Snatch Casino - O pagamento do jogador foi atrasado.

Hello,

I requested a withdrawal on Friday, March 28th, after winning a certain amount, but it was rejected and the withdrawal option was locked shortly after. Since then, I’ve contacted support multiple times and I keep receiving the same response — that my session is under investigation by the provider.

Today marks the 14th day and I still haven’t received any update regarding the matter. I also sent an email, but haven’t received any reply. They never explained why it was rejected either and even to this day I am asking them and they don’t say why.

My KYC has been completed a long time ago, and I’ve been an active player on your platform for many years without any issues until now. This lack of communication and delay is very frustrating and disappointing.

Dear AnastasiaDrak,

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.

Maybe I didn’t explain something correctly.

KYC had been done ages ago due to I was an active player in this casino. I’ve authenticated all the forms of payment.

Regarding the withdrawal they don’t let me withdraw any amount and as a response I get that it is being under investigation. I requested the withdrawal on FRIDAY 28th of MARCH the requested days of waiting have passed and I don’t have any updates. Today marks the 14th day of the timeframe.

I am really patient about it but all this with no communication and no reason explaining why.

A small update, they say it is being checked by the provider even if we are out of the timeframe.

The agents are saying different things, that it may need a day or two more and today they told me that it may need up to a month.

I dont know what is happening any more with this casino.

I thought that today i will get an answer but still nothing.

Dear AnastasiaDrak,

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.

Hi,

As mentioned above no ,still no update and I still can’t withdraw the money.I am sending you a screenshot of the withdrawal window.

Hello,

I’ve messaged them multiple times since and I am getting the same answer that they are still checking the session and I can’t withdraw the money and they can’t do anything.

The 14 days have passed and even one agent said that it could up to a month (?) .

I don’t know what is happening in this casino anymore. I have no updates and I can’t get my money.

A quick update until you examine the complaint.

No answer in the live chat I have send them another email no answer when the checking will be complete.

I hope you find a solution because i dont think i can anymore

Thank you AnastasiaDrak for all the information provided so far. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi, I hope your response will be sooner than 7 days.

Hello AnastasiaDrak, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Snatch Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual and why checking on the game play history takes so long? I would also appreciate if you could provide us with any and all relevant evidence. In case of need to share sensitive details, you can e-mail them to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

nice to meet you Matej! If you need anything of me happily to provide it to you

Are they gonna answer anytime soon? We are already 21 days with no updatea what are they wiating for?

Hi Matej!

If they don’t answer what you can do?

Hello, apologies for a late response. The last couple of days were kinda busy.

I will send couple of more messages to our contacts within the casino. So far this casino in particular always responded to the complaints and sorted them out amicably, so I am not worried yet. Usually in the worst case scenarios, unresolved complaints tend to lower the safety index of the casino as a warning for other players, and many casinos do "wake up" after the rating drop. However, I believe this will not be the case here.

No worries I understand!

Let’s hope for that Matej it is really frustrating that they don’t respond, even their live chat isn’t responding at all or closing the chat without answering my questions. But my hopes are really low after all this!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Matej!

A small update because they dont answer. They requested a KYC verification (even though I’ve completed one in the past),asking a driver’s license and ownership proof of my Bank Account.

Please don’t close the complaint as I am sure they would do everything they can to delay the withdrawal. It may took them days to complete the kyc if we see the "checking" of the gaming session.

Dear Anastasia, I can keep the complaint open for you, if you believe it will help to get it sorted. But if the result will not happen within a reasonable time, or the casino does not even acknowledge the issue, we will have to close the complaint eventually, and that will negatively impact the casino safety index. But for now, we'll keep it open and hope for the best. :)

I have sent another message, hopefully the casino replies before the timer runs out.

Not to be rude but i dont think so anymore.

The KYC is not completed yet though. I am still waiting

Dear AnastasiaDrak and Matej,

Please be advised that we have completed checking. 

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Snatch Casino Representative

Yes they finally did their job and managed to get my winnings.

After one whole month they did. I will update the forum but I don’t recommend them.

Really slow processes and no updates as they should have done after multiple mails and messages.

Thanks Casino Guru team for everything you have done. You can close the complaint!

Dear AnastasiaDrak,

This is great news" I am glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation, and would like to thank the Snatch Casino Representative for helping with the issue. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru