Snatch Casino - プレイヤーの撤退が遅れました。

They don't withdraw according to their T&C. A couple of weeks ago I need to big win, I actually love the layout and variety of the Casino but they are withdrawing wayyy too slow. So far I have received 3 payments of 500€ each within 2 weeks. In this pace it will take forever to receive my wins. According to their T&C they will withdraw after 2 working days, which they violated. I have attached evidence. I think if they keep up to their T&C and pay faster I will feel much more secure about them because everything else is fine. (Except they didn't answer my mail bout this exact inquiry)

Dear luggef3,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

The withdrawal limits I found on the website are:

7.3. About winnings payment, there is a standard from €2500 to €5000 or equivalent in other currencies withdrawal limits per week regarding the player's level. For VIP users or unusual and large winnings, other terms may apply, as agreed with the VIP manager.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you attempted to request larger amounts per transaction when requesting withdrawals? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Dear Tomas,

The system automatically only allows me a max amount of 500€ per withdrawal request. Unfortunately I still don't have an answer for the email I sent them last week, so I can't provide you with my communication.

Best regards,

Lukas

Thank you very much, luggef3, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi luggef3,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Snatch Casino to the conversation to participate in the resolution of this complaint.

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 luggef3,

According to our terms and conditions, there is a limit of three simultaneous withdrawal requests. The maximum withdrawal limits are defined as follows:

Per transaction: €500

In 24 hours: €1,500

Per month: €25,000

As I have checked, I can see that the player is receiving the withdrawals without any issues.

Furthermore, I have observed that new withdrawal requests have been submitted and are expected to be processed promptly.

Best regards,

Snatch Casino Representative

Dear SnatchCasino,

my last withdrawals happened on August 27, August 21 and August 16. Each of them were 500€. That is not how it is described in the T&C.

Dear Snatch Casino team,

If the withdrawals took place as described by the player, they are obviously far from being processed promptly. The casino's T&Cs suggest that there should be a possibility of withdrawing up to €1500 per 24h and €25000 per month. Can you speed up the withdrawals to get to these limits?

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 luggef3,

We are still trying to get in touch with the casino using all available methods. I will keep you informed.

Dear luggef3,

Has there been any news in the meantime?

Dear Peter,

unfortunately the Casino sticks with the slow payouts. My last payouts were on September 20, 17 and 12 (500€ each).

Dear Casino Guru and luggef3,

The initial reason for the delay was that the client was undergoing verification by the provider and the anti-fraud department.

This verification has now been successfully completed, and we will ensure that the player receives their funds as soon as possible.

Best regards,

Snatch Casino Representative

Hi all,

Thank you for your replies.

Dear luggef3,

Please keep me informed.

Hi Peter,

I can confirm that the Casino has changed their withdrawal speed and proccessed 1500€ today. The rest of my balance is gone by now (parts were lost playing other parts were successfully payed out). Therefore, I consider the case closed and want to thank you for your efforts speeding up the process!

Dear luggef3,

We’re glad to hear that the withdrawal speed increased, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter