Snatch Casino - プレイヤーの出金リクエストはキャンセルされました。

I had my bonus wagered and it was converted to ×5 the deposit amount. After that, I continued playing since it was then real money!

I won a good amount of money. I then requested a withdrawal of 1000 euros and I am verified.

Another 1000€ was in my player account.

Subsequently, my withdrawal was canceled and all my money, except for 250 euros, is gone. The reason given was that I had played with bonus money.

Simply outrageous!

Ich hatte meinen Bonus ungesetzt und er wurde zu ×5 vom Einzahlungs betrag umgewandelt. Anschließend spielte ich weiter, da es ja dann echt geld war!

Hatte gut Geld gewonnen. Habe dann 1000 euro zur Auszahlung gebeten, bin verifiziert.

Weitere 1000€ waren auf meinem Spieler Konto.

Anschließend wurde meine Auszahlung storniert und mein ganzes geld bis auf die 250 euro sind weg. Mit der Begründung das ich ja mit bonjsgeld gespielt habe.

Einfach eine Frechheit!

Dear PyroPassi,

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 your winnings were capped twice?
• How much did you win after you completed the bonus wagering requirement before the casino capped your winnings for the first time?
• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Good day,

1. So in this sense the bonus was capped twice. I had wagered it and then I had about €250 in real money in my account, then I won about €1200 which I then asked to withdraw. This was rejected, my account was blocked for about 10 minutes and then unlocked again. I cancelled the €200 withdrawal beforehand and still won a good €1000 with it.

Then I was able to log in again and the money was reduced to 250€!

Because it supposedly says in the bonus terms and conditions that I can only withdraw 250 euros of real money from the bonus, which makes absolutely no sense to me.

I am enclosing the email I received.

2. I had about 1200 euros in bonus money, which was then capped at 250€ after the bonus was implemented.

3. I can't tell you exactly right now, 100% deposit bonus + 100 free spins.

Implementation was ×35 with a deposit of 50€ I believe.

Guten Tag,

1. Also so gesehen wurde der Bonus doppelt gedeckelt. Ich hatte ihn Umgesetzt und dann hatte ich ca. 250€ echtgeld auf dem Konto, anschließend gewann ich circa 1200 euro die ich dann zur Auszahlung gebeten habe. Diese wurden abgeleht, für ca. 10min wurde mein Konto gesperrt und anschließend wieder freigeschaltet. Die 200 euro Auszahlung habe ich davor storniert und noch damit gute 1000€ gewonnen.

Dann konnte ich mich wieder einloggen und das geld wurde auf 250€ reduziert!

Weil es angeblich in den Bonus Bedingungen steht das ich nur 250 euro vom echtgeld ausbezahlen kann vom bonus aus, was Für mich absolut keinen sinn ergibt.

Anbei schicke ich dir noch die Email die ich erhalten habe.

2. Ca 1200 euro bonusgeld hatte ich wad dann auf 250€ gedeckelt wurde nach der Umsetzung vom Bonus.

3. Das kann ich dir jetzt nicht genau sagen, 100% Einzahlungsbonus + 100 freispiele.

Umsetzung war ×35 bei einer Einzahlung von 50€ glaube ich.

Thank you very much, PyroPassi, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello PyroPassi,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Snatch Casino to join the conversation.

Dear Snatch Casino,

Can you please provide more information on why the player's winnings were capped? Once the player has met the wagering requirements for the bonus and has received the winnings as "real money" in their balance, subsequent gameplay and winnings should no longer be subject to bonus terms and conditions.

I'm looking forward to your clarification.

Dear PyroPassi and Michal,

We would like to kindly inform you that, according to the terms and conditions of bonus 1.4 (Other Bonuses), the funds obtained from the bonus can be withdrawn up to a certain limit:

1.4 All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

In this case, the player received a bonus of 50 EUR, meaning he was eligible to withdraw up to 50 EUR x 5 = 250 EUR. As a result, the rest amount has been deducted from the gaming account.

Respectfully,

Snatch Casino Representative

Good evening, this rule makes no sense to me at all!

The bonus was already capped and then I made further winnings with the 250€ in real money!

Then they should prohibit further gambling instead of creating such misleading conditions!

Extremely annoyed

Guten abend, diese Regel macht für mich überhaupt garkeinen sinn!

Er der bonus wurde bereits gedeckelt und anschließend habe ich mit den 250€ echtgeld weitere gewinne erzielt!

Dann sollten sie es verbieten damit weiter zu spielen anstatt solche irreführenden Bedingungen zu erstellen!

Höchst genervt

Dear Snatch Casino,

While I acknowledge the presence of rule 1.4 and if the player's winnings were capped only once after fulfilling the bonus wagering, this would be alright, but in this case, it seems the player's winnings were capped twice. The player mentioned : "I had my bonus wagered and it was converted to ×5 the deposit amount. After that, I continued playing since it was then real money!"

So if there were "real money" in their balance, subsequent gameplay and winnings should no longer be subject to bonus terms and conditions.

Please forward me the player's full game log for review to investigate the timing of the bonus wagering and the application of the caps at michal.k@casino.guru