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Good evening. A month ago, I entered a bonus game on the Wood Luck slot at Mastot Casino. I was winning around 80 euros, and the free spins hadn't finished when the casino kicked me out. I logged back in after 3-4 minutes, but the money and the bonus were gone. I have talked to the chat support 50 times, sent everything they requested, but I haven't gotten any resolution. What should I do?

καλησπερα εδω και εναν μηνα ειχα μπει μπονους στο wood luck της μαστοτ καζινο κερδιζα γυρω στα 80 ευρω τα φρεε σπινς δεν ειχαν τελειωσει με πεταξε το καζινο ξανα μπηκα μετα απο 3 4 λεπτα και δεν υπηρχαν ουτε χρηματα ουτε μπονους εχω μιλησει 50 φορες με το τσατ εχω στειλει τα παντα οτι μου ζηταγανε και ακρη δεν εχω βγαλει τι πρεπει να κανω ?>

Dear ntousai17,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced at SnatchCasino with the Wood Luck slot game. It sounds frustrating to have been disconnected and unable to recover your bonus winnings.

To better understand your situation and assist you effectively, could you please provide some additional information?

• Did you receive any specific error messages when the casino kicked you out during the bonus game?
• When you logged back in, did you check your transaction or game history for any record of the missing bonus or winnings?
• Have you received any response or explanation from Snatch Casino’s support team regarding the lost bonus or funds?

You can also forward any relevant communication or screenshots directly to petronela.k@casino.guru to help us get a clearer picture of your case.

Thanks for providing these details – they’ll really help us dig into the issue and work towards finding a solution that works for everyone. We appreciate your cooperation.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have sent the IDs leave a picture the game in it has no history like some others but I found it in the history on the profile and it is one of the two IDs and from all the discussion all I hear is that it has been under review for 2 months and the I send almost every day I have absolutely no help from the chat or from the authorities

Έχω στείλει τα ID άσε φωτογραφία το παιχνίδι μέσα δεν έχει ιστορικό όπως κάποια άλλα αλλά το βρήκα στο ιστορικό στο προφίλ και είναι ένα από τα δύο ID και από όλες της συζήτησης το μόνο που ακούω είναι ότι είναι σε υπό εξέταση εδώ και 2 μήνες και τους στέλνω σχεδόν κάθε μέρα δεν έχω καμία απολύτως βοήθεια από το τσατ η από τους αρμόδιους

Hi ntousai17,

Thank you for your message and the screenshots you forwarded.

Do you have a screenshot showing the €80 balance that went missing after you were logged out of the game?

Thank you.

Unfortunately not because I didn't know this would happen and I expected it to be solved by chat

Δυστυχώς όχι γιατί δεν ήξερα ότι θα γίνει κάτι τέτοιο και περίμενα ότι θα λυθεί από το τσατ

Thank you very much, ntousai17. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you ntousai17 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!