Snatch Casino - Рахунок гравця закрито без повернення коштів.

Good afternoon,

I made a deposit at this casino after receiving a daily email promotion stating that if I deposited at least €20, I would receive an additional x% of the deposited amount and 100 free spins. I made the deposit, but none of the offers were credited to my account. I complained, and they told me I was not eligible because I had received bonuses on other days that were higher than my deposits. I wasn't informed of this, otherwise, I wouldn't have deposited the money. I complained, requested my money back, and asked for my account to be canceled. They immediately canceled my account, but I never saw my money returned, and I demand to receive it back.

Boa tarde

fiz um depósito neste cassino após ter recebido no email um bus diário , em que se fizesse um depósito de pelo menos 20€ receberia mais x _% do valor depositado e 100 rodadas grátis . Fiz depósito e nenhuma das ofertas caiu na minha conte, reclamei e disseram que não tinha direito pk já tinha noutros dias recebido bónus superior aos meus depósitos . Nada me foi informado senão não teria depositado este dinheiro . Reclamei , pedi meu dinheiro de volta e que me cancelassem a conta. Cancelaram imediatamente a minha conta mas o meu dinheiro nem vê-lo e exijo recebe -lo .

Dear Dycarol14,

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 the deposit (€20) remained untouched in your casino account?
• When was your casino account closed?
• Did you discuss the refund options with the casino after your account was closed?

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

Hello

When I deposited I still played thinking that I would get a bonus, but nothing happened and I still had a balance, so as I didn't see that the bonus was falling I went to one of the assistants, who arrogantly told me that I wasn't entitled to the bonus mentioned in the promotion, because I had already been entitled to other bonuses in the past. Annoyed, I said that this was misleading the player, as they had allowed me to opt for the bonus, and I asked them to refund me the amount I still had and close my account. As soon as I said that, they closed my account the next second without ever giving me my remaining balance back and without any prior warning or attempt to reach an agreement, or any other kind of explanation.

Olá

quando depositei ainda joguei por pensar que assim é que iria receber bónus , mas nada aconteceu e ainda fiquei com saldo, nisto como não estava a ver que o bónus caía dirigi- me a um dos assistentes, que arrogantemente me disse que não tinha direito ao bónus mencionado na promoção , por já ter tido direito a outros bónus no passado. Chateada disse que isso era induzir o jogador a erro, pois permitiram-me optar pelo bónus, e pedi que me restituíssem o valor que ainda estava em saldo e me encerrassem a conta. Assim que disse isso encerraram-me a conta no segundo seguinte sem nunca sequer me devolverem o valor que restava e sem qualquer pre aviso ou tentativa de chegar a acordo, ou qualquer outro tipo de explicação .

Thank you for your reply, Dycarol14. Could you please clarify how much money you had in your casino account before it was closed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Dycarol14,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.