Snatch Casino - A retirada do jogador foi adiada.

Hello,

This casino is non responsive to me I won 2350 after that I need to send KYC I did this. Now crickets.

Could guru help me resolving this?

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Snatch Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

No never I send my KYC twice they just said they didn't receive it. No bonus First withdraw.

It's a LIE!!

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include a screenshot from your previous reply since it arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Flowerblue,

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.

I sent it can you check?

CASINO IS OFFLINE FOR 1 WEEK NOW!!

How this casino has such a high rating? as they only do scam behaviour.

No the casino is offline!!

Hello,

thank you for your email.

I can confirm that the casino has resumed operations. Have you received any updates from them regarding your Know Your Customer (KYC) verification? Please advise if there have been any new developments.

Looking forward to your reply,

Katarina

Dear Flowerblue,

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.

Hi Katarina,

I was asked for a selfie with snatch Casino website open on my computer which i done and emailed to them.

Dear Flowerblue,

thank you for the message and an update.

Have you received a response from the casino yet?

Has your picture been accepted?

Looking forward to your reply,

Katarina

Hi Katarina,

The selfie was sent a week ago and the only email i had from them was the below. I have sent a number of emails asking for an account update to unblock withdrawal on my account but they do not reply.

Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email, thank you for waiting in advance.

Kind regards

Thank you very much, Flowerblue, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.

Dear Flowerblue,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Snatch Casino representative to join this conversation and participate in resolving this complaint.

Dear Snatch Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Flowerblue and Casino Guru,

Thank you for bringing the player's concern to our attention. Per our current information, the player is currently undergoing verification. We have made an inquiry to the KYC department on the current status of this process and will update you as soon as possible.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

Thank you for your response and the information you have provided.

Please keep us updated once you receive the relevant information regarding the matter.

I'll be awaiting your reply.

Dear Flowerblue and Casino Guru,

Upon provision of necessary documentation, player has successfully passed their verification procedure. We would like to thank the player for cooperation in this matter.

Respectfully,

Snatch Casino Representative.

Dear Flowerblue,

I hope this message finds you well.

I am writing to kindly follow up and ask whether you were able to successfully request a withdrawal from your casino account. Your confirmation will help us better understand the current status of your case and determine the next appropriate steps.

Please feel free to share any updates or concerns you may have—we're here to assist you.

I look forward to your response.

Hi Casino Guru,

No. I am unable to withdraw anything. I get this message. "The amount can't exceed your current balance"Even when i try 1000usd with a 2353 Balance.

Dear Flowerblue and Casino Guru,

We would like to remind the player that withdrawal is only available among available methods for USDT wallets, subject to Snatch Casino Terms, including the clause requiring at least one deposit to be made for the method to be available for withdrawals:

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

Since we do not have records of the player making deposits to USDT wallet, the method available for withdrawal from it currently has 0 USDT limit, as it is unavailable, despite general limit being 1000 USDT per day.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino Representative,

Thank you for your message and for clarifying the withdrawal policy related to USDT wallets.

To assist in resolving the matter, could you please confirm which payment method the player used to make their deposit? This information will help us verify the player's eligibility for withdrawals in line with your terms.

We appreciate your cooperation and look forward to your response.

Dear Flowerblue and Casino Guru,

As we now see, the player was able to request a withdrawal through the system. It has now been successfully processed by the team!

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

Thank you for your prompt response and for confirming that the payment has been successfully processed. We appreciate your assistance in this matter.

Dear Flowerblue,

We kindly ask that you confirm receipt of the payment once it reaches you. Your confirmation will help us ensure that everything has been completed smoothly on both ends.

Should you have any questions or require further information, please do not hesitate to contact us.

We look forward to your response.

Nothing has been received Please provide the txid.

Dear Flowerblue,

Upon processing of the withdrawal, an email should have been sent to the email tied to your account. It contains the transaction ID of the withdrawal. If you are struggling to locate it, you can contact our support team and they will try to resend it.

Respectfully,

Snatch Casino Representative.

Dear Flowerblue,

I hope this message finds you well. I wanted to follow up and ask whether you had the chance to check the transaction ID. Have the funds from the casino been received on your end?

I look forward to your response.

Dear Flowerblue,

The financial team has finished processing the last pending withdrawal successfully earlier today. We hope the player was able to receive and locate their funds in full from both withdrawals.

At the moment, the player has funds remaining on their balance, a new request should be created if the player wishes to withdraw them.

Respectfully,

Snatch Casino Representative

Dear Flowerblue,

Thank you for your patience.

We're pleased to inform you that, according to Snatch Casino's financial team, your most recent pending withdrawal has been successfully processed earlier today. We hope you've received the full amount from both of your previous withdrawals.

At this time, there are still funds remaining in your account balance. If you would like to withdraw these funds, we kindly encourage you to log in to your Snatch Casino account and submit a new withdrawal request following their usual procedure.

Should you need any assistance with this process, please don’t hesitate to reach out.

Dear Flowerblue and Casino Guru,

We are glad to update that the player has made the request for the remaining balance and it has been processed by the team today! At the moment, no other pending withdrawals remain and the game balance is empty. We thank the player for their patience and cooperation!

Respectfully,

Snatch Casino Representative

Dear Flowerblue,

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.

This has been resolved all I must say the casino did everything to stall this payment.

I do not recommend for players to play here if they want to have fun.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Flowerblue,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan