Snatch Casino - Casino closed my account and doesn't withdraw my money

Dear Snatch Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

I have asked several times info from the Snatch Casino, but they didnt answer of any emails and the chat just say that send email.

Dear Joomuute and AskGamblers,

Thank you for reaching out to us. We appreciate your feedback and understand your concerns.

We would like to clarify that the entire gaming history has always been accessible to the player on our website in the player's Profile - History.

All Terms and Conditions are available at the following links:
Terms and Conditions: https:­//s­nat­chc­asi­no.c­om­/en­/pa­ge/­ter­ms-­and­-co­ndi­tions
Bonus Terms: https:­//s­nat­chc­asi­no.c­om­/en­/pa­ge/­bon­us-­terms .

Additionally, we have repeatedly informed the player about this information.

Following communication with the player, the administration decided to close this account. We have now processed all withdrawals, and this account with us is closed.

Thank you for your understanding.

Respectfully,
Snatch Casino Representative

Dear @Joomuute,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Thank you for the response.

As you can see, this entire complaint revolves around this issue. I have repeatedly asked Snatch Casino to respond to my email, where I requested my gaming history and the terms and conditions on which they are basing their decision not to pay out my €3000 winnings. When I didn’t receive a response to this message, I asked for assistance through their chat service. In the chat, customer service told me that they couldn’t help me and that I needed to contact them via email, after which they closed my gaming account, leaving me with no way to resolve the matter of the €3000 being taken from my account.

To this day, I still haven’t received a response to my emails. I have asked several times through the chat service, and each time I have been told that EVERY email will be answered.
I still haven’t received a response.

I believe that it is the casino’s responsibility to clarify the matter of the stolen €3000 for me, rather than leaving me waiting for several weeks for a response that is seemingly never intended to come.

It is true that Snatch Casino paid me €1500, which I had to urgently withdraw just to get something out of this site. This withdrawal came only after a significant struggle and numerous attempts to contact them. Initially, they were processing the payment in violation of their own terms and conditions, and after many communications, I managed to secure that amount. Now, despite my repeated requests for the terms and conditions and my gaming history to understand what actually happened and why €3000 was taken from my account, I have not received the requested information or an explanation of the situation.

I am no longer willing to contact their customer service, as the chat only directs me to email them, and emails remain unanswered.

In any case, Snatch Casino has not fulfilled their obligations, and they still owe me €3000. I will continue to fight for this amount, using as many channels and for as long as it takes until I receive the money I rightfully won on their site.

Attached are images of my multiple attempts to contact customer service, which remain unanswered.

Additionally, attached is the self-serving withdrawal schedule they set for my funds, which I managed to withdraw. When I pointed out that this violated their own terms and conditions, it took just 10 minutes for the funds to be credited to my account.

Now, I want to receive the stolen €3000 as well, after which we will be even, and I will leave them alone.

Dear Snatch Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers,

We have sent you an email containing a detailed explanation regarding the topic you requested. Please check your inbox, and do not hesitate to reach out if you have any further questions or need additional clarification.

Respectfully,
Snatch Casino Representative

Contrary to your claim, you have not sent me an email. I’ve attached images of my email inbox as evidence. Frankly, I’m not surprised, as your intent seems to be solely to complicate and delay all interactions and to obstruct players from accessing their winnings. When looking into previous complaints from players about you, it seems I am not the only one experiencing issues with your company.

Let me repeat: I have requested multiple times, through every customer service channel you offer, for my game history, the terms of the bonus, and an explanation as to why you first removed €3000 from my account, then closed my account, and refused to respond to dozens of my inquiries.
You have done this simply because you saw an opportunity to withhold the €3000 I rightfully won. In my opinion, your actions are not only criminal but also show a gross disregard for players and a blatant exploitation of your customers, as you unilaterally apply terms that you also refuse to make available for players to review.

This pattern of behavior seems to have occurred multiple times before, which leads me to believe that you deliberately buy yourself time and use this delay to modify terms to suit each case, terms that you then exploit unilaterally.

I continue to demand that you return the stolen €3000 using the same payment method you used to return the previous €1450.
Once this amount has been refunded to my payment method, I will consider this complaint resolved and have no further demands.

Dear Joomuute and AskGamblers,

The player made a deposit and accepted the bonus that had a term of 5x the bonus granted. The bonus granted was 300 EUR. and this means that the player was eligible to receive 1500 EUR. Upon fulfilling the wagering requirements the amount was automatically applied to the bonus conditions, and the player received this amount.

The conditions for claiming the bonus on our website, are as follows:

1.4. All winnings received while wagering the Bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any amount exceeding this limit will be voided prior to withdrawal.

We have also provided a detailed clarification of the requested information.

Thank you for your cooperation and understanding.

Respectfully,
Snatch Casino Representative

As you can see from the message, Snatch Casino repeatedly claims to have provided the requested information with detailed explanations, but nothing has ever been delivered. When I ask for this information, they simply close my gaming account. The bonus information was also never sent to me when I first requested it, so it seems it was added afterward, and there is no proof of this addition anywhere. When I asked them for it, they only closed my account and didn’t provide the bonus terms or my game history, as I had requested. They have also attempted to violate their own terms of service, which are available on their website. Now it appears they do not intend to return the €3,000 they took from me, so I advise everyone to avoid this site. Many other players have also recommended steering clear of this site, and I’m not surprised why. Expect no customer service or honest dealings from them. Like many other players, I’ve also had money taken from me, so avoid this site.

My demand remains €3,000 or the documents I requested with the updated bonus terms and my game history so I can conduct my own investigation and disprove their claims.
I don’t know how many times I need to request these before I can actually get them. They just keep claiming they’ve sent the messages, and I’ve already proven their claims to be false several times.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Snatch Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.