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I chose a bonus when making the deposit and wagered it correctly.

I then continued playing and reached the sum of 6,904€

When I tried to withdraw, the casino canceled everything even though I asked an employee whether the withdrawal was possible in 500€ increments.

suddenly I couldn't log in anymore and then it worked again and looked at my account everything was gone the whole 6,904€

With the bonus, if you deposit €50, you will receive €250 at the end if you successfully complete the bonus. I did this and made an impressive €6,904 with the €250.

Best regards

Bedirhan Y****

Ich habe bei der Einzahlung einen Bonus gewählt diesen auch korrekt gewagerd.

daraufhin habe ich weitergespielt und kam dann auf die Summe 6.904€

beim auszahlen hat das Casino alles storniert obwohl ich einen Mitarbeiter gefragt habe ob die Auszahlung möglich ist in jeweils 500€ Schritten.

plötzlich konnte ich mich nicht mehr einloggen und dann ging es wieder und schaue auf mein Account alles war weg die ganzen 6.904€

bei dem Bonus erhält man wenn man 50€ einzahlt am Ende 250€ wenn man denn Bonus erfolgreich beendet hat. Dies tat ich auch und habe dann mit denn 250€ stolze 6.904€ gemacht.

Mit freundlichen Grüßen

Bedirhan Y****

Dear Bedo68,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I was told that after I had finished the bonus I would receive x5 of the bonus received, which corresponds to: 50x5=250€. I was then told in the chat that I could carry on playing with the 250€. I did this and then won over and over again at blackjack, 1,300€, 700€, 300€ and then 1,000€, 3,600€ at sweet bonanza. It was only when I put my phone away for a moment that my account was blocked, then after 10 minutes it worked again and the money was gone.

No one can tell me that this is the case. Why didn't they withdraw the money earlier when I wanted to withdraw the first €1000 before I had made a big profit? That doesn't make any sense.

I played correctly but then suddenly things are accused and a payout of €1,500 is simply cancelled and then the remaining €5,400 is deleted, that's nonsense.

I asked support if it was okay to continue playing with the 250€ and they said yes, it was fine.

Because after the bonus ends, the amount won expires and then falls to x5, i.e. €250, and you can continue playing with that.

Es wurde gesagt nachdem ich denn Bonus beendet habe erhalte x5 vom erhalten Bonus entspricht: 50x5=250€ mir wurde dann im Chat gesagt ich könnte mit denn 250€ weiterspielen dies tat ich dann auch gewann dann bei blackjack immer und wieder 1.300€ 700€ 300€ und dann bei sweet bonanza 1000 3.600€ erst als ich dann kurz das Handy weggelegt habe wurde mein Account gesperrt dann nach 10 Minuten ging es wieder und das Geld war weg.

Mann kann mir nicht sagen das es so ist wieso haben die das Geld dann nicht vorher angezogen als ich die ersten 1000€ auszahlen wollte bevor ich denn hohen Gewinn erzielt hatte das macht keinen sinn.

Ich habe korrekt gespielt aber dann aufeinmal werden Sachen vorgeworfen und einfach eine Auszahlung in Höhe von 1.500€ annulliert und dann die restlichen 5.400€ gelöscht das ist Schwachsinn.

Ich habe im Support gefragt ob es okey sei mit denn 250€ weiter zu spielen die meinten drauf hin ja es ist in Ordnung.

denn nach Beendung des bonuses verfällt der gewonnene Betrag und fällt dann auf x5 also 250€ und mit denn könnte man weiter spielen.

Dear Bedo68,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, unfortunately I didn't receive anything. I was just accused of breaking the rules even though I'm 100% sure that I didn't do that because I know the rules, max bet 5€, and I didn't exceed them.

and asked support if I could continue playing with the €250 that I received after the bonus ended and he said yes. I am accused of having violated this rule.

Why am I being accused of this when I wanted to withdraw the money? I had previously made my first withdrawal of €500 but nothing was taken away. Only after I won €6,900 was my winnings deducted. That's a disgrace.

Hallo leider habe ich nichts erhalten mir wurde nur vorgeworfen das ich gegen die Regeln verstoßen habe obwohl ich mir zu 100% sicher bin das ich das nicht tat denn ich kenne die Regeln Max bet 5€ und diese habe ich nicht überschritten.

und fragte einen Support ob ich mit denn 250€ weiter spielen kann die ich nachdem beenden des Bonus erhalten habe und er meinte ja . Mir wird vorgeworfen gegen diese Regel verstoßen zu haben.

wieso wird mir das vorgeworfen als ich das Geld auszahlen wollte ich hatte davor meine erste Auszahlung in Höhe von 500€ getätigt aber es wurde nichts entzogen erst nachdem ich 6.900€ gewann wurde mir der Gewinn abgezogen eine Frechheit ist das.

Dear Bedo68,

Would it be possible to forward the exact bonus page (or it's terms) and the full betting, deposit and bonus history to nikolas.b@casino.guru for further review.

Looking forward to your response.

Regards,

Nick

I will be very happy to send it to you

Sehr gerne werde ich es ihnen zu senden

Dear Bedo68,

Thank you for your email. However, it does not contain the information I previously requested. Could you please refer to my previous message and send the necessary details to my email address? This will allow us to proceed with resolving the matter.

Looking forward to your response.

Best regards,

Nick

I can't see any bonus history on the site. What information exactly do I need?

Ich kann keine bonushistorie bei der Seite ansehen welche Information brauche sie denn genau ?

Dear Bedo68,

If it is not accessible, we will try to reach the casino regarding this matter to get more information. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Bedo68 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!