The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The Complaints Team intervened after confirming that the casino's anti-fraud team had successfully completed the KYC verification. The player had been advised to wait for the payment, and once the verification was cleared, the issue was resolved. Without a response from the player confirming receipt of the funds, the complaint was marked for rejection.
Snatch Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €230
Snatch Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
The withdrawal was requested a week ago. After repeatedly asking why the payout hadn't been processed yet, the answer was that the so-called "Finance Department" always takes a while to process the payment or even has problems. However, I just noticed that all my withdrawals have been paused, and further "reviews" are underway to determine the fairness of my funds, and I can't withdraw them for an indefinite period of time. Apparently, this review has been ongoing for a week, but I wasn't informed of this, and as of this morning, the withdrawals were still pending. Support doesn't want to tell me anything more about it.
Automatic translation:
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6 months ago
Dear tunay08,
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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6 months ago
Translation
KYC verification has long been mentioned in passing. Supposedly, it checks the "fairness of my gaming session," which makes absolutely no sense.
Automatic translation:
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6 months ago
Dear tunay08 and Dominika,
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
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6 months ago
Dear Snatch Casino, thank you for the information provided.
Dear tunay08, please update us when you receive the money.
