Snatch Casino - Выигрыши игрока ошибочно отнесены к бонусным деньгам.

Hi i made a deposit and i get 37.5 bonus money with cash money i play football bet and won 205 euro with bonus money i played slots i done the wagering and won 107 euro total 312 and when i make the withdraw they cut 127.5 euro telling me that i have win only with bonus money lyers!I have fotos to prove it!

Dear alexisrosos,

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.

• Could you kindly inform me about the specific bonus you've activated and used? Please forward the associated link or the promotional email for reference.
• In your casino account, do you see separate "balances" for real money and bonus funds?
• Are the bets clearly displayed in your game history, indicating whether they were placed with real money or bonus funds?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes bonus money amd real are separate i send you the pics of bet and casino email

Hi alexisrosos,

I apologize, but it appears that the sports betting wager was placed after you activated your bonus. Is that accurate? In such cases, even if bonus funds and real funds are kept separate within the casino account, once the bonus is activated, both balances become subject to wagering requirements. Until the wagering is fulfilled, the rules associated with the bonus apply.

If the sports bets were placed before activating the bonus, the situation would be different. However, it seems the casino restricted your winnings within the framework of the bonus rules.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

As you see the one bet is 6 january i had no bonus then only cash money after i deposit with bonus the other bets with bonus was 7january look good the pictures petronella with 25 euros won 100 cashhhhhh money 6 january ok?That is the only truth

Hi alexisrosos,

I'm sorry if I missed something.

• Could you please clarify when you placed the deposit that activated the promotional offer?
• How much was your active balance when you made this deposit?
• Is there a way of forwarding a more complex game history to petronela.k@casino.guru?

Thank you

Hi alexisrosos,

• I apologize, but could you please send me your game history from that specific period?
• I'm still uncertain about the activation date of the bonus and the amount of your active balance at the time of bonus activation.

Thank you.

Look the dates 6 and 7 january bonus balance zero am i a lyer now?

Thank you very much, alexisrosos, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello alexisrosos,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Snatch Casino to join the conversation and participate in the resolution of this complaint.

Dear Snatch Casino,

Can you please provide a detailed explanation of the situation and why the player's winnings have been confiscated in this way?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru and alexisrosos,

We regret to inform you that an error occurred in the processing of your winnings. Upon further investigation, it has been confirmed that the winnings were indeed obtained through sports betting activities. Consequently, in order to rectify this oversight and uphold the integrity of our platform, we have taken the decision to refund the deducted amount back to your account balance. This course of action ensures transparency and fairness in our operations, reflecting our unwavering commitment to providing a reliable and satisfactory gaming experience to all our users. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding as we strive to maintain the highest standards of service.

Respectfully,

Snatch Casino Representative

Thank you for your response, Snatch Casino.

Dear alexisrosos,

Can you please confirm the amount has been returned and that you consider the situation to be resolved?

Kind regards,

Adam

Yes thank you Adam tha t you believe me i am grateful!It was very unfair thats why i get crazy it happened me first time.I will play again on snatch casino i accept their sorry i hope to a new start

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, alexisrosos, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam