The player from Cyprus had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The Complaints Team had communicated with the player regarding the typical processing time for withdrawals and had requested updates on the situation. However, due to a lack of response from the player, the complaint had been closed without further investigation. The player was informed that he could reopen the complaint in the future if he chose to continue communication.
Snatch Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,600
Snatch Casino
Safety Index:HighCase summary
Discussion
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8 months ago
I have been playing with Snatch Casino On and Off for almost 3 years now. I have been able to withdraw small amounts of 100-400 euro without any issues. Yesterday I got really lucky and won a big amount. Without notice my withdrawals got canceled and i got blocked from withdrawing my winnings. Upon contacting support they told me that i need to wait 14+ days for them to check my bets ( Fair Play) my question is. How can i cheat online casino playing blackjack and why do they need 14+ days to check my bets? It is an absolute disgrace. I have been playing online casinos for 5+ years and this is the first time i have heard anything like that. I understand the review but it should take 72 hours max!
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8 months ago
Dear chris111gate3,
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.
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8 months ago
Dear chris111gate3,
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.
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7 months ago
Dear chris111gate3,
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.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Nick
Casino.Guru
