued understanding and cooperation. We value your trust and are grateful for your patience during this matter.

Respectfully,

Snatch Casino Representative

Good evening,

Thank you very much, there are now 1885€ in my player account. I hope that I can also pay this out

Guten abend,

Vielen dank, es befinden sich jetzt 1885€ auf meinem Spieler konto. Ich hoffe das ich diese auch auzahlen kann

Good evening Snatchcasino6.eu,

I have another request, perhaps you can fulfill it?

I would like to withdraw with crypto, otherwise I will have problems with my bank.

Could you possibly release crypto withdrawals for me?

With friendly

PyroPassi

Guten abend Snatchcasino6.eu,

Ich hätte da eventuell nochmal eine bitte, vielleicht können sie der nachkommen?

Ich würde gerne mit Krypto auszahlen, da ich ansonsten Probleme mit meiner Hausbank haben werden.

Könnten sie mir eventuell Krypto Auszahlungen freigeben?

Mit freundlichen

PyroPassi

Dear PyroPassi and Michal,

I hope you are doing well.

Thank you for your recent inquiry. Unfortunately, as outlined in our Terms and Conditions, specifically under Clause 9.3, withdrawals can only be processed using the same method that was used to deposit funds into the account. Additionally, in accordance with our AML (Anti-Money Laundering) policy, we are required to adhere to strict protocols regarding payment methods.

As a result, it is not possible to process a withdrawal via cryptocurrency if the initial deposit was made through a bank transfer.

We understand this may be inconvenient, and we sincerely apologize for any confusion or frustration this may cause. Should you have any further questions or need assistance with alternative withdrawal methods, please don’t hesitate to reach out.

Thank you for your understanding and cooperation.

Respectfully,

Snatch Casino Representative

Dear PyroPassi,

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 PyroPassi,

I wanted to inform you that Michal, your assigned resolver, is currently on vacation. To ensure your case is handled with the utmost care and expertise, I have extended the timeline by an additional 7 days. Michal has the most thorough understanding of your situation and direct communication with the casino, making it important for him to continue managing your case upon his return.

Your patience and understanding are greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Dear PyroPassi,

Have you requested a withdrawal via a bank transfer? If so, have you received the funds?

Dear PyroPassi,  

While it appears that the matter has been resolved and you have withdrawn the funds, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation. 

Please feel free to reach out to us, should you encounter any issues with this or any other casino in the future, and we will try our best to help. 

Best regards,

Michal

Casino Guru