Shady practices at snatchcasino7.eu

Gorilla007 · May 2

Hello there and welcome to my unsettling experience at snatchcasino7.eu

I bought in for 400€ into a non sticky 200% welcome bonus.
wich results in me getting 400€ + 800€ bonus money.
i start playing slots and within 2minutes of playing i get a bonus at 4€ spins.
The bonus pays me a nice 250x so i am now sitting at a 2000€ balance you can see in the picture here

so at this time, i am thinking to myself
"actually this 3x money ain't to bad. if i cancel my bonus surely i will keep the €1200 balance loose the €800 and have a nice €800 in profits"

so i go into the custommer service because i want to be sure. i don't wanna loose my money after all.
so i ask them the simple question; If i cancel my bonus now. Will i keep the 1200 balance ?

what could've and should've answered with; "yes you can sir, if you cancel the bonus now you will loose the €800 bonus balance but wil keep your 1€200 balance.
Wich was the answer i was looking for but instead suddenly i am in a 4hours mindgame where they are not sure if i would keep the balance.
the first operator tells me first that he thinks that in fact i should be able to cancel it and keep the balance but he is not sure and he will ask his manager to be sure.
He then continues with. my manager came to the conclussion that you agreed to the terms and service of the bonus and that i have started wagering it.
should i cancel my bonus i will loose the bonus money and all winnings. So basically to me he is saying you will be reset to 400€ if you cancel the bonus.
I tell them this is really odd because it is a non sticky bonus.
They then tell me they will have to look further into the issue and it might take some time.
After 1h 30 minutes i go back into chat and instantly get the message; my supervisor is still looking into it he will send you an email very soon.
again 2hours later i go back into chat and another operator tells me again 10-15 mins
the following e-mail arrives shortly after
Unless i don't understand English very well, their manager is saying to me again that i cannot cancel the bonus or i will loose all winnings because i agreed to the terms and service of the bonus.

So after wasting 4hours of my time on my freeday i continue playing
I am playing again and after about 15mins of playtime my bonus money suddenly dissapears from my balance... I'm at first confused of what happened because iam spinning with a 1435€ balance and suddenly i have 635€ in the balance. then it kicks in 800€ is missing. I check the bonus tab in the menu and poof my bonus has been canceled

But what?? My bonus canceled and i still have 635€? why didn't it go to 400€ like they told me? Does this mean that if i had canceled my bonus when i asked them i would've kept the 1200€ balance
Of course it did.
They tricked me, forced me, emotionally abused me whatever you wanna call it into playing more...
At this point i am furious, because i just realized i have lost 565€ for no reason...
I was 100% sure if they told me that i could cancel my bonus and keep the 1200€ balance i would've called it a day and quit.

So back to support it is

Another 2Hour conversation takes place, in wich they admit in these 3 messages i was missinformed
Message 1 Message 2 Message 3
In the last message you can see they want to compensate me because they don't wanna feel bad for me
they threw a 10€ voucher at me wich i declined. This just felt like an insult to me.
What i asked them was the following; a refund of my balance to 1200€ wich was my balance when i asked them the question.
And they misinformed me, that is not my fault in my opinion. i made a decission based on what the staff told me
Eventually she told me that my balance is my responsibility and not theirs for this reason they could not refund my 565€

Wow never ever in my life did i have to deal wich such problems whilst gambling
100% i would've taken my 1200€. i only deposited 400€ and i can only win 2k€ max if i wager the complete 35x and win 5 times my money.
It would have made no sense to continue playing.
The worst part is that if i had never contacted them in the first place and just clicked cancel i would've been fine...

As the degenerate that i am in my anger i said ***** it and continued to loose the 635€ i had left
Wich is ok, That was my own decission. i chose to loose that money even tough i didn't feel comfortbale anymore
i was played for sure, i still can't let go of the feeling i got played.

Eventually i whent back into chat and said; I hope you're happy now a €1200win turned into a -€400 job complete
and asked them to close my account.
She then offered me a 25€ voucher wich i declined again.

Picture of them trying to compensate me

15minute total play time & +6hours of my time wasted