Snatch Casino - Der Rückzug des Spielers wurde abgelehnt.

Hello,

A few days ago, I received an email offering a deposit bonus plus free spins.

The email also informed me that I had received an additional 35 no-deposit free spins.

I played through the no-deposit free spins, and the money in my account was no longer bonus money, but real money.

I earned more than initially, but due to the limitations on the maximum withdrawal from a no-deposit bonus, I decided to withdraw 50 euros.

A couple of days later, I received an email from Snatch Casino:

"Important! The Finance Department rejected a withdrawal payment in the amount of 50 EUR.

The amount of 10.1 EUR was debited from your account in accordance with the terms and conditions of the bonus credited to you.

The amount available for withdrawal is 40 EUR."

Firstly, I had already fulfilled the bonus requirements and was using real money. Secondly, in the promotional email they sent, the withdrawal limit of 40 euros was only specified for the 200 free spins given upon deposit. If there were no specific terms for the 35 no-deposit free spins mentioned in the email, then general rules should apply, and the maximum withdrawal should be 50 euros.

I'm having trouble uploading screenshots, but I can send them wherever needed if necessary.

I contacted the casino's support and pointed out the minor error, but my query has been ignored for 4 days now.

For context, I have a history of deposits and withdrawals with this casino, and my account is verified.

Здравствуйте

несколько дней назад я получил письмо, где предлагалось получить бонус за депозит + фриспины

и информировалось о том, что я получил вдобавок ко всему 35 бездепозитных фриспинов.

Я отыграл бездепозитные фриспины и на моем счету уже были не бонусные деньги, а реальные.

Наиграл я больше, но в итоге из-за ограничений на максимальный вывод бездепозитного бонуса, я поставил на вывод 50 евро.

Через пару дней я получил письмо от snatch casino:

"Important! The Finance Department rejected a withdrawal payment in the amount of 50 EUR.

The amount of 10.1 EUR was debited from your account in accordance with the terms and conditions of the bonus credited to you.

The amount available for withdrawal is 40 EUR."

Но, во-первых, я уже отыграл бонус и уже играл на реальные деньги, а во-вторых у них в промо письме, которое они прислали было указано ограничение вывода в 40 евро только для 200 фриспинов за депозит. Если особых условий для 35 бездепозитных фриспинов не было указано в письме, значит распространяются общие правила и тогда максимальный вывод 50 евро.

Почему-то не получается загрузить скриншоты, но если надо, могу отправить куда скажите.

Я обратился в поддержку казино, указал им на то что они допустили небольшую ошибку, но мой вопрос игнорируется уже 4 дня.

Если что, то депозиты и выводы в этом казино у меня имеются и мой аккаунт верифицирован.

Dear Laaavo,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are facing.

Please forward me the promotional offer you received from the casino at veronika.l@casino.guru. Kindly include all the relevant screenshots and other evidence as well.

Am I correct in understanding that the 50€ you decided to withdraw was from the 35 free spins, not from the match deposit bonus?

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

Veronika

Sent

But just in case, check your spam folder, because I also attached a link to this complaint in the letter.

"Do I understand correctly that the 50 euros you decided to withdraw was from the 35 free spins and not from the deposit bonus?"

Yes, that's right.

To be honest, I wouldn't have filed a complaint if their minimum withdrawal wasn't 50 euros.

But there's nothing you can do about it, the letter clearly stated "Important: the maximum release of 200 free spins is €40." but not for 35 no deposit free spins.

Отправил

Но на всякий случай проверьте папку «Спам», ведь в письме я также прикрепил ссылку на эту жалобу.

"Правильно ли я понимаю, что 50 евро, которые вы решили вывести, были из 35 бесплатных вращений, а не из бонуса на депозит?"

Да, правильно

Если честно, то я бы и не подавал бы жалобу, если б у них минимальный вывод не был бы 50 евро.

Но тут ничего не поделаешь, в письме четко указали "Important: the maximum release of 200 free spins is €40." но никак не для 35 бездепозитных фриспинов.

Thank you for your email. Has this been the first bonus you received from Snatch Casino?

No, most likely not the first.

Нет, скорее всего не первый

Did you see any additional Bonus terms in your casino profile when you had your 35 free spins active? Could you please send me a screenshot from your bonus history with the 35 free spins offer?

Dear Laaavo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.