Snatch Casino - Das Spielerkonto wurde nach dem Gewinn geschlossen.

Hello.

I've been playing on this site for a while and I've never had any problems until now. I was playing and suddenly the site kicked me out of the game. When I tried to log back in to my account, it said it was closed and that I should contact support. They told me it was because I had created multiple accounts, which isn't true.

The problem is that yesterday I won a €600 jackpot and another of €900, and I had several pending withdrawals that they refuse to pay. On top of that, they're telling me those funds are lost.

Think twice before playing here. They're a bunch of thieves.

Hola.

Llevo tiempo jugando en esta página y nunca había tenido problemas hasta ahora mismo. Estaba jugando y de repente la página me saca del juego e intento volver a acceder y mi cuenta y me dice que está cerrada y que contacte con soporte y me dicen allí que es porque he creado múltiples cuentas, cosa que no es cierto.

El problema es que ayer gané un jackpot de 600€ y otro de 900€ y tenía varios retiros pendientes y no quieren pagar. Encima me dicen que esos fondos se han perdido.

Pensarlo bien antes de jugar aquí. Son una panda de ladrones

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Patry,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear Patry and Casino Guru,

Snatch Casino acts strictly within the posted and agreed upon Terms and Conditions. These include restrictions on the amount of accounts available per player. The player in question has had their account closed due to violation of said Terms:

5.11. Only one Casino Account per Player is allowed. Should You attempt or successfully open more than one Casino Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Casino Account, Casino will be entitled to immediately close all Your Casino Account(s), retain all monies in such Accounts and ban You from the future use of the Website.

Snatch uses a combination of tools to determine ownership of the account within reasonable affirmation to avoid false positive matches. Additional details have been provided to Casino Guru team via email.

Respectfully,

Snatch Casino Representative.

Hello,

It's possible that someone in my household played on the site, but with their own account. We have Wi-Fi 🛜.

This casino does not require any type of account verification.

I won the prizes from my balance.

Hola,

Es posible que algún miembro de mi hogar haya jugado en la página pero con su cuenta. Tenemos wifi 🛜.

Este Casino no pide ningún tipo de verificación de cuenta.

Los premios los gané de mi balance

In other words, they say I've created duplicate accounts and they don't ask for any kind of account verification.

Es decir, dicen que he realizado cuentas duplicadas y no piden ningún tipo de verificación de cuenta

Dear Patry,

We have received additional evidence from the casino support team, including emails and supporting documentation, confirming that multiple accounts were indeed accessed from the same device. Based on the evidence provided by the casino, this constitutes a breach of the casino’s Terms and Conditions, and therefore the casino had the right to close the player's account.

In this particular case,the Casino was able to identify nearly 10 duplicate accounts with multiple matching details between them, with at least 3 of those accounts being actively used.

As we consider the casino’s decision to be justified based on the evidence received, we will now have to reject this complaint.

You can read more about our position regarding situations like this, as well as other recommendations for players, in our Fair Gambling Codex.

I’m sorry we were not able to help you with this case.

However, please do not hesitate to contact us in the future if you encounter any issues with this or any other casino. We will always do our best to assist you.

Best Regards,

Petra