Snatch Casino - Игрок сообщает о подозрительном падении баланса.

Do not play at this casino. Yesterday, I had 50 free spins, and after playing to complete the bonus and meet the bonus requirements, I had an amount of €400. When I finished betting the last cent needed to convert the bonus amount into real money, my balance automatically dropped to €30 from €400—thieves.

Não joguem neste cassino , ontem tive 50 rodadas grátis , depois de jogar para completar o bónus e fazer os requisitos de bónus estava com um valor de 400€ , quando acabei de apostar um último cêntimo que faltava para transformar o valor de bónus em dinheiro real automaticamente fiquei com 30€ onde tinha 400€, ladroes .

Dear lucioachiga,

Thank you very much for submitting your complaint. I’m sorry to hear about your disappointing experience with the casino.

To help us better understand your situation and assist you effectively, could you please clarify the following details:

• Which exact bonus did you receive? Was it a welcome bonus, a no-deposit bonus, or free spins obtained from a promotion or the Bonus Shop?
• Did the casino provide you with any information about the bonus terms when you claimed it?

Based on the casino's bonus terms, which can be reviewed here, the following rules apply:

Winnings from welcome bonuses given without deposit are capped at €50.

For free spins, the maximum withdrawal amount is €100. If your winnings exceed this limit, the balance beyond €100 will be forfeited.

All winnings while wagering a bonus are limited to 5x the granted bonus amount. Any balance exceeding this will also be voided before withdrawal.

If you have any relevant communication with the casino, such as emails, chat transcripts, or screenshots, kindly forward them to petronela.k@casino.guru so we can investigate further.

Your cooperation is crucial for us to proceed with the case and work toward a resolution. Without your input and supporting information, we won’t be able to proceed effectively.

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 lucioachiga,

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.

Good afternoon, they gave me free spins without a deposit, but as you say the maximum withdrawal is 100 if I had 400 I only had to withdraw 300 and I had to withdraw 100€ not just 30€.

Boa tarde , foi rodadas grátis sem depósito que me deram , mas como está a dizer que é os 100 o máximo de levantamento se tinha 400 tinha que retirar só 300 e eu tinha que levantar 100€ não 30€ só

Dear lucioachiga,

Thank you for your response.

• To better understand your situation and verify the exact bonus you redeemed, could you please forward a screenshot of your bonus history from the casino? This will help us determine whether the correct withdrawal limit was applied.
• Also, was this your first free bonus from this casino, or have you received/redeemed other no-deposit bonuses before?

You can send the screenshot and any additional details to petronela.k@casino.guru.

Looking forward to your reply.

Dear lucioachiga,

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 to 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.