Snatch Casino - Player claims that payment has been delayed.

Hallo ich habe den Willkommensbonus mit 18k Umsatz geschafft, dann wollte ich auszahlen, dann habe ich mich sofort verifziert, dazu kriege ich keine antwort und kann auch nicht auszahlen, leider funkstille beim Casino...

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Guten Tag!

Nein, es hat sich überhaupt nichts getan. Ich habe den Live Chat gefragt was los ist und der sagt, dass die noch mehr zeit für die verifizierung brauchen?! Den Beleg des Chats habe ich sonst auch gespeichert. Dominika ich bin leider sehr verzweifelt

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please specify the bonus you used?

Could you please confirm whether you’ve contacted the casino to make sure they don’t require any additional documents or actions from your side?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear player,

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.

Hallo Dominika, ich habe dir ja gestern per Mail geantwortet…

Dear player, could you kindly let us know if the photos you submitted have already been verified by the casino? Did you receive any confirmation or feedback regarding your verification status?

Nein ich kriege keine Bestätigung oder Ähnliches und kann keine Auszahlung beantragen, da kyc gemacht werde. Muss steht dort…

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello nouri499, 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 pay out. 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? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear nouri499 and Casino Guru,

We would like to inform you that our KYC department has not yet received all the necessary documents for verification. Earlier today, a follow-up email was sent to the player requesting the missing documents. We kindly ask the player to check their inbox and provide the required documents as soon as possible.

Thank you for your understanding!

Respectfully,

Snatch Casino Representative

Thank you, Snatch Casino Representative, for explaining the situation to us. Much appreciated.

Dear nouri499, please let us know here once you send all the requested documentation to the casino.

Dear nouri499,

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.

Hallo Matej i send you all the done verifaciton yesterday 🙂

EDITED: Dear nouri499, I just noticed you have sent the documentation to the KYC team and I was just forwarded the message as a proof. Thank you very much. :)

Dear Snatch Casino Representative, please let us know if the KYC team now has everything they need, or if there are any further issues with the verification.

Dear nouri499 and Casino Guru,

We have been informed by the KYC department that the documents were reviewed by them fully and they were accepted. As such, player's verification is currently completed.

Respectfully,

Snatch Casino Representative

Hallo okey, ich habe grade die erste auszahlungsanfrage gestellt, mal schauen

This is great news! Dear nouri499, I will swap the timer your way. Please, let us know if there are any withdrawal issues, or once you manage to get all the funds safely into your bank account. Alternatively, if all goes as planned, you can use the "Resolved" button as an alternative.

Dear nouri499 and Casino Guru,

To provide an update regarding player's withdrawals, at the moment, all withdrawals have been processed successfully. We would like to thank the player for their patience.

Respectfully,

Snatch Casino Representative

Dear nouri499, please let us know once you receive all the money, and whether you are satisfied with the outcome. Thank you! :)

Dear nouri499,

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.

Hallo ja hat alles geklappt vielen Dank casinoguru

Dear nouri499,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Snatch Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. 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