Snatch Casino - A desistência do jogador está atrasada.

I have a lot of money in the casino, but I can't withdraw it. Only €500 is processed per week. At this rate, it will take well over a year for my entire balance to be paid out. I consider this withdrawal rate extremely unfair and expect my balance to be paid out within at least a few months. Waiting over a year is ridiculous.

Ich habe viel Geld auf dem Casino, kann es aber nicht auszahlen. Es wird eine Auszahlung von genau 500€ pro Woche durchgeführt. In dem Tempo wird es weit über ein Jahr dauern bis mein gesamtes Guthaben ausgezahlt wurde. Ich halte dieses Auszahlungstempo für höchst unfair und erwarte, dass mein Guthaben wenigstens innerhalb weniger Monaten ausgezahlt wird. Über ein Jahr Wartezeit ist lächerlich.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many pending withdrawal requests are currently in your account?
• When was the last time you received your winnings from this casino?
• How long does it usually take for a withdrawal request to be processed and paid out?
• Have you contacted customer support to ask about the possibility of speeding up the processing of your payments? If so, what was their response?

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

Hi,

I have 3 pending requests. The last payment was processed on February 27th. It usually takes 7 days to pay out $500. At this rate, it will take over a year for my balance to be paid out. I submitted a request, but nothing has changed.

Hi,

Ich habe 3 ausstehende Anträge. Die letzte Auszahlung wurde am 27.02 bearbeitet. Es dauert normalerweise 7 Tage, um 500$ auszuzahlen. In dem Tempo dauert es über ein Jahr bis mein Guthaben ausgezahlt wurde. Ich habe einen Antrag gestellt, es hat sich aber nichts geändert.

Dear flochefe and Casino Guru,

Thank you for bringing the player's concern to our attention. Upon additional check, we can see that processing exceeds the expected timeframes, where the issue might lie in lengthy confirmations from the processing partners. We are currently contacting them in efforts to streamline the process for the player and determine the possibility to increase the frequency of withdrawals.

The player is a part of the Snatch VIP program. If the player experiences such issues, we kindly ask to contact the department first so the internal investigation can commence promptly, as this could yield results quicker than involvement of third parties.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino Representative,

Thank you for reaching out and explaining the player's situation in more detail. We appreciate your efforts to review the case with the payment partners and explore the possibility of increasing the withdrawal frequency.

Dear flochefe,

Thank you for your patience. I would like to check whether there have been any developments since your last message.

• Have you received any winnings since your last update in this complaint thread?
• Have you submitted any new withdrawal requests in the meantime? If so, how many withdrawals are currently pending in your account?
• Are the processing times for your withdrawals any quicker now, or do they still take approximately 7 days per €500 withdrawal?
• What is the current remaining balance that still needs to be withdrawn from your account?
• Have you contacted the casino’s VIP department regarding this issue, as suggested by the casino representative? If so, what response did you receive?

Hi,

So, I received a $500 payout every day for four days, which is an acceptable speed. However, the casino stopped doing that and hasn't sent a payout for three days now. Let's see what happens in the next few days. The VIP department said they're working on it. The remaining balance is still $30,000.

Hi,

Also ich habe für 4 Tage jeden Tag eine 500USD Auszahlung erhalten, was eine akzeptable Geschwindigkeit ist. Allerdings hat das Casino damit aufgehört und jetzt seit 3 Tagen keine Auszahlung gesendet. Sehen wir was die nächsten Tage passiert. VIP Abteilung hat gesagt sie beeilen sich. Restbetrag ist immer noch 30 000USD.

Dear flochefe and Casino Guru,

Since the first communication from the player, processing of 9 withdrawal requests has been completed in 9 working days. The player proceeds to make additional requests, which are being processed by the team in accordance with the Snatch Terms and Conditions.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino representative,

Thank you for keeping us updated on the player's case.

Dear flochefe,

Could you please confirm whether you are continuing to receive regular payments from the casino?

Hi,

I received a few payments last week. There are still some outstanding balances.

26,000 USD.

Hi,

Ich habe letzte Woche ein paar Zahlungen erhalten. Es fehlen noch

26 000USD.

Thank you for letting me know.

Since the casino appears to be processing your payments regularly, we will now close this complaint as resolved. Should the payments stop or any further issues arise, please feel free to request that the complaint be reopened, and we will continue with the investigation.

Thank you for your understanding.

Best regards

Veronika