Snatch Casino - Povlačenje igrača je odloženo zbog problema sa nalogom.

Dear Casino Guru Team,

I'm seeking your help to resolve a long-standing withdrawal issue of €6,400 at Snatch Casino after my Bitcoin-funded balance was moved to a EUR wallet during a site overhaul, leaving me unable to withdraw via the same method.

In March 2025, more than five months ago, Snatch Casino carried out a major overhaul. During this, the single wallet previously used to hold player funds was split into multiple wallets by currency (EUR, USD, GBP, BTC, ETH, USDC, and others).

Before the overhaul, on January 30, 2025, I deposited the equivalent of €5,000 in Bitcoin (BTC), and all of my winnings originate from that deposit. In February, prior to the rework, I even withdrew part of it in BTC without any issue. However, during the rework my entire BTC-funded balance was migrated to the new EUR wallet, and since then I have been unable to withdraw via Bitcoin. At present, I can withdraw only in EUR, which is not acceptable to me. The site still supports Bitcoin withdrawals though, but only for balances held in the BTC wallet.

I first reported this issue to the casino over four months ago and have followed up many times with both VIP Managers and Support. I asked them either to move my balance to the BTC wallet or to process a manual BTC payout so I can withdraw via the original deposit method. This request aligns with the casino's Terms and Conditions, which state:

"5.5. Players should note that withdrawals have to be made to the same method that you deposited with."

Despite repeated assurances that my case was forwarded to the responsible team, there have been no updates or progress in four months. My funds remain in the EUR wallet and are unavailable for withdrawal via Bitcoin.

Given the duration and lack of progress, I request your assistance in contacting Snatch Casino to obtain an update and hopefully a resolution.

For reference, I have attached some of the communications I have had with the casino about this issue. I reached the attachment limit, but I can provide the full set via another method if needed. (They mostly consist of me restating the same request and the casino replying that it was forwarded to the responsible team with no further updates.)

Thank you for your help.

Best regards,

Mannfred

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Have you made any further deposits in the casino? Was your account active these past few months?
• Has the casino suggested any other alternative payment methods for you to use? Is Mifinity or Jeton an acceptable payment method to use?
• Did you achieve your original winnings with the help of a bonus?
• When was the last time you received an update regarding the issue?

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

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Stay safe.

Dear Tomas,

Thank you for opening the case.

Is your account accessible to you?

Yes, my account is fully accessible.

Have you made any further deposits in the casino?

Yes. After the overhaul, in May I made a test deposit of €50 worth of Bitcoin to check whether BTC functionality worked. It was credited correctly to the BTC wallet and was fully playable. I unfortunately lost the deposit during play, so I could not test a withdrawal, but the deposit side worked as expected and I assume withdrawals function as well.

Was your account active these past few months?

I logged in periodically to check for progress and, sometimes played a few spins, so I would consider the account active.

Has the casino suggested any other alternative payment methods for you to use? Is MiFinity or Jeton an acceptable payment method to use?

They suggested the methods available for the EUR wallet: Bank transfer, Card, MiFinity, or Jeton. I cannot accept fiat payouts due to local regulations, so I must insist on a Bitcoin (or other cryptocurrency) withdrawal. However crypto methods are not available for their EUR wallet.

Did you achieve your original winnings with the help of a bonus?

Yes, I likely used a deposit bonus at that time. However, I must have completed the bonus, as I made successful Bitcoin withdrawals in February before the casino's rework.

When was the last time you received an update regarding the issue?

On August 20, after my follow-up, I was told again that my request had been forwarded to the payments department. There has been no update since.

I hope this helps. Please let me know if you need any additional information.

Best regards,

Mannfred

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Snatch Casino to join the conversation and participate in the resolution of this complaint.

Dear Snatch Casino,

Can you please provide an update on the situation? Can a Bitcoin withdrawal be approved?

Kind regards,

Adam

Dear Mannfred and Casino Guru,

Thank you for bringing player's concern to our attention. Prior to update of the website, we have only accepted gameplay via fiat currencies. Player's deposit methods reflected that, as deposits were made via Coinspaid, which provided a solution of converting cryptocurrency to fiat during transaction. The funds were refilled to the player's fiat EUR wallet, as Snatch Casino did not offer cryptocurrency wallets.

On our update, we have added support of cryptocurrencies, however, since player's previous balance was in fiat currency, it was placed in corresponding fiat wallet, to maintain the currency. Unfortunately, at this moment we do not support conversion from fiat to crypto wallets directly, as per our Terms:

6.5. The Casino is not an exchange and therefore does not execute any conversion between any currencies.

As such, the player is able to use any eligible withdrawal means, listed for their current fiat wallet.

Respectfully,

Snatch Casino Representative.

Thank you for your response, Snatch Casino.

Dear Mannfred,

Can you confirm that you made your deposit with Coinspaid and that your balance was held in EUR in your casino account? You mentioned you previously made a withdrawal in Bitcoin before the recent changes - which payment method did you use to do so?

Kind regards,

Adam

Dear Adam,

Thank you for your follow-up. Let me clarify.

When I deposited, I selected the "Bitcoin" payment method directly on the Snatch Casino cashier page. I then chose the deposit amount in EUR, and the system provided me with a unique Bitcoin address and the BTC amount to send. I transferred BTC from my wallet to that address. There was never any mention of "Coinspaid" during this process, and I was never informed that a third-party provider was involved.

At that time Snatch Casino operated only a single wallet denominated in EUR, so my balance showed as EUR, but it was fully funded via Bitcoin. This is also how my previous BTC withdrawal worked: I selected "Bitcoin" in the withdrawal menu, entered the withdrawal amount in EUR and my BTC address, and the funds arrived in Bitcoin. Again, there was no mention of "Coinspaid" or any other provider.

I cannot accept the casino's refusal to pay in Bitcoin by referring to clause 6.5.

6.5. The Casino is not an exchange and therefore does not execute any conversion between any currencies.

This clause should not apply to my case. I am not asking the casino to perform a conversion. I deposited using Bitcoin, withdrew earlier using Bitcoin, and I am requesting the exact same method for my current balance. The fact that the casino has since restructured its wallet system into separate fiat and crypto wallets does not change the reality that my balance originates from a BTC deposit and should be withdrawable the same way.

The Terms and Conditions are also very clear on this point:

5.5. Players should note that withdrawals have to be made to the same method that you deposited with.

That is all I am asking for here. I deposited with Bitcoin, and I would like my withdrawal processed with Bitcoin, just as it was before the platform overhaul. The internal choice of payment provider ("Coinspaid" or otherwise) is entirely the casino's responsibility and should not impact my ability to withdraw via the same method I used for deposit.

Kind regards,

Mannfred

Dear Mannfred and Casino Guru,

We would like to reiterate that prior to an update, Snatch operated only with fiat currency (in player's case, EUR). While it could be recharged via various methods, such as Bitcoin, the conversion from crypto to fiat was performed via Coinspaid and we have only received and displayed all funds in fiat currency.

As such, during the update, we have not performed any restructuring, but simply added crypto wallets to deposit to directly. Since crypto wallets were not present previously at Snatch, the balance was 0.0 at the update, while fiat wallet (EUR) was shown precisely as it was prior to the update.

We would like to remind the player, that noted by them clause applies to selection of withdrawal method among available ones for the wallet in question. For example, if Skrill and bank transfer are available to be selected for a fiat wallet, but player only used Skrill to deposit, then a withdrawal via bank transfer would not be available, as per this clause.

Due to the fact that funds have been deposited to fiat wallet pre-update (clearly labeled as such, in EUR currency), they currently are listed on fiat EUR wallet and can be withdrawn using any method currently available for fiat withdrawals.

Respectfully,

Snatch Casino Representative.

Thank you all for your responses.

Dear Snatch Casino,

The player states that they have been able to previously make withdrawals via Bitcoin, even before any updates have been made. Can you confirm if this is the case? If so, was this also via Coinspaid?

Kind regards,

Adam

Dear Mannfred and Casino Guru,

That is correct, before addition of new crypto wallets, the player was able to transfer funds from fiat EUR wallet to a crypto method via Coinspaid via conversion. With the changes and addition of cryptowallet direct deposit, we are no longer able to provide such conversion due to the lack of need on the side of the payment processor, as players are able to deposit crypto funds directly to a cryptowallet, without a need to convert to fiat currency.

Due to the need of conversion to and from crypto in order to deposit to fiat wallet, this method was listed for both deposit and withdrawals. Currently, it is not available for either, as crypto wallets have opened.

Unfortunately, payment processing companies may change availability of certain services based on legal, technical or other needs, thus availability of methods may change over time. However, for the same wallet (fiat, in this case) we always provide at least one valid withdrawal method for players to utilize.

At the same time, current Terms still apply to the player's concern, specifically, unavailability of conversion from fiat wallet to a crypto wallet on the website directly. Thus, the player is able to withdraw the funds from their fiat wallet using any listed method for such wallet.

Respectfully,

Snatch Casino Representative.

Thank you for the clarification, Snatch Casino.

Dear Mannfred,

You mentioned that you cannot accept fiat payouts due to local regulations - could I ask you to explain these restrictions and how they prevent you from using the available withdrawal methods?

Kind regards,

Adam

Dear Adam and Snatch Casino Representative,

Thank you for continuing to look into this matter.

A fiat payout is not a viable substitute for me because such withdrawals from operators that are not licensed in Hungary, which, to my knowledge, includes Snatch Casino, create significant tax and administrative burdens under local rules. By contrast, cryptocurrency transactions are handled differently for tax purposes, and the reporting is much simpler, which is why I use crypto exclusively for online gambling.

Regarding Snatch Casino's points: when I deposited, I selected "Bitcoin" method in the menu, received a BTC address and amount, and sent BTC. If the casino's payment processor converted that BTC to EUR, it did so on the casino's behalf. It does not change the fact that I deposited via Bitcoin, nor should it affect my ability to withdraw by the same method I used to deposit. Before the update, I successfully withdrew via Bitcoin, which shows the casino previously honored same-method withdrawals for my account.

It appears Snatch Casino is now declining to honor clause 5.5 of its Terms and Conditions. They now claim that clause 5.5 applies only to methods currently available for that specific wallet, yet the T&Cs contain no such limitation. It is inappropriate to "reinterpret" the Terms after the fact to deny a same-method withdrawal that was available when I deposited and that I previously used successfully, especially considering that they still offer this withdrawal method, but only for a different type of wallets.

The update did, in fact, change how balances and withdrawals work: new crypto wallets were added, and the prior BTC withdrawal option disappeared for balances left in the EUR wallet. Functionally, that is a restructuring, regardless of how it is labeled, and it is the reason my BTC-funded balance is now stuck.

I was never notified of the rework or that crypto withdrawals would be removed for existing balances. Had I been warned, I would have withdrawn the full balance in BTC beforehand.

Accordingly, I ask the casino to enable a Bitcoin withdrawal for my BTC-funded balance, either by moving the balance from the EUR wallet to the BTC wallet or by processing a manual BTC payout to my BTC address. This simply restores the same-method withdrawal I used before the update and complies with clause 5.5 of the Terms.

Best regards,

Mannfred

Dear Mannfred,

I completely understand the frustration and stress of this situation, and that the changes made by the casino have caused your negative experience. However, we are unable to force the casino to offer specific payment methods to individual players.

Please note that casinos may change the available deposit or withdrawal options at any time, and sometimes this is even beyond the control of the casino. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too. As your preferred method is no longer available, I can only recommend selecting one of the other available options to withdraw your funds.

Could you please let me know if this is something you will consider?

Kind regards,

Adam

Dear Adam,

I understand that Casino Guru is unable to force any casino to do anything and acts only as a public forum for complaints and mediation.

I still find it unacceptable that Snatch Casino refuses to pay me out via BTC. Indeed, casinos may change the available deposit or withdrawal options, and sometimes this is beyond their control. However, this is not such a case. They made a planned rework, changing multiple key elements of their casino, including how they handle player balances. They never notified me of the upcoming changes or that my ability to withdraw using the same method I used for deposit would become unavailable, leaving me no option to withdraw the full balance in BTC beforehand. A reputable casino should notify its players of such changes ahead of time.

Additionally, it is not that my preferred withdrawal method is no longer available. It is no longer available only for my BTC-funded balance in the EUR wallet. They did and still do offer BTC withdrawals. All they have to do is remove my current balance from the EUR wallet and add the same amount to the BTC wallet. This is not an impossible ask. It should be, at most, a few minutes work for anyone competent.

I would accept any other cryptocurrency withdrawal method as well. Alternatively, I am willing to consider fiat withdrawals if and only if Snatch Casino reimburses me for all the extra costs such a withdrawal would incur, including any additional taxes (likely in the thousands, potentially tens of thousands of euros) and the cost of an accountant to handle the additional administrative workload.

Best regards,

Mannfred

Dear Snatch Casino,

Is there any possibility that a Bitcoin payment can be made manually in this situation?

Kind regards,

Adam

Dear Mannfred and Casino Guru,

At this moment, due to licensing restrictions, outlined in the Terms, it is not possible to transfer funds between player's wallets. The funds are available on the player's fiat wallet, they may withdraw them using any method available for fiat wallets currently. Since those funds have never been on a crypto wallet at Snatch Casino, it is not possible to move them to a crypto wallet, as noted:

6.5. The Casino is not an exchange and therefore does not execute any conversion between any currencies.

Unfortunately, we are tied by these Terms and direct transfer of available funds would be in violation of them and have a possibility to incur further probes by the licensing authority, which makes such transfers impossible.

Regarding direct withdrawal to crypto for fiat wallets, the methods available are dictated by current contracts with payment processing companies and their availability. If the financial agreement for a financial transaction only exists for fiat currencies, it is not possible to transfer from crypto wallet with this company and vice versa.

We would like to additionally remind that the player has always deposited to a fiat wallet, clearly labeled EUR on their profile. Unfortunately, it cannot always be guaranteed that their preferred withdrawal method will be available even without creation of new wallets, as it depends on current agreements with payment processors. As such, we welcome the player to use available methods currently. If the player is unwilling to do that, we can only suggest keeping the funds on the wallet to see, if an additional method, which suits the player better, becomes available as we always try to expand the possibilities when possible.

Respectfully,

Snatch Casino Representative.

Dear Mannfred,

As mentioned, we are not able to force the casino to offer specific payment methods to individual players. I appreciate that the casino does offer payments by Bitcoin from their crypto wallets, but this is not quite the same as a payment by Coinspaid, which is no longer available to your fiat account. There could be many reasons that this payment method is no longer available to you, and this may well be out of the casino's hands.

I understand that the situation is not ideal, but unless you are willing to make a withdrawal using a payment method that is available on your account, I do not believe there is anything further we can do to help you on this occasion.

Please let me know if you would like to make a withdrawal via a different payment method, and we can keep the complaint open until your payment is received.

Kind regards,

Adam

Dear Adam and Snatch Casino,

Thank you for the responses.

I need to be very clear about my history with Snatch Casino. I have been a player for over a year, during which I have made countless transactions, yet I have never made a single deposit or withdrawal via fiat. Every transaction I have made has been in cryptocurrency. If I were to close my account today, I have no usable fiat withdrawal method on my profile. How would the casino return my funds in that scenario? Would I simply be told to accept an unsuitable method or forfeit the balance? That would be impossible to accept, especially from a casino presented with such a high rating on every public platform, including Casino Guru.

Snatch Casino's position remains untenable. The casino featured a Bitcoin method in the deposit menu. I selected Bitcoin, received a BTC address and amount, and sent BTC. Whatever a payment processor did behind the scenes was on the casino's behalf. After a planned rework, the casino chose to change how balances, deposits, and withdrawals are handled and left my BTC-funded balance parked in a fiat wallet where crypto withdrawals are blocked. I was never notified of this change or given the chance to withdraw under the original method. Saying this is outside the casino’s control is not accurate, this was a planned update with deliberate choices.

For the avoidance of doubt, Snatch Casino, please answer the following directly:

• Did I make my deposit by sending BTC to the address you provided?
• Have I ever used any fiat payment method at Snatch Casino for either deposit or withdrawal?
• Did you inform me that crypto withdrawals would no longer be available for existing balances held in the EUR wallet?

I also ask Adam, as a matter of fairness, to consider the implications of the casino's position. If a casino can rework its platform and then offer only methods a player cannot reasonably use, withdrawals become functionally impossible for that player. If that happens, isn't that essentially the same as the casino confiscating the player's balance? Or consider the reverse situation: a casino offers fiat payment options, a player deposits via fiat, and then the casino decides that, from that point onward, it no longer supports fiat withdrawals. Would you consider that fair and befitting of a highly rated casino?

My request remains: enable a crypto withdrawal for my crypto-funded balance. The casino can either move my balance from the EUR wallet to the BTC wallet or process a manual BTC payout to my BTC address. I can accept other cryptocurrency options as well.

If the casino refuses all crypto options, I will consider a fiat withdrawal if and only if the casino reimburses me for all the extra costs caused by forcing such a withdrawal method.

If the casino declines both to provide a workable crypto withdrawal and to cover the full additional costs of a forced fiat withdrawal, then please record the case as the casino declining to honor a same-method withdrawal for a crypto-funded balance. In that event, I will regard the complaint as unresolved.

Kind regards,

Mannfred

Dear Mannfred,

Can I ask you to clarify further why you are unable to use one of the fiat payment methods available to you? As far as I am able to determine, they should still be accessible to you in your country. Do I understand correctly that your winnings would then be subject to 15% tax?

Kind regards,

Adam

Dear Adam,

Thank you for checking.

Unfortunately, no, it would not simply be 15%. In addition to the 15% personal income tax, there is a further 13% social contribution, which is a separate tax, so the effective headline rate is 28%.

What makes a fiat withdrawal untenable is that the required calculation method is not clear in my case. Best case, that 28% would apply to net winnings. It is also possible that the tax base must be determined on a per-bet basis, similar to sports betting, which would mean summing up winnings across tens of thousands of individual bets. Pure chance games may be treated differently than games that involve player decisions, and it is not clear how video poker, blackjack, or other games I played would be classified. Nor is it clear how bonuses, bonus balances, and wagering with bonus funds should be treated. There are likely additional factors I have not listed here that could further affect the calculation. To remove the uncertainty, I would need an official written position from the tax authority, and someone would have to review my entire game history, bet by bet. That is not something I can do myself, hiring an accountant would be necessary.

As you can see, there is a very good reason I do not use fiat for gambling.

If Snatch Casino insists on a forced fiat withdrawal, I will only consider it if they reimburse all incremental costs caused by such a withdrawal, including the additional taxes and the cost of an accountant to prepare the filings.

Kind regards,

Mannfred

Dear Mannfred and Casino Guru,

We wholeheartedly understand player's unwillingness to lose parts of their winnings due to taxes or other payments. However, we would like to remind the player that a large number of jurisdictions have some sort of tax or fee related to gambling or other forms of winnings of funds. As per the Terms agreed to upon signup, it is the player's duty to adhere to the local laws and pay the required tax on their winnings:

7.6. To make a withdrawal, a Player must play through active deposited amounts at least thrice before the withdrawal. This procedure is in line with anti-money laundering practices. Players are fully responsible for paying all fees and taxes applied to their winnings according to the laws of the jurisdiction of the Player’s residence.

As such, Snatch Casino would not be able to reimburse the player for the taxes they are required to pay due to local laws. The player may still use any currently available method for their active fiat wallet, subject to withdrawal conditions.

Respectfully,

Snatch Casino Representative.

Dear Mannfred,

While the situation you face regarding your country's tax regulations is very unfortunate, I do not believe that the casino can be held responsible for it. I understand it is frustrating that the payment method you have used previously is no longer available to you, but as mentioned, we are not able to force the casino to provide specific payment methods to individual players. There could be many reasons that the payment method is no longer an option, and while I understand it was the casino's decision to change their wallet and payment system, which methods remain may not be entirely within their control.

Consequently, there is nothing more we can do to assist you in this situation. If you decide to use an additional method to make a withdrawal, I would be happy to keep the complaint open until you have done so - please do let me know.

Kind regards,

Adam

Dear Mannfred,

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.

Dear Adam and Snatch Casino,

Thank you for the responses.

Snatch Casino, you have misunderstood my position. I am not refusing to pay taxes. I am refusing to lose part of my winnings for reasons that are not my fault. I am in this position because you did not uphold your own Terms and Conditions on same-method withdrawals, nor did you notify me of the upcoming changes. You offered a Bitcoin deposit and withdrawal method, I used it, and you removed that option without notice while leaving my crypto-funded balance in a fiat wallet.

Please stop citing your Terms selectively. You refer to 7.6, yet you ignore 5.5, which states:

5.5. Players should note that withdrawals have to be made to the same method that you deposited with.

You claim that 5.5 applies only to methods currently shown for a given wallet, even though your T&C do not contain that limitation. If you can ignore your own clauses whenever convenient, then your Terms are effectively irrelevant. Either the Terms apply consistently, including 5.5, or you should say plainly that you do not intend to follow them.

Again, I am not asking you to pay my tax obligations. I am asking you to reimburse the extra costs created by your actions: removing Bitcoin withdrawals without notice, not leaving me the option to withdraw before the change, and refusing to honor clause 5.5 for a balance funded via Bitcoin.

Adam, I understand Casino Guru cannot force a casino to offer a specific withdrawal method, or to honor its own T&C for that matter. The casino cannot be held responsible for Hungary's tax rules, and I have never claimed otherwise. However, the casino is responsible for creating the situation that triggers those costs for me.

Please avoid speculating that this may be outside the casino's control and ask them directly why they performed the rework at that time, why players were not notified, and what specific regulatory change required removing Bitcoin withdrawals for existing Bitcoin-funded balances.

Given Snatch Casino's position, they will not honor clause 5.5 about same-method withdrawals, will not pay in any other cryptocurrency, and will not reimburse the additional costs that a forced fiat withdrawal would impose. Under these conditions I cannot reasonably accept a fiat withdrawal, which leaves me unable to withdraw my funds.

As there is nothing further to achieve, please close the complaint as unresolved. Thank you, Adam and the Casino Guru team, for attempting to mediate this issue.

Best regards,

Mannfred

Hello Mannfred,

While I understand your discontent regarding this situation, there are not sufficient grounds for us to close this complaint against the casino. Unfortunately, payment methods can change at any time, and as there are still payment options available to you to withdraw your winnings, there is nothing we can further we can do as previously explained.

Consequently, the complaint will be rejected. I am sorry that we are not able to be of more help to you on this occasion.

Kind regards,

Adam