Snatch Casino - 플레이어 상금의 인출이 지연되었습니다.

I chose a bonus when making the deposit and wagered it correctly.

I then continued playing and reached the sum of 6,904€

When I tried to withdraw, the casino canceled everything even though I asked an employee whether the withdrawal was possible in 500€ increments.

suddenly I couldn't log in anymore and then it worked again and looked at my account everything was gone the whole 6,904€

With the bonus, if you deposit €50, you will receive €250 at the end if you successfully complete the bonus. I did this and made an impressive €6,904 with the €250.

Best regards

Bedirhan Y****

Ich habe bei der Einzahlung einen Bonus gewählt diesen auch korrekt gewagerd.

daraufhin habe ich weitergespielt und kam dann auf die Summe 6.904€

beim auszahlen hat das Casino alles storniert obwohl ich einen Mitarbeiter gefragt habe ob die Auszahlung möglich ist in jeweils 500€ Schritten.

plötzlich konnte ich mich nicht mehr einloggen und dann ging es wieder und schaue auf mein Account alles war weg die ganzen 6.904€

bei dem Bonus erhält man wenn man 50€ einzahlt am Ende 250€ wenn man denn Bonus erfolgreich beendet hat. Dies tat ich auch und habe dann mit denn 250€ stolze 6.904€ gemacht.

Mit freundlichen Grüßen

Bedirhan Y****

Dear Bedo68,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I was told that after I had finished the bonus I would receive x5 of the bonus received, which corresponds to: 50x5=250€. I was then told in the chat that I could carry on playing with the 250€. I did this and then won over and over again at blackjack, 1,300€, 700€, 300€ and then 1,000€, 3,600€ at sweet bonanza. It was only when I put my phone away for a moment that my account was blocked, then after 10 minutes it worked again and the money was gone.

No one can tell me that this is the case. Why didn't they withdraw the money earlier when I wanted to withdraw the first €1000 before I had made a big profit? That doesn't make any sense.

I played correctly but then suddenly things are accused and a payout of €1,500 is simply cancelled and then the remaining €5,400 is deleted, that's nonsense.

I asked support if it was okay to continue playing with the 250€ and they said yes, it was fine.

Because after the bonus ends, the amount won expires and then falls to x5, i.e. €250, and you can continue playing with that.

Es wurde gesagt nachdem ich denn Bonus beendet habe erhalte x5 vom erhalten Bonus entspricht: 50x5=250€ mir wurde dann im Chat gesagt ich könnte mit denn 250€ weiterspielen dies tat ich dann auch gewann dann bei blackjack immer und wieder 1.300€ 700€ 300€ und dann bei sweet bonanza 1000 3.600€ erst als ich dann kurz das Handy weggelegt habe wurde mein Account gesperrt dann nach 10 Minuten ging es wieder und das Geld war weg.

Mann kann mir nicht sagen das es so ist wieso haben die das Geld dann nicht vorher angezogen als ich die ersten 1000€ auszahlen wollte bevor ich denn hohen Gewinn erzielt hatte das macht keinen sinn.

Ich habe korrekt gespielt aber dann aufeinmal werden Sachen vorgeworfen und einfach eine Auszahlung in Höhe von 1.500€ annulliert und dann die restlichen 5.400€ gelöscht das ist Schwachsinn.

Ich habe im Support gefragt ob es okey sei mit denn 250€ weiter zu spielen die meinten drauf hin ja es ist in Ordnung.

denn nach Beendung des bonuses verfällt der gewonnene Betrag und fällt dann auf x5 also 250€ und mit denn könnte man weiter spielen.

Dear Bedo68,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, unfortunately I didn't receive anything. I was just accused of breaking the rules even though I'm 100% sure that I didn't do that because I know the rules, max bet 5€, and I didn't exceed them.

and asked support if I could continue playing with the €250 that I received after the bonus ended and he said yes. I am accused of having violated this rule.

Why am I being accused of this when I wanted to withdraw the money? I had previously made my first withdrawal of €500 but nothing was taken away. Only after I won €6,900 was my winnings deducted. That's a disgrace.

Hallo leider habe ich nichts erhalten mir wurde nur vorgeworfen das ich gegen die Regeln verstoßen habe obwohl ich mir zu 100% sicher bin das ich das nicht tat denn ich kenne die Regeln Max bet 5€ und diese habe ich nicht überschritten.

und fragte einen Support ob ich mit denn 250€ weiter spielen kann die ich nachdem beenden des Bonus erhalten habe und er meinte ja . Mir wird vorgeworfen gegen diese Regel verstoßen zu haben.

wieso wird mir das vorgeworfen als ich das Geld auszahlen wollte ich hatte davor meine erste Auszahlung in Höhe von 500€ getätigt aber es wurde nichts entzogen erst nachdem ich 6.900€ gewann wurde mir der Gewinn abgezogen eine Frechheit ist das.

Dear Bedo68,

Would it be possible to forward the exact bonus page (or it's terms) and the full betting, deposit and bonus history to nikolas.b@casino.guru for further review.

Looking forward to your response.

Regards,

Nick

I will be very happy to send it to you

Sehr gerne werde ich es ihnen zu senden

Dear Bedo68,

Thank you for your email. However, it does not contain the information I previously requested. Could you please refer to my previous message and send the necessary details to my email address? This will allow us to proceed with resolving the matter.

Looking forward to your response.

Best regards,

Nick

I can't see any bonus history on the site. What information exactly do I need?

Ich kann keine bonushistorie bei der Seite ansehen welche Information brauche sie denn genau ?

Dear Bedo68,

If it is not accessible, we will try to reach the casino regarding this matter to get more information. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Bedo68 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Peter

thank you very much for your help and hope for a solution

Hallo Peter

vielen Dank für die Hilfe und hoffe auf eine Lösung

Hello Snatchcasino can you answer?

Hallo Snatchcasino könnt ihr antworten ?

Dear Bedo68 and Peter,

We would like to bring to your attention that an extra amount was deducted from the amount received of bonus "Welcome Bonus 4th deposit" based on the applicable Bonus Terms and Conditions, and the maximum allowable withdrawal has been corrected.

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 was granted a 50 EUR bonus, which allows for a maximum withdrawal of 50 EUR x 5 = 250 EUR. As such, the remaining balance above this limit has been deducted from the account.

Thank you for your patience and understanding.

Sincerely,

Snatch Casino Representative

Yes, I know that, but why was a support employee telling me that I could keep playing to win more? I asked exactly if that was OK and he said yes, it was.

First I wanted to withdraw €500, it took 24 hours to withdraw and then nothing happened. When I cancelled the withdrawal so I could carry on playing, I won very big and then when I wanted to withdraw in €500 increments, my account was suddenly blocked and everything was set to €0.

You can't treat a high roller player like you treat other players/customers in general.

I would like to ask for a sincere compensation from you. I want to be paid half of the money or the whole amount.

When I read all the terms and conditions there was immediately nothing with the 1.4, I guarantee that 100%, I have been playing in online casinos for 6-7 years and know what to look out for, so please let's get this cleared up and go our separate ways on good terms.

Ja das weiß ich aber wieso wurde mir von einem Support Mitarbeiter mitgeteilt das ich weiterspielen könne um mehr zu gewinnen. Ich fragte genau ob es in Ordnung wäre und er meinte ja wäre es.

Zuerst wollte ich 500€ auszahlen die Auszahlungs Zeit Betrug 24st dann ist immernoch nichts passiert gewesen, als ich die Auszahlung storniert hatte um weiter zu spielen gewann ich sehr hoch als ich dann jeweils auszahlen wollte immer in 500€ Schritten wird aufeinmal mein Account gesperrt alles auf 0€ gesetzt.

Mann kann keinen high Roller Player so behandeln generell Spieler/Kunden.

ich würde gerne um eine aufrichtige Entschädigung bitten eurer Seits ich will die Hälfte von dem Geld ausgezahlt bekommen oder die ganze Summe.

als ich alle Bedingungen gelesen have stand sofort nichts mit dem 1.4 das garantiere ich zu 100% ich spiele seit 6-7 Jahren online Casino und weiß worauf zu achten ist also bitte lassen sie uns das klären und in guten getrennten Wege gehen.

While I was playing my account was blocked and after 20 minutes I had access again and everything was gone. Only after I won so much were my winnings cancelled? That's nonsense.

Während ich gespielt habe wurde mein Account gesperrt und nach 20 min hatte ich wieder Zugriff und alles war weg erst nach dem ich so hoch gewann werden meine Gewinne annulliert ? Das ist Schwachsinn

Thank you to the both parties for the update.

Dear Snatch Casino representative was the player informed in any way that the bonus terms and conditions are still in effect after the wagering was done? According to our Fair Gambling Codex, we recommend casinos to secure this issue through software means having the winnings be capped after the wagering is finished but if this is not possible we at least require casinos to warn the players that the bonus terms and conditions are still in effect with a pop-up or a notification after the wagering is finished. As the player was informed by the casino support that they can continue playing with the funds not knowing the winnings will be capped I hope we will able to come to a compromise in this situation. Thank you in advance for your reconsideration!

Hello Peter

there was no pop up or any information.

My money after the bonus was not changed immediately. I kept playing and playing and I was not informed of anything.

Only after huge win 1 hour later my account was blocked and my money was gone 6.904€

I demand the whole amount on my player account or half because that is not fair

Hallo Peter

es gab kein pop up Oder irgendeine Information.

meine Geld nachdem Bonus wurde nicht direkt geändert ich habe weiter gespielt und weiter gespielt ich wurde auf nichts hingewiesen.

Erst nachdem Riesen Gewinn 1 Stunde später wurde mein Account gesperrt und mein Geld war weg 6.904€

ich verlange die ganze Summe auf mein Spieler Konto oder die Hälfte weil das nicht fair ist

Dear Bedo68 and Peter,

We would like to inform you that we have completed our investigation into the situation. We appreciate your patience and understanding during this process.

Following a detailed review of the situation with the player, we have reassessed our decision and taken the necessary actions. The player has received compensation for the deducted funds.

Thank you for your cooperation and understanding.

Respectfully,

Snatch Casino Representative

Thank you very much for the message dear snatchcasino team for the answer.

So can I play the money or withdraw it?

vielen dank für die Nachricht liebes snatchcasino Team für die Antwort.

also darf ich das Geld spielen oder auszahlen ?

I give snatchcasino a thumbs up for the very good help and the team at Casinoguru

I think it is very good that they have accommodated me

Ich gebe snatchcasino einen Daumen nach oben für die sehr gute Hilfe und dem Team von Casinoguru

Das man mir entgegen gekommen ist finde ich sehr gut

Thank you for the positive update Snatch Casino representative.

Dear Bedo68, let us know if this resolves your issue or if we should wait until you successfully withdraw your winnings. Thank you in advance!

Thank you for the message, I would like to wait until I get my winnings paid out and then at the end of all payouts we can close the case and rate it as positive

Vielen Dank für die Nachricht ich würde gerne warten bis ich meine Gewinne ausgezahlt bekomme und daraufhin können wir dann am Ende aller Auszahlungen denn Fall schließen und als positiv bewerten

Dear Bedo68, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

We can close the case as closed thanks to both parties for the help and thumbs up for snatchcasino

Wir können denn Fall als abgeschlossen schließen danke an beide Parteien für die Hilfe und Daumen nach oben für snatchcasino

Dear Bedo68,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter

We've reopened this complaint at the request of Bedo68. We received the following message:

Hello Team Snatchcasino and casinoguru

I have a big problem. I continued playing on the day I received the money but the problem is now that the money is gone even though I wanted to withdraw €8,000. I don't know why or if someone hacked my account. I wasn't logged in. Somehow someone got into my account I don't know how it is very critical for me although I wanted to pay out 8,000€ it hit me fatally I don't know what to do I had 1,500€ to pay out and 9,000€ still available and now everything is gone I hope both teams can help me

Dear Snatch Casino representative, would you be able to clarify the situation and let us know what happened to the player's funds? Thank you in advance!

We’ve reopened this complaint at the request of Bedo68. We received the following message:

Hallo Team Snatchcasino und casinoguru

ich habe ein großes Problem ich hatte an dem Tag wo ich das Geld erhalten habe weiter gespielt aber das Problem ist jetzt das das Geld weg ist obwohl ich 8.000€ auszahlen wollte ich weiß nicht wieso weshalb oder ob jemand mein Account gehackt hatte ich war nicht eingeloggt irgendwie ist jemand in mein Account gekommen ich weiß nicht wie das ist sehr kritisch für mich obwohl ich 8.000€ auszahlen wollte es hat mich fatal getroffen ich weiß nicht was ich machen soll ich hatte 1.500€ auf auszahlen und 9.000€ noch zur Verfügung und jetzt ist alles weg ich hoffe beide Teams können mir weiter helfen

Dear Snatch Casino representative, would you be able to clarify the situation and let us know what happened to the player's funds? Thank you in advance!

Hi team snatch and casinoguru

I continued playing on Friday just before I had to work and was at €9,068 and €1,500 was due for withdrawal.

I was very happy because the money would change everything for me and before Christmas I went to work and this morning I see that everything is gone. I don't know who hacked my account and lost everything or did something else but I was devastated because I was very happy. I wanted to withdraw the €1,500 and then the €9,068.

I also changed my password this morning because I was/am in shock.

the money could have changed everything for me.

I would like to get the money paid out directly from snatchcasino without it being on my balance because I am afraid that someone would have access to it.

I couldn't log in so I changed it this morning.

I was at work on Friday from 10:15/10:30 p.m. until 3:15/3:30 a.m. and wasn't on my phone so I didn't have time to play it.

Hi team snatch and casinoguru

ich hatte am Freitag kurz bevor ich arbeiten musste weiter gespielt und war auf 9.068€ und 1.500€ waren zur Auszahlung gedacht.

Ich war sehr glücklich da das Geld alles verändern würde für mich und noch vor Weihnachten dann war ich arbeiten und sehe heute morgen alles weg ich weiß nicht wer meinen Account gehackt hat und alles verspielt oder sonst was gemacht hat aber ich war am Boden zerstört da ich sehr glücklich war ich wollte die 1.500€ auszahlen und dann die 9.068€.

ich habe heute morgen auch mein Passwort geändert weil ich in Schock war/bin.

das Geld hätte alles für mich verändert können.

Ich würde gerne das Geld direkt von snatchcasino ausgezahlt bekommen ohne das es auf meine Balance ist da ich Angst habe das jemand Zugriff darauf haben würde.

ich konnte mich nicht einloggen deshalb habe ich heute morgen es geändert.

ich war am Freitag ab 22:15/22:30 Uhr arbeiten bis 3:15/3:30 Uhr und war nicht am Handy also keine Zeit gehabt es zu spielen.

If I were to receive a cashback, I wouldn't want to play it out of respect because I just want to withdraw my money. My account was hacked and I had to change my password today.

I would like the snatchcasino team to simply pay out the money directly so that I don't have to worry about someone accessing my account and doing something with it. I'm devastated, after all it was almost €10,500 in total...

Falls ich auch einen cashback erhalten sollte möchte ich diesen aus Respekt nicht spielen da ich einfach nur mein Geld zur Auszahlung möchte mein Account war gehackt ich musste mein password heute ändern.

ich würde gerne das dass snatchcasino team das Geld einfach direkt auszahlt das ich keine Angst haben muss das jemand direkt in mein Account gelangt und damit etwas tut. Ich bin am Boden zerstört immerhin waren es knapp 10.500€ insgesamt…

Here you can also see that my 3 withdrawals were canceled by someone, which gave me a shock

hier sieht man auch das meine 3 Auszahlungen von irgendjemanden abgebrochen wurden worauf ich ein Schock bekam

I reported the case as closed because I thought the money would come to me automatically and then access was denied. I had to change the password and suddenly I see everything at 0€...

If I receive a cashback, I don't want to play out of respect, but only ask for my money as a direct payout so that no one can do anything with my account because no one actually had access to it...

ich habe denn Fall als abgeschlossen gemeldet da ich dachte das Geld wird automatisch zu mir kommen und dann war der Zugriff verweigert musste das Passwort ändern und Zack sehe ich alles auf 0€…

falls ich einen cashback erhalte möchte ich denn als Respekt nicht spielen sondern nur um mein Geld als direkte Auszahlung bitten das niemanden von meinem Account was machen kann denn keiner hatte eigentlich Zugriff darauf …

Now my account has also been closed!

Jetzt wurde auch mein Konto noch geschlossen !

Dear Peter,

I hope this message finds you well.

We would like to inform you that a full compensation has been issued to the player for the case in question. After receiving the funds, the player attempted to withdraw €1500, in line with our withdrawal limits. Unfortunately, the player did not wait for the withdrawal to process and decided to cancel it, subsequently losing all the funds. We can provide a detailed history of this process upon request.

Regarding the closure of the account, based on our communication with the player, the administration has made the decision to close the account in accordance with clause 14.5 of our terms and conditions. You can check them here:

https://snatchcasino.com/en/page/terms-and-conditions.

Thank you for your understanding, and please feel free to reach out if you require further information or clarification on this matter.

Respectfully,

Snatch Casino Representative

But at some point I was no longer online and stopped playing because I was working.

I then changed my password because I was not active and wanted to withdraw the money including a €1,500 payout.

I'm not crazy and wouldn't gamble away €10,500 in one evening.

I was working, everyone can testify to that, my boss on

Aber ich war ab einem Zeitpunkt nicht mehr online und habe aufgehört zu spielen weil ich arbeiten war.

darauf hin änderte ich mein Passwort weil ich nicht aktiv war und wollte das Geld abheben samt 1.500€ Auszahlung.

Ich bin doch nicht verrückt und verspiele 10.500€ an einem Abend.

Ich war arbeiten das kann jeder bezeugen mein Chef auf

I don't know if someone got into my account somehow, so I changed my password as soon as I was online

Ich weiß nicht ob jemand irgendwie in mein Account rein kam, deshalb änderte ich auch direkt mein Passwort sobald ich online war

My account can remain blocked but please transfer the amount to my bank account bit by bit because I was/am always an honest player. You can leave my account blocked but please automatically send me the 6,905€ without doing anything.

Mein Account kann gesperrt bleiben aber bitte überweisen sie mir Stück für Stück selber denn Betrag auf mein Bankkonto weil ich immer ein ehrlicher Spieler war/bin sie können mein Account gesperrt lassen aber bitte senden sie automatisch mir die 6.905€ zu ohne etwas

Thank you for the update Snatch Casino representative. Would it be possible to provide me with player's betting history and if possible any login information like IP or location? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

I hope this message finds you well.

I have sent the requested information to your email. Should you need any additional details or have further questions, please don't hesitate to reach out to us.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino representative, unfortunately I have not received any information to my email. Would it be possible to resend the information to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the information Snatch Casino representative.

Dear Bedo68, the casino has provided me with the requested evidence which shows no actions out of the ordinary. The funds were used to play and were played down to zero in normal gameplay in the evening, which doesn't fit with your narrative that this happened while you were at work, as mentioned previously in the complaint. If you have any other evidence that would help in the investigation we can reconsider however currently it seems like you played your money down to zero as mentioned by the casino. Let me know how you would like to proceed!

Hello Peter I hope you are well,

I don't know how I'm supposed to show the evidence. I was still at work at the time and I don't have a chance to look at my phone while I'm at work, only during my break, but that break lasts an hour and I'll never manage to lose everything.

All of my employees and my boss know that I was there. I would never gamble away €10,500 on my own because that amount would change everything and change my life situation...

Hallo Peter ich hoffe dir geht es gut,

ich weiß nicht wie ich die Beweise zeigen soll ich war zu dem Zeitpunkt dann noch arbeiten und während der Arbeit habe ich keine Chance aufs Handy zu schauen nur in der Pause aber diese Pause dauert 1 Stunde und da schaffe ich es niemals alles zu verspielen.

Alle meiner Mitarbeiter mein Chef wissen das ich da war. Ich würde niemals aus eigener Hand 10.500€ verspielen denn diese Summe würde alles verändern und die lebenssituation ändern…

I would prefer that my account remains blocked and snatchcasino transfers the money on its own, then they can see whether I even try to play anything if they don't believe me

Mir wäre es lieber das mein Account gesperrt bleibt und snatchcasino das Geld von alleine überweist dann kann man sehen ob ich überhaupt was versuche zu spielen wenn man mir nicht glaubt

If I had gambled away everything myself and was so stupid, I would have gambled away the €168,000 in my other case with slootz, but a mistake was made there too and now I'm sitting with my lawyer because of the other casino.

so I would never gamble away the refunded money because the 10,500€ is a lot for me

Würde ich alles selber verspielt haben und so blöd wäre hätte ich bei meinem anderen Fall mit slootz die 168.000€ auch verspielt aber da wurde auch ein Fehler begangen und jetzt sitzte ich mit meinem Anwalt wegen dem anderen Casino.

also ich würde niemals das zurück erstattene Geld verspielen weil die 10.500€ sehr viel für mich sind

I ask snatchcasino and a personal transfer of funds and not to unblock my account

Ich bitte snatchcasino und eine eigene Überweisung der Gelder und nicht um die entsperrung meines Kontos

Peter, I am sending you an email with a photo showing my name and I was working that day. I asked a colleague if he could send me the plan. Please check your email.

Peter ich sende dir auch jetzt eine E-Mail mit einem Foto wo mein Name zu sehen ist das ich an dem Tag arbeiten war habe einen Arbeitskollegen gefragt ob er mir denn Plan senden kann bitte schau in deiner email nach

Dear Bedo68, after reviewing the times you provided the timeframe when these funds were played is outside of your work hours. I am sorry but I can't be of more help in this situation. Due to that reason, this complaint will now be rejected. Thank you for your understanding, 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 this or any other casino in the future

Kind regards,

Peter.