Snatch Casino - ロールオーバー要件が誤っていたため、プレイヤーの資金が没収されました。

I’m filing this complaint due to a serious issue with Snatch Casino that resulted in nearly €1,000 of my funds being locked and a false rollover requirement being applied.

Recently, Snatch Casino went offline for several days, with no prior notice or communication. During that time, I was unable to access my account or my funds, which remained trapped on the platform while the site was "under maintenance."

Once the site came back online, I logged in and found that I was unable to withdraw my balance. Instead, I was told that I need to wager €6,900 before making a withdrawal — a completely false and absurd requirement.

I have not made any new deposit on this new version of the site. The balance I have was transferred from their previous platform, where I had already played multiple times and had definitely met all rollover requirements.

Now they claim I haven’t wagered anything, and that I must play €6,900 to access funds that are rightfully mine. According to their own terms and conditions, the rollover requirement is 3x any deposit — yet they’re imposing this impossible condition on money I did not even deposit recently.

I believe this is unfair and abusive behavior, and I request that Snatch Casino releases my funds immediately.

Hello antonio_123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What previous website did you transfer your balance from?
• Can you please send a screenshot of your bonus history?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your reply. Here are the answers to your questions regarding my complaint about Snatch Casino:

1. KYC Verification: Yes, my account was fully verified on 23-01-2025. I have an email confirming this verification and I can provide it if necessary.
2. Previous website: The balance was transferred from the previous version of Snatch Casino, which also offered sports betting. That older site went offline for maintenance, and when it returned, the sports section was removed and my balance was moved over without any prior notice or explanation.
3. Bonus history: I can provide a screenshot of the current bonus section, but it only shows information from the new version of the site, not from the previous one where the balance was accumulated. As I mentioned, I did not claim any bonus during this transition.
4. Last communication with the casino: I spoke with their support team yesterday (via chat and email). Throughout the conversation, they kept insisting that my wagering (wager) was at zero, despite all my explanations that the funds were from the previous version of the site and that I had already played extensively there. It’s clear that they erased all historical data, leaving me with no way to prove my previous wagering activity. Even after I pointed out their own terms and conditions, which clearly state a 3x rollover requirement on deposits, they still insisted I must wager €6,900 — an amount completely unjustified given I made no new deposit and only wanted to withdraw part of my existing balance. I have the full chat transcript and can provide it if needed.

Let me know if you need any further evidence or clarification. I appreciate your support and hope this situation can be resolved fairly.

Hello antonio_123,

Please forward a screenshot of your bonus section (even if it's empty) so we will have a relevant evidence once we contact the casino.

Send it to nikolas.b@casino.guru of upload it here.

Looking forward to hearing from you.

Regards,

Nick

Hi Nick,

I’ve just sent the requested screenshot to your email as instructed.

Please let me know if you need anything else.

Best regards,

Hi Nick,

At the moment, my withdrawal request is being processed. I will post an update as soon as the transaction is completed and the funds are received.

Best Regards!

I confirm that the payment has now been processed and the issue has been resolved.

However, I would like to leave a strong note of caution for other players: this situation could have been avoided if the casino had acted transparently from the beginning. The way the case was initially handled — including the silence, vague accusations, and delay — reflects the risks of playing at Altacore N.V. casinos.

This group has a pattern of closing accounts and confiscating player winnings without proper justification, as happened to me at Rollino and Jettbet, where they kept my funds under false accusations and never responded.

If it weren’t for the help I received here and the public exposure of the case, I strongly believe the same would have happened with Snatch Casino.

I also want to highlight that Snatch Casino previously operated under Altacore N.V., using the same design, system, and practices as Rollino and Jettbet. Only recently has the site started showing Goodwin N.V. as the operator — a move that seems aimed at distancing the brand from Altacore after several complaints. However, this change does not erase the fact that the casino followed the same patterns and should be treated with the same level of caution.

I strongly recommend that players be extremely careful when playing on any brands related to this group.

Dear antonio_123,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru