Snatch Casino - プレイヤーの賞金は没収されました。

I deposited money during a bonus period, met all the bonus requirements, and earned over 400 euros, but they withdrew, let me repeat, they withdrew 300 euros from my casino account, and didn't give it for me to play or anything, they just kept it.

300 euros !!!!

Depositei dinheiro durante um bônus cumpri todos os requisitos do bônus e ganhei 400 e poucos euros e eles retiraram, repito retiraram 300 euros da minha conta do casino, não me deram para jogar nem nada apenas ficaram com eles.

300 euros !!!!

Dear soraiavitor23,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with the online casino.

• To better understand the situation, could you please advise if you deposited funds into your account before the bonus activation or later?
• Additionally, it would be helpful to know which specific bonus you activated and played, as well as any terms and conditions associated with the bonus offer.
• Regarding the withdrawal of 300 euros from your casino account, could you clarify if you received any communication from the casino explaining the reason for this deduction? Understanding the circumstances surrounding the withdrawal will help us assess the situation more accurately.

If you have any relevant communication or documentation regarding this matter, please feel free to forward it to petronela.k@casino.guru for further review.

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

Dear soraiavitor23,

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.

Player's additional comments:

Good morning, therefore, I deposited during the bonus, and fulfilled all the bonus requirements, as soon as I fulfilled the bonus requirements, the money entered my real casino balance account. I tried to make a withdrawal after having the money, without having any active bonus and they automatically withdrew these 334 euros from me. If you think about it according to casino logic, it's like this: They give us the bonus so we can win money and they can keep it. That's what I don't understand. This is fraud or deceiving people.

Player's additional comments:

Bom dia portanto, eu depositei durante o bônus, e cumpri todos os requisitos do bônus, logo ao cumprir os requisitos do bônus o dinheiro entrou na minha conta de saldo real do casino. Eu tentei fazer um levantamento já depois de ter o dinheiro, sem ter qualquer bônus activo e eles automaticamente me retiraram estes 334 euros. Se for a pensar pela lógica do casino é assim então: Eles nos dão o bônus para nós ganharmos dinheiro e eles ficarem com ele. É isso que não percebo. Isso é fraude ou enganar as pessoas. 

Hi soraiavitor23,

I have checked the general bonus terms and conditions, and this is what I found (here):

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.

I would like to emphasize, that according to our Fair Gambling Codex, we consider the imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash-out from a bonus play.

• Could you please advise if you already received your legitimate winnings of $127?

Thank you.

Dear soraiavitor23,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.