Snatch Casino – generel debat (side 17)

I completely understand that you don't feel confident when a situation like this comes up where money is involved and you have to wait for it. 

I think the vast majority of user reviews from players are bad because they have had to wait a while for their winnings just like you. And I don't blame them because I wouldn't want to wait long myself. 

Anyway, we give casinos 14 days and the casino usually sends the money around that range.

However, until they pay, I believe it will be fine, it's just necessary to be more patient sometimes, because our team also has a lot of complaints and we can't deal with everything at once. But I'm sure Petronela will try as much as she can and do everything possible to make sure you have the money as soon as possible.

I firmly believe that she will succeed. 

My fingers are crossed for you as well. 🤞

May it turn out well. ☘️

Thanks for reply!

But one question remains and that is that the casino has an 8.9 rating. As this whole matter has been dealt with, players must get a fair assessment when they visit this casino with you. 

Right now, this operator is boasting your logo on its front page. Might be good for you to know.

They don't get many more days from my side.

We keep in touch.

I have already sent you the reason why the casino has such a safety index as it has. It's based on many factors, and complaints can also affect it quite a bit. As long as the casino solves them, it is good news and that is why the casino has a relatively high rating. Whenever they fail to fix the situation, they get black points and then the safety index goes down. But this only happens over time when we know that the casino is not communicating with us or will not fix the situation. So we will see how it turns out. 

As far as the logo is concerned, I have noticed that several casinos have it on their website. Unfortunately, this logo is freely available on the Internet and we do not have the possibility to forbid someone to put it there. But that doesn't mean that we are hand in hand with the casino. I have seen that even a casino with Safety index 1 had it on its website and therefore we would not put such a casino in the foreground for players. So it's not too much to worry about, although I understand that it can raise questions in the minds of players. 

Anyway, the most important thing will be how the whole case turns out and whether you get the money.

I will wait for news.

Hello

I understand what you mean.

Now they have released one of the three withdrawals of 500 euros. But the fact remains how long it will take for me to get the remaining 19,500 euros. Unfortunately, this will be a full-time job to keep up.

Well that's a good question I would say. Isn't there any way you can increase the withdrawal limit in the casino? It might be worth asking in chat. 

Anyway, we have it listed that you can withdraw 1500 per day, so I would probably try to make the next withdrawal a bit bigger and not split it into 3. But wait first how these will turn out.😉

Hello again

It is not possible to increase as you are in.

There are a maximum of three withdrawals of 500 euros each that can be made at the same time.

It has now emerged that all the talk of them being understaffed due to Christmas and New Year is just complete bullshit.

Have now received a response from KYC that my current withdrawals will be accepted every third working day. And it's only 500 euros at a time.

As it stands now, if they last every three days, my withdrawals will be ready in June.

As I said, they violate their own rules and conditions.

Jag har listat mer information i ärendet här; https://se.casino.guru/snatch-casino-spelarens-uttag-ar-forsenade-2

Jaro, I get that it's not your thing but I could really use some help here. I have Petronela assigned to me for the complaint but I wonder if she is not on vacation or something.

Could you please check if there is someone else who can take over the case because I am completely exhausted right now.

Hello,

I believe we all expect casinos to stick with the withdrawal limits, which should be reasonably set and, more importantly, fairly visible to players.

When it comes to the complaint, don't worry. I see that Petronela is perfectly within the given time frame. Each side: you, the mediator, and the casino have 7 days to respond. I'm not sure whether you have some idea about the schedule, so rest assured that once the mediator is ready to progress, it will happen.

She has more than 2 days for now. Kindly be patient. 🙏

Thank you Radka.

Sorry to be blunt but I'm so incredibly tired of this.

Yes, if you agree to the rules and conditions that are listed but then the casino comes up with its own rules for me because I won "a lot" - then you just feel a single big disgust.

A big factor why I joined Snatch was because they also had a safety index of 8.9 with you - we are talking about the same safety index that, for example, Unibet has...

I don't really blame you, and I would also say that it would be better if they had a faster withdrawal process. In the current situation, Michael will take over your complaint and he will contact the casino. I hope from this point on everything will go smoothly and the casino will pay you out soon.

Hello again

Thanks for the nice ballpark!

I haven't heard from Michael yet. Everything was brought forward again when Petronela handed the case over to him.

I've almost gone psychotic over this matter, and then I'd say I'm a relatively normal person on a day-to-day basis.

Yes, that's because the complaints are not few but I saw that it should be soon that you will hear from Michal. Nowadays I don't think that withdrawals should take this long and you have my praise for keeping it up. Some players would have lost and complained long ago, so you can be an example. I would love it if things could be sped up but it's not up to me.

Anyway, I believe it won't take much longer.

Hello!

First time posting here so I don't really know how this goes.

I played at snatch casino and used their "300% deposit bonus" with a 50 euro bet.

So I started playing and only played with real money and nothing from the bonus money at all. I canceled the bonus midway and kept on playing since I hadn't used any money from the bonus which is clearly stated in my bet history and I had won a decent amount.

The whole time i was playing with "real money" as it was stated and no win was from the "bonus money".

Now some of the support are implementing that I still "activated" the bonus.

After I canceled the bonus i deposited 35 euros without any bonus and kept on playing from 3000 euros down to 500 euros. After that i got to around 6000 euros. I guess they are trying to implement this term

"All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal."

The fact is that the bonus money was NEVER used at all, not even a cent and it got canceled.

I have had a great experience so far but I have had bad experiences before with other casinos and I hope this one is better. I got reffered to wait for tomorrow and wait for the financial department to look at my withdraw.

There has been no official statements yet from them so I will update you if everything goes smoothly.

For me this is really clear that I should be able to get the full amount paid.

Do you have any toughts on this?

I have everything saved including 2 different chatlogs where 2 different people say that the bonuses has all been canceled.

Godaften, det er allerede sket for mig, jeg indsatte 50€ og fik endnu en bonus på 50€. Jeg nåede bonussen, jeg havde 450€, da jeg nåede bonussen, trak de de 400€, de betalte mig kun det samme beløb, som jeg havde indbetalt 50€

Hello,

In my case I canceled the bonus long before it was played trough, and continued to play for a long time even depositing more, no bonus money was also never used ever only "real money" as it says on the bets.

Hi there and welcome!

In my opinion, if you say the real money went first while the bonus was active, I think the casino should explain how such a cancelled bonus term could be applicable to different deposit. Once the bonus is cancelled, all bonus funds should be removed, and so should all the restrictions. I would say this is a definition of bonus cancellation. In light of what I have just read, I agree with you.

This sounds quite different than the previously mentioned cancellation, I'd say. Did you complete the wagering requirement of the bonus? I'm a bit confused: "I reached the bonus."

I'm guessing the amount went missing upon submitting the withdrawal of the fully wagered bonus; am I close, please?

Thanks Radka for the reply!

I have played for years and always read the terms very clear beforehand, the finance department at Snatch has yet to comment this except their live chat that said "it can go both ways, to me it looks good".

I have made a folder with each bet clearly showing that the bonus money was never used and that I kept on playing and also made another deposit, I almost lost everything before winning pretty good.

For me this is pretty clear as I have printed out their complete terms and searched for anything that states that canceling the bonus will have some part of impact on future play and deposits, that would just be weird.

But its to early to tell how this will go, I just hope the casino will act professional in this matter so I don't need to make a complaint.

Hello again.

I see your point. It makes sense to give it time to escalate; I also hope you will find a reasonable conclusion, of course. Will you keep me posted, please? There is always a chance I missed something. 🙂

Hello Radka,

So far, everything has been really good, and I received my first withdrawal this morning as promised.

I also received an email detailing the dates I can expect each withdrawal, which was a nice touch. However, the only downside is the time it takes. For example, it will take approximately 14 days to withdraw 1,500 euros, meaning my remaining winnings of 5,500 euros on the account will take a very long time to fully arrive.

I don’t understand the bad reviews, but I guess many people keep playing and end up losing everything because of the slow withdrawal process.

Hello Gambler445,

Glad to hear that, though I would like to point out that the casino has stated limits as follows:

Withdrawal limits: per month €25,000 per day €1,500

So, in my opinion, it should be much faster than you described. I suggest you ask the casino about that. What do you think?