Snatch Casino - Player believes that their withdrawal has been delayed.

So I made a post in the general discussion aswell about my problem (https://casino.guru/forum/casinos/snatch-casino---general-discussion/19#) . So now, they returned the money on my account, and I can no longer request a withdrawal, since I get met with a message that says

"Withdrawal isn’t possible Your previous bets are being reviewed by game or sport provider to ensure the fair play. You can withdraw again once review is completed"

And can't do anything, last time I contacted support they said they will come back to me by email (when my withdrawal was still in processing state) but now, they just did this without any clarification and without any emails trying to reach out to me.. So I'm just trying to seek justice even tough it's not a big amount of money, seems like they are doing this to alot of players since their rebrand..

Dear samander683,

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.

The problem is as of now, that the money has been put back on my account, and the withdrawal is cancelled, and as my attached screenshot, I can no longer request a withdrawal..

Dear samander683,

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.

Dear samander683,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.