Snatch Casino - プレイヤーのアカウントがブロックされました。

My account has been blocked without any explanation.

Info for you. I played only with real money in live games like baccara and roulette. I never activated bonus money. My account was verified.

Dear Fayzer,

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 please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals in the past or this was your first attempt to cash out?

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

Dear Petronela,

I registered my account like 2-3 days ago. I have started playing. And completed verification successfully. It my first attempt to cashout.

And also I got letter from them. They accuse me of using strategies to get advantage.

However, a have played only with my real balance and only in live casino ( Baccara and live roulette). And I have no strategy, just pure luck and random. I will forward you message I have received, but it is in Russian ( hope it is ok)

Thank you, Fayzer, for your reply and the forwarded email. Did you have a chance to save your game history before your account got blocked, please?

No, I did not expected my account to be blocked. But I think casino can provide you with it.

Thank you very much, Fayzer, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Fayzer,

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 clarify the reasons for the player's account having been blocked?

Kind regards,

Adam

Hello Adam,

Let me add one more detail. I real fan of your platform, so I read a lot of casino reviews and complaints. And I found one interesting complaint. You probably remember it. Because you were the one, who helped to solve it.

https://casino.guru/iwildcasino-player-s-winnings-have-been-cancelled

It is complaint against Iwild casino (as we now they have same management with Snatch Casino) which was successfully resolved.

And I think we have almost similar case. They also accuse me of using some unfair strategies. But unlike case above, a have not used Card counting, i made my bets just on a random basis. And I think half of my bets was on roulette ( which I think is impossible to predict). So as practice shows such cases can last months, which is very sad. That’s why a gave you link for almost the same case. Hope it will help you.

Hello Fayzer,

Thank you for the additional information. For now, we need a response from the casino so that we can be aware of exactly what they are stating has happened.

Once we have clarification from the casino, we will proceed accordingly.

Kind regards,

Adam

Hello Snatch Casino,

The player states that they have not used any strategies to accumulate their winnings.

Can you please provide further evidence of this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hi Adam, we sent you an email from our game aggregator with all the information.

Hello Snatch Casino,

Thank you for the evidence provided, but due to the nature of this case we will need to see the betting history of the player. Could I ask you to provide this also?

Kind regards,

Adam

Hello friends, the game history has been sent.

Dear Snatch Casino,

Please see my response via e-mail.

Kind regards,

Adam

Dear Fayzer,

There has been no further response from the casino, I will contact them once more.

We would like to ask Snatch Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear Fayzer,

The casino has contacted me via e-mail and requested more time while they await further evidence to be sent directly by the game provider. Consequently, the timer will be extended while we await this information.

Kind regards,

Adam

Hello Adam, no problem i will wait, i have no choice. However, all complaints with same problem (where provider claim that player used som strategies) was resolved in favor of player. So they just do not want give my money back. And i understand that Evolution is bad provider which blame innocent people without any proofs.

Dear Guru and Fayzer,

We received a response from the provider that it would take too long to process our request.

Our administration has decided to resolve this compliance in favor of the client. Funds in the amount of 87923 RUB will be credited to the client's account. Please create a withdrawal request for these funds. After the withdrawal of funds is completed, the client's account will be closed by decision of the administration.

Thank you for the additional information, Snatch Casino.

Dear Fayzer,

Please let us know when you have made the withdrawal.

Kind regards,

Adam

I have created two withdrawal requests

Hello

All withdrawals was processed successfully

Hello Fayzer,

Can you please confirm you have received the payments? Is the matter now resolved?

Kind regards,

Adam

All payment received. Problem is resolved

Dear Fayzer,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam