The player from Portugal had requested a withdrawal less than two weeks before the complaint was submitted. While delays were explained as common due to KYC or high volumes, it was later found that the complaint was filed by someone else on the player's behalf. As only the affected player can submit a complaint, it was rejected and the case was closed with guidance to resubmit personally if needed.
Snatch Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: $558
Snatch Casino
Safety Index:HighCase summary
Discussion
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Public
8 months ago
Translation
Hello, I'm here through a friend who doesn't have an account here and asked me for help on this matter that I've been following since the beginning about Snatch casino (my affiliate) he deposited and got a bonus...I met the wagering requirements and now he can't withdraw because they say that the provider has to validate all the plays and I don't believe that....because there were several game providers .... and besides the bonus payment has to be paid as usdt...so far so good it was just sending it to a Crypto wallet...as it has been a long time and this is not normal as I am a super active player when it comes to casinos I come to make this complaint.
Thank you
Automatic translation:
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Public
8 months ago
Dear fbosousa69,
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
Regrettably, we are unable to accept complaints submitted by individuals other than the affected player. In the event of any difficulties, it is necessary for the player to personally submit the complaint, as we are unable to engage in discussions or disclose personal information to unrelated parties.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
