Snatch Casino - 잘못된 롤오버 요구 사항으로 인해 플레이어의 자금이 몰수됩니다.

I’m filing this complaint due to a serious issue with Snatch Casino that resulted in nearly €1,000 of my funds being locked and a false rollover requirement being applied.

Recently, Snatch Casino went offline for several days, with no prior notice or communication. During that time, I was unable to access my account or my funds, which remained trapped on the platform while the site was "under maintenance."

Once the site came back online, I logged in and found that I was unable to withdraw my balance. Instead, I was told that I need to wager €6,900 before making a withdrawal — a completely false and absurd requirement.

I have not made any new deposit on this new version of the site. The balance I have was transferred from their previous platform, where I had already played multiple times and had definitely met all rollover requirements.

Now they claim I haven’t wagered anything, and that I must play €6,900 to access funds that are rightfully mine. According to their own terms and conditions, the rollover requirement is 3x any deposit — yet they’re imposing this impossible condition on money I did not even deposit recently.

I believe this is unfair and abusive behavior, and I request that Snatch Casino releases my funds immediately.

Hello antonio_123,

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 previous website did you transfer your balance from?
• Can you please send a screenshot of your bonus history?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your reply. Here are the answers to your questions regarding my complaint about Snatch Casino:

1. KYC Verification: Yes, my account was fully verified on 23-01-2025. I have an email confirming this verification and I can provide it if necessary.
2. Previous website: The balance was transferred from the previous version of Snatch Casino, which also offered sports betting. That older site went offline for maintenance, and when it returned, the sports section was removed and my balance was moved over without any prior notice or explanation.
3. Bonus history: I can provide a screenshot of the current bonus section, but it only shows information from the new version of the site, not from the previous one where the balance was accumulated. As I mentioned, I did not claim any bonus during this transition.
4. Last communication with the casino: I spoke with their support team yesterday (via chat and email). Throughout the conversation, they kept insisting that my wagering (wager) was at zero, despite all my explanations that the funds were from the previous version of the site and that I had already played extensively there. It’s clear that they erased all historical data, leaving me with no way to prove my previous wagering activity. Even after I pointed out their own terms and conditions, which clearly state a 3x rollover requirement on deposits, they still insisted I must wager €6,900 — an amount completely unjustified given I made no new deposit and only wanted to withdraw part of my existing balance. I have the full chat transcript and can provide it if needed.

Let me know if you need any further evidence or clarification. I appreciate your support and hope this situation can be resolved fairly.

Hello antonio_123,

Please forward a screenshot of your bonus section (even if it's empty) so we will have a relevant evidence once we contact the casino.

Send it to nikolas.b@casino.guru of upload it here.

Looking forward to hearing from you.

Regards,

Nick