Snatch Casino - Der Auszahlungsantrag des Spielers wurde abgelehnt.

I am filing this complaint against Snatch Casino, operated by Goodwin N.V. (Curaçao, License OGL/2024/758/0228), regarding the refused withdrawal of my account balance of USD 1,809,776.20 and serious violations of responsible gambling obligations.

THE PROBLEM IN SHORT

1. The casino repeatedly ignored my written self-exclusion requests (November 2024, January 2025), sending bonus offers instead of closing my account.

2. When my balance reached USD 1,809,776.20 in October 2025, the casino restricted withdrawals to USD 1,000/day, did not respond to any of my emails or manager requests for over a week, and allowed me to lose the entire balance without any intervention.

3. My licensed Curaçao attorney (LMS Advocaten / R. Bijkerk) sent a formal demand letter on 16 January 2026. The casino has not responded in over 5 months.

4. On 12 June 2026, my attorney formally asked the Curaçao Gaming Control Board (GCB) to consider withdrawing Goodwin N.V.’s license for failure to honor a valid player claim under the LOK.

FULL TIMELINE

16.10.2024 – Account opened at Snatch Casino.

09.11.2024 – I tried to withdraw but could not because my account was not verified. The KYC upload function did not work. I emailed the casino but received no response. I lost the funds I wanted to withdraw.

10.11.2024 – I emailed requesting self-exclusion for 1 year and account deletion, explicitly stating I could not control my gambling. The casino responded with an offer of 100 free spins.

14.01.2025 – I again requested closure: "Ich habe die Kontrolle über mein Spiel verloren und bitte um die Schließung meines Kontos." The VIP Manager offered a €1,000 bonus instead of closing my account.

14.01.2025 – I declined: "Danke für den Vorschlag. Aber nein, ich möchte das Konto schließen, da ich nicht verantwortlich spielen kann." Account was still not closed.

18–19.01.2025 – I submitted KYC documents twice. No response from the casino.

24.01.2025 – "Mein Konto ist immer noch nicht gesperrt wie mehrfach geschrieben." Casino only deactivated but did not permanently close the account.

12.04.2025 – I requested reopening. Casino reopened without any responsible gambling checks despite my documented addiction history.

14.10.2025 – I requested reopening again. Casino reopened within minutes with no checks.

14–21.10.2025 – After significant winnings, I repeatedly requested to withdraw my full balance and speak with a manager. Withdrawals were limited to USD 1,000/day. The casino did not respond to any message.

19.10.2025 – My balance reached USD 1,809,776.20 (screenshot available). I formally requested urgent management contact and stated I would accept cryptocurrency payment. No response.

21.10.2025 – I set a formal 10-day payment deadline. No response received.

Late October 2025 – With no ability to withdraw and no casino response, I lost all self-control and gambled away the entire balance. The casino made no intervention despite obvious signs of compulsive behavior.

16.01.2026 – My attorney Mr. R.E.F.A. Bijkerk (LMS Advocaten, Willemstad, Curaçao) sent a formal demand letter to Goodwin N.V. for USD 1,809,776.20. Copy sent to the GCB.

January–June 2026 – Multiple reminders sent. Casino has not responded at all.

12.06.2026 – My attorney formally requested the GCB to consider withdrawing Goodwin N.V.’s license under the LOK.

KEY ARGUMENTS

1. SELF-EXCLUSION IGNORED: Multiple documented self-exclusion requests were not enforced. Instead, the casino sent VIP bonuses.

2. EXPLOITATION: The casino had full written knowledge of my gambling addiction and deliberately failed to protect me.

3. WITHDRAWAL BLOCKED: The casino restricted payouts to USD 1,000/day and refused to respond while my balance was USD 1,809,776.20.

4. NO RESPONSE TO LEGAL DEMAND: The casino has ignored a formal demand letter for over 5 months.

5. LEGAL PRECEDENT: Curaçao Court of First Instance ruled on 20.03.2023 (Case CUR202103244) that a casino is fully liable for losses caused by failure to enforce self-exclusion. The same attorney won that case.

EVIDENCE AVAILABLE

– Self-exclusion and closure request emails (Nov 2024, Jan 2025)

– Casino bonus offers sent instead of account closure

– KYC submission emails (Jan 2025)

– Withdrawal request emails (Oct 2025)

– Screenshot: account balance USD 1,809,776.20 (19.10.2025)

– Formal demand letter from LMS Advocaten (16.01.2026)

– GCB license certificate for Goodwin N.V.

– Court judgment CUR202103244 (20.03.2023)

WHAT I AM REQUESTING

Please contact Snatch Casino / Goodwin N.V. on my behalf and request formal response and payment of USD 1,809,776.20 or a fair settlement. If the casino refuses to engage, please document this publicly.

Note: This is NOT a bonus dispute. All deposits were real money. A formal legal process is underway in Curaçao (LMS Advocaten) and a GCB license review has been requested.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatchcasino. I went over the details of the case you provided. According to the file you provided, your lack of control was indicated in your emails to the casino on the 14th of January 2025

• Is there any communication available to you where your loss of control was expressed earlier?
• Please note, we believe the casino should protect players from further play if they disclose their gambling issues to the casino. If we are to pursue the case, we might only ask the casino for the return of net deposits, not winnings, depending on the circumstances following our investigation.
• Please let me know if the casino provided you with any refund whatsoever before you filed a complaint with us.
• My email is tomas@casino.guru

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,

Tomas

Hello Tomas,

Thank you very much for your feedback and the careful review of my documents. I will gladly answer your questions as completely as possible.

Regarding the issue of earlier loss of control:

The first documented indication of my loss of control dates back to November 10, 2024, when I explicitly requested a one-year self-exclusion and the deletion of my account from the casino via email. In this email, I clearly communicated that I could no longer control my gambling behavior. The casino responded not with an account suspension, but with an offer of 100 free spins.

On January 14, 2025, I submitted this request again in writing – once more explicitly citing loss of control as the reason. Again, the casino did not close the account but offered me a bonus of €1,000. When I declined this bonus and insisted once more on account closure, the account was only temporarily deactivated, not permanently closed.

This means that there are at least two documented written applications for self-exclusion submitted before January 2025 – the first from November 10, 2024.

Regarding the question of a possible refund:

The casino has not issued any refund to me up until I filed this complaint. It has not responded to either the formal letter of demand from my lawyer (LMS Advocaten, R. Bijkerk, January 16, 2026) or to several reminder letters.

Additional information regarding your comment about the winnings:

I understand and respect your approach. However, I would like to point out that despite being fully aware of my gambling addiction in writing, the casino reopened my account twice (April 2025 and October 2025) – without any responsible gambling checks whatsoever. They actively allowed me to continue gambling while simultaneously limiting withdrawals to $1,000 per day, even though my account balance was $1,809,776.20 and I repeatedly requested to speak with management. This combination – ignoring my self-exclusion, reopening without verification, limiting withdrawals, and remaining completely silent – ​​constitutes, in my opinion, an active exploitation of my gambling addiction that goes beyond a mere breach of duty.

All the documents mentioned (emails dated November 10, 2024 and January 14, 2025, lawyer's letter, GCB application, screenshot of the account balance) are available and will be sent to your email address: tomas@casino.guru sent.

Thank you very much for your support and I am available for any further questions.

Best regards,

Hallo Tomas,

vielen Dank für Ihre Rückmeldung und die sorgfältige Prüfung meiner Unterlagen. Ich beantworte Ihre Fragen gerne so vollständig wie möglich.

Zur Frage des früheren Kontrollverlustes:

Der erste dokumentierte Hinweis auf meinen Kontrollverlust stammt vom 10. November 2024, als ich das Casino per E-Mail ausdrücklich um einen einjährigen Selbstausschluss und die Löschung meines Kontos bat. In dieser E-Mail habe ich klar kommuniziert, dass ich mein Spielverhalten nicht mehr kontrollieren kann. Das Casino antwortete daraufhin nicht mit einer Kontosperrung, sondern mit einem Angebot von 100 Freispielen.

Am 14. Januar 2025 habe ich diesen Antrag erneut schriftlich gestellt – erneut mit der ausdrücklichen Begründung des Kontrollverlustes. Auch hier reagierte das Casino nicht mit einer Schließung, sondern bot mir einen Bonus von 1.000 € an. Als ich diesen Bonus ablehnte und erneut auf der Kontoschließung bestand, wurde das Konto lediglich vorübergehend deaktiviert, nicht dauerhaft geschlossen.

Das bedeutet: Es liegen mindestens zwei dokumentierte schriftliche Anträge auf Selbstausschluss vor dem Januar 2025 – der erste vom 10. November 2024.

Zur Frage einer möglichen Rückerstattung:

Das Casino hat mir bis zur Einreichung dieser Beschwerde keinerlei Rückerstattung gewährt. Es hat weder auf das formelle Aufforderungsschreiben meines Anwalts (LMS Advocaten, R. Bijkerk, 16. Januar 2026) noch auf mehrere Erinnerungsschreiben reagiert.

Ergänzender Hinweis zu Ihrer Anmerkung bezüglich der Gewinne:

Ich verstehe und respektiere Ihre Vorgehensweise. Ich möchte jedoch darauf hinweisen, dass das Casino trotz vollständiger schriftlicher Kenntnis meiner Spielsucht mein Konto zweimal wiederöffnete (April 2025 und Oktober 2025) – ohne jegliche Kontrollen zum verantwortungsvollen Spielen. Es hat mich aktiv weiterspielen lassen und gleichzeitig Auszahlungen auf 1.000 USD pro Tag beschränkt, während mein Kontostand 1.809.776,20 USD betrug und ich wiederholt um Kontakt mit dem Management bat. Diese Kombination – Selbstausschluss ignoriert, Wiedereröffnung ohne Prüfung, Auszahlungsbeschränkung, vollständiges Schweigen – stellt nach meiner Auffassung eine aktive Ausbeutung meiner Spielsucht dar, die über eine bloße Pflichtverletzung hinausgeht.

Alle genannten Dokumente (E-Mails vom 10.11.2024 und 14.01.2025, Anwaltsschreiben, GCB-Antrag, Screenshot des Kontostandes) stehen zur Verfügung und würden auf Ihre Email Adresse geschickt : tomas@casino.guru geschickt.

Ich danke Ihnen herzlich für Ihre Unterstützung und stehe für weitere Rückfragen jederzeit zur Verfügung.

Mit freundlichen Grüßen,

Dear Help23,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Help23,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Snatch Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Snatch Casino,

Could you please provide a comprehensive explanation of this case?

Based on the information available so far, this appears to be a serious matter involving several potential failures on the casino’s side. In particular, it concerns the handling of the player’s self-exclusion requests, the alleged failure to restrict the account after the player explicitly mentioned gambling-related problems, and the subsequent reopening of the account despite the player’s self-exclusion status.

To properly assess the matter, we would like to hear your position, including your version of the timeline, the reasons why the account was not closed following the player’s requests, and why it was later reopened following a simple request from the player.

Your detailed response is essential to ensure that this case is reviewed fairly, responsibly, and transparently.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Help23 and Casino Guru,

Thank you for contacting us for this potential issue. Our team is currently investigating all available details to provide substantial response. We take concerns over responsible gambling seriously and alleged reopening of an account closed over gambling health concerns should not be possible and is very concerning to us. As such, the team will now check both support team actions and technical restrictions put in place to identify whether any issues occurred at that time. We will provide an update as soon as possible.

We have also made an additional note via email to Casino Guru.

Respectfully,

Snatch Casino Representative.

Dear representative of Snatch Casino,

Thank you for your feedback. I understand that you describe the reopening of an account blocked due to concerns about gambling addiction as something that "should not be possible." This is effectively an implicit admission of a serious system failure – and corresponds exactly to the violations I documented in my complaint.

However, I find your response lacking in any commentary on the crucial points:

1. Two ignored self-exclusion requests (10.11.2024 and 14.01.2025)

In both cases, I communicated my loss of control over my gambling behavior in writing. Instead of closing the account, your team responded with bonus offers. This constitutes an active breach of the responsible gambling obligations.

2. Two reopenings without testing (April 2025 and October 2025)

Despite fully documented knowledge of my gambling addiction problem, the account was reopened twice without any control or verification.

3. Withdrawal limit at an account balance of USD 1,809,776.20

While I repeatedly and urgently requested a payout and contact with management, you limited withdrawals to a mere $1,000 per day and remained completely silent for over a week. I demand a concrete explanation for this course of action.

4. Not a word about the formal letter from the lawyer dated January 16, 2026

The letter from my lawyer, licensed in Curaçao (LMS Advocaten / R. Bijkerk), as well as several reminders, have been completely ignored by you to this day – for over five months. This is not an isolated incident, but a systematic pattern of behavior.

5. Ongoing GCB license review process

Since June 12, 2026, my lawyer has formally requested a review of Goodwin NV's license revocation from the Curaçao Gaming Control Board. The regulatory seriousness of the situation is therefore clear.

I would also like to point out that the precedent set by the Court of First Instance of Curaçao of 20.03.2023 (Case CUR202103244) – won by the same lawyer – proves that casinos are fully liable for losses in the event of self-exclusion violations.

My specific demands:

• Written statement regarding the withdrawal restriction with an account balance of USD 1,809,776.20

• Written response to the lawyer's letter of January 16, 2026

• Explanation of why self-exclusion requests were met with bonus offers

• Specific position on the compensation issue

• A firm timeframe for the completion of your internal audit

A vague announcement of an internal review without a timeframe and without addressing the core damage is insufficient given the scale of the violations. I expect your full response within 7 business days.

Casino Guru has all the evidence (emails, screenshots, legal correspondence, GCB application, court ruling) and it is available at any time.

Best regards,

Help23

Sehr geehrter Vertreter von Snatch Casino,

vielen Dank für Ihre Rückmeldung. Ich nehme zur Kenntnis, dass Sie die Wiedereröffnung eines wegen Spielsuchtbedenken gesperrten Kontos als etwas bezeichnen, das „nicht möglich sein sollte." Dies ist faktisch ein implizites Eingeständnis eines schwerwiegenden Systemversagens – und deckt sich exakt mit den Verstößen, die ich in meiner Beschwerde dokumentiert habe.

Dennoch vermisse ich in Ihrer Antwort die Stellungnahme zu den entscheidenden Punkten:

1. Zwei ignorierte Selbstsperrungsanträge (10.11.2024 und 14.01.2025)

In beiden Fällen habe ich schriftlich meinen Kontrollverlust über das Spielverhalten kommuniziert. Anstatt das Konto zu schließen, reagierte Ihr Team mit Bonusangeboten. Dies stellt eine aktive Verletzung der Pflichten zum verantwortungsvollen Spielen dar.

2. Zweifache Wiedereröffnung ohne Prüfung (April 2025 und Oktober 2025)

Trotz vollständiger dokumentierter Kenntnis meiner Spielsuchtproblematik wurde das Konto zweimal ohne jegliche Kontrolle oder Überprüfung wiedereröffnet.

3. Auszahlungsbeschränkung bei einem Kontostand von 1.809.776,20 USD

Während ich wiederholt dringlich um Auszahlung und Kontakt mit dem Management bat, beschränkten Sie Auszahlungen auf lediglich 1.000 USD pro Tag und schwiegen über eine Woche vollständig. Ich fordere eine konkrete Erklärung für dieses Vorgehen.

4. Kein Wort zum formellen Anwaltsschreiben vom 16.01.2026

Das Schreiben meines in Curaçao zugelassenen Anwalts (LMS Advocaten / R. Bijkerk) sowie mehrere Erinnerungen wurden von Ihnen bis heute – seit über 5 Monaten – vollständig ignoriert. Dies ist kein Einzelversäumnis, sondern ein systematisches Verhalten.

5. Laufendes GCB-Lizenzüberprüfungsverfahren

Seit dem 12.06.2026 hat mein Anwalt formell beim Curaçao Gaming Control Board die Überprüfung des Lizenzentzugs von Goodwin NV beantragt. Der regulatorische Ernst der Lage ist damit klar.

Ich weise zudem darauf hin, dass der Präzedenzfall des Erstinstanzgerichts Curaçao vom 20.03.2023 (Fall CUR202103244) – gewonnen durch denselben Anwalt – belegt, dass Casinos bei Selbstsperrungsverstößen vollumfänglich für Verluste haften.

Meine konkreten Forderungen:

• Schriftliche Stellungnahme zur Auszahlungsbeschränkung bei einem Kontostand von 1.809.776,20 USD

• Schriftliche Reaktion auf das Anwaltsschreiben vom 16.01.2026

• Erklärung, warum auf Selbstsperrungsanträge mit Bonusangeboten reagiert wurde

• Konkrete Position zur Entschädigungsfrage

• Einen verbindlichen Zeitrahmen für den Abschluss Ihrer internen Prüfung

Eine vage Ankündigung einer internen Prüfung ohne Zeitrahmen und ohne Eingehen auf den Kernschaden ist angesichts des vorliegenden Ausmaßes der Verstöße nicht ausreichend. Ich erwarte Ihre vollständige Antwort innerhalb von 7 Werktagen.

Alle Belege (E-Mails, Screenshots, Anwaltskorrespondenz, GCB-Antrag, Gerichtsurteil) liegen Casino Guru vor und stehen jederzeit zur Verfügung.

Mit freundlichen Grüßen,

Help23

Dear Snatch Casino,

I am reaching out again after another week to ask how your review of the matter is progressing.

To avoid any further delays, I would kindly ask you to provide your official stance together with the relevant transcripts or CRM screenshots of your correspondence with the player, specifically covering the previously mentioned dates:

• November 10, 2024,
• January 14, 2025,
• April 12, 2025, and
• October 14, 2025.

Additionally, please clarify when exactly the player’s account was first closed/deactivated, as well as the dates of any subsequent reopenings and closures.

Feel free to send all supporting information directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

The internal investigation of the concern has nearly concluded on the side of Snatch Casino. At the moment we have refrained from posting the results as we are awaiting a response to our email inquiry sent on June 29th via email jakub.m@casino.guru. A reply to this inquiry would help us ensure our findings are correct. Please let us know if we should await a response at this time or we can expect no reply and should provide our findings as is.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

I apologize for the delayed response to your email.

I have now responded and provided the requested information.

Thank you, and I look forward to your response.

Dear Help23 and Casino Guru,

We have received additional information, which has helped us establish the available timeline for the player's concern. We wish to preface with full explanation of technical restrictions in place at Snatch associated with permanent gambling addiction closure. Snatch uses a separate status to close the account of a player that declared their addiction via channels, established in our Responsible Gambling policy:

If you feel that you may be becoming dependent on gambling, you should consider permanently excluding yourself from all gambling environments. If you take the decision that you no longer want to play at snatchcasino.com, you can permanently block your access by contacting our Customer Service team by emailing support@snatchcasino.com. If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing support@snatchcasino.com.

If this is done, no other employee at Snatch will be able to unlock this account, besides the person who set this status. For this person, it is possible to reverse it, if set erroneously, but only for a very limited timeframe. After this, it will no longer be possible to technically unlock the account by any employee of Snatch. This is made to prevent any possibility to reopen an account that was previously closed due to gambling addiction.

At the end of 2024, the player has contacted the VIP team with a request to close the account temporarily. At the same time, the player was undergoing KYC verification, so the VIP team remained in contact with both the player and KYC department as undergoing verification and closing the account was contradictory. In the end, the player has completed their verification normally, after which has still requested to close their account in January 2025. As the initial request of closure was temporary, the account was closed as normal.

The player has requested reactivation of the account on February 21, 2025. As they have previously requested a closure for a set period, override of this action demands written player consent and acceptance of associated risks, which the VIP team has requested. The team has not received a reply to this request at that time.

The player has later contacted the support team with aforementioned confirmation on April 12, 2025. As conditions of reopening have been met, the team has lifted the closure and made the account available to the player.

Shortly after, the player has closed their account via live chat. Unfortunately, due to limitations of archive storage, we are unable to recover live chat from this date to reconfirm the player's message. However, only normal account closure is possible via live chat, as noted in our Responsible Gambling policy. We were unable to locate any email communication to email noted in the policy to find information about addiction being the reason and the account was closed without system note mentioned in the beginning. As such, Snatch assumes this was a normal account closure.

The player has, once more, contacted the team via email on October 14, 2025, with written confirmation of their request of account opening and acceptance of risks. The account was opened by the team on the same day.

Afterwards, the player has resumed normal gameplay, during which they have accumulated winnings. They have made several contacts to VIP and KYC team with a request to increase of withdrawal limits. However, due to losing perks of VIP program, this was no longer available and the player was subject to standard withdrawal terms:

7.15. At Snatch, the general daily withdrawal limit for all players is $1,000 (One thousand) US Dollars (USD). For some players, higher withdrawal limits may apply. Any change to the withdrawal limit, including the possibility of removing the limit, is subject to individual agreement with the player's personal manager on the platform.

Withdrawals were processing as normal for the player, with 14 withdrawals successfully processed in October since opening. The player has made no indications of addiction during their requests to increase withdrawal limits on several occasions. The player has also sent a legal demand of payment which contradicts limits and processes of Snatch Casino, outlined in our Terms, to which they have agreed at signup. This demand was made on October 28, 2025. This letter has demanded payment of full amount in circumvention of standard withdrawal request process to direct address. Any responses to such legal demands can only be made in legal terms, which is why we are unable to comment further on it. No notes of gambling addiction were made in this letter.

Cont'd.

Cont'd

On December 14, 2025, the player has contacted the team with information about their gambling addiction. This request was processed by the team on December 15. At the time of processing, the player had funds remaining on their account and a pending withdrawal, which prevents closure of an account. To protect the player in such cases, the team imposes a null deposit limit, preventing any further deposits for the player. This allows the player to withdraw their obtained winnings, after which the account is automatically closed via gambling addiction procedure without an ability to reopen, as described in the beginning. This is done automatically as soon as the balance reaches zero with no withdrawals in the queue. This action was triggered at 2025-12-15 23:57:22 UTC. The account remained closed since then.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

Thank you for your detailed review and explanation of the timeline, as well as for providing the requested correspondence.

To continue the investigation, I would kindly ask you to provide the player’s complete transaction history, showing all successful deposits and withdrawals from January 2025 to the present date.

Thank you for your cooperation.

Dear Casino Guru Team, dear Snatch representatives,

Thank you very much for your explanation. I would like to address the following points specifically:

Crucially, the casino was clearly aware that I had a gambling problem (at the very latest through the very clear and explicit email of January 14, 2025). Despite this clear knowledge, no action was taken, and I subsequently lost large sums of money continuously. A provider who is aware of a gambling problem should have intervened at this point instead of allowing me to continue playing.

I therefore request:

• Disclosure of Snatch's full "Responsible Gambling" policy.

• Explanation of the criteria and mechanisms Snatch uses to identify "vulnerable" players.

• Disclosure of the full transaction history, showing all successful deposits and withdrawals from January 2025 to the present date.

• Disclosure of game history

Best regards

Sehr geehrtes Casino Guru Team, sehr geehrte Snatch-Vertretung,

vielen Dank für die Ausführungen. Ich möchte auf folgende Punkte konkret eingehen:

Entscheidend ist, dass dem Casino klar bekannt war, dass ich ein Suchtproblem hatte ( aller spätestens durch die sehr klare und deutliche Email vom 14 Januar 2025 ) Trotz dieser eindeutigen Kenntnis wurde nicht eingegriffen, während ich in der Folge kontinuierlich hohe Summen verlor. Ein Anbieter, der von einem Suchtproblem weiß, hätte an diesem Punkt intervenieren müssen, statt das Weiterspielen zuzulassen.

Ich bitte daher um:

• Offenlegung der vollständigen „Responsible Gambling"-Policy von Snatch.

• Erläuterung, mit welchen Kriterien und Mechanismen Snatch „anfällige" Spieler erkennt.

• Offenlegung der vollständigen Transaktionshistorie, die alle erfolgreichen Einzahlungen und Auszahlungen von Januar 2025 bis zum heutigen Datum ausweist.

• Offenlegung der Spielhistorie

Mit freundlichen Grüßen

Dear Help23 and Casino Guru,

For security purposes, required documentation has been sent via email to Casino Guru.

Respectfully,

Snatch Casino Representative.

Dear Help23,

I would like to clarify how we are able to assess the financial part of your complaint under our self-exclusion framework.

We acknowledge the seriousness of the casino’s failure to properly process your gambling-related account-closure requests and its subsequent decision to reopen your account. However, in self-exclusion complaints, we can pursue compensation only for the player’s net gambling losses caused by the failed self-exclusion. This is generally calculated by subtracting successful withdrawals from deposits made during the eligible period.

The balance of approximately $1.8 million represented winnings accumulated through gameplay rather than funds you had deposited. Although I understand that losing such a substantial balance must have been extremely distressing, our framework does not allow us to request a refund of winnings that were subsequently played and lost.

Based on the currently available transaction records, your supported net loss amounts to €17,571. This is therefore the amount we can ask the casino to refund as compensation for the self-exclusion failure.

Thank you for your understanding.

Dear Snatch Casino,

Thank you for providing the requested records.

Based on your own correspondence, the player explicitly stated that he could not control his gambling and requested account closure in January 2025. Your team confirmed that the account would be closed within 24 hours, but several days later acknowledged that it was still accessible. It was subsequently reopened without a documented responsible-gambling assessment; accepting the risks of gambling was not sufficient in these circumstances.

Based on the transaction records provided, the player deposited €37,150 after the applicable protection period and received €19,579 in successful withdrawals, resulting in a supported net loss of €17,571.

We therefore ask the casino to refund €17,571. If you believe this calculation is incorrect, please identify the specific transaction discrepancy and provide the corrected calculation.

Thank you for your cooperation.

Dear Help23 and Casino Guru,

Based on the latest communication by Kubo, Snatch must now perform additional investigation into the facts and timeframes of the alleged incident to provide our view on the calculated amounts and validity of the refund request. The team will communicate their findings as soon as possible.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

Could you please provide us with an update on the outcome of your investigation?

Thank you.

Dear Help23 and Casino Guru,

Snatch Casino still respectfully disagrees on the principle of the closure agreement reached with the player in January 2025, as it was confirmed by the player to be of temporary nature, which was later overridden by player's written consent. However, we share deep respect for Casino Guru and we are prepared to reach a settlement agreement with the player for the amount of 17571 EUR, as calculated by the Casino Guru team. Due to the volume of the transaction and the player's permanent account closure, we will have to request banking details from the player to perform a singular transfer. As such, we have now sent an email request to the player in order to collect necessary information for the transfer. Once we receive a reply, we will proceed accordingly.

Respectfully,

Snatch Casino Representative.

EDIT: We were unable to reach the player via standard email address as the error returns that the email has been rejected. We have now sent an email from the email address of the Financial Department. If the player has blocked email communication with Snatch, we kindly ask them to allow emails from support@snatchcasino.com for the purposes of communication regarding this concern.

Dear Snatch Casino,

Thank you for agreeing to settle the complaint for the full supported amount of €17,571 and for taking the necessary steps to arrange the payment.

Dear Help23,

The casino has attempted to contact you to obtain the banking details required for the transfer. Please check your inbox and spam folder, allow emails from support@snatchcasino.com, and respond privately with the requested information.

Please let me know once you have responded or if you have not received either of the casino’s emails.

Thank you.