Snatch Casino - Player claims that payment has been delayed.

Having played at Snatch Casino online and had previous successful withdrawals, when i instigated this one, i was asked to provide KYC documentation.

All of which i provided on the 22nd August.

In the meantime my withdrawal has been cancelled by Snatch and pushed back into my playable balance.

I understand the need for KYC documentation and the majority of the time its for player protection.

However, since providing the requested information..(driving licence, driving licence selfie in front of their website) i have not received a single communication from them.

I have spoken to support who seem to be copying and pasting auto responses and have no idea as to the status of my KYC documentation and also my withdrawal(Which they cancelled).

I would really like some help with this please, as they are not giving me any solid information or indeed, allowing my withdrawal. Yet they still push bonuses daily and have moved my cash back into playable funds that i will not be touching.

Really appreciate any help and insight please. Previous withdrawals took a day or two. This one is at day 7 with no end or conclusion in site with 0 information coming from the KYC team despite various requests both by email and also using their support channels. (Live chat).

I have attached withdrawal history and current status of account when attempting to withdrawal.

I believe they are witholding this cash in an attempt to get me to use it.

Which i wont and have provided all KYC documentation required.

I have also attached that screenshot of the original email which I responded to accordingly with the relevant documents.

Many thanks in advance

Arron

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

What is confusing is that i have had previous withdrawals and provided KYC Documentation before, as you can see from my withdrawal history.

I have no problem being patient as i like the casino overall, this just seems a little out of pocket and weird considering the history of successful withdrawals.

What i also find ridiculous is the complete lack of any information coming from the KYC team. Support have told me they have had the documents requested and also that they have escalated the process but still 0 contact from KYC since the original response.

Surely its within their best interests to communicate with their players and keep the aware and abreast of any delays or additional requirements. Rather than have player seek help elsewhere?

Anyway, I will wait a few more days, keep chasing them directly and be back here when it hits 14 days.

Heres to hoping it does not.

Thank you..i have reprocessed the withdrawal and once complete, i will close this as resolved.

Its a shame I had to voice my concern externally but solely down to the lack of updates.

I appreciate the response and will mark as resolved once all confirmed.

Withdrawal reprocessed on the 28th. Thursday.

48 working hours later. No withdrawal.

Spoke to Snatch Support who said they would escalate to the Finance team.

Despite sending all KYC information nearly 11 days ago.

Really disappointed in what is a fantastic casino for actually playing and normally for withdrawals in a timely fashion.

3 days until we hit 14 in total.

Checked in with Support again today for an update after being told yesterday it had been escalated.

Guess what ive been told today.almost word for word. Exactly the same.

Very very poor by Snatch.

0 answers and 0 customer care.

Do better.

What Resolution process? Passed KYC and withdrawn funds i won.

Todays chase for information.

My thoughts now are that Snatch and their sister casinos are actually a scam.

Very disappointing.

I am trying to keep this case updated with all communications, as despite the go ahead to withdraw funds after KYC processing, the withdrawal has not been honoured.

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.

Nope. I have 4 posts on this thread (waiting to be approved with evidence) in response where i have continued to request information from support.

An email i sent to the KYC TEAM last week, when my account was verified (again) was responded to, today. Around 7 days later.

All support staff copy and paste the same information and every single person has escalated my case with the same outcome. Nothing.

No updates. No communication.

Complaint to remain open please.

Dear player, could you please confirm whether your current withdrawal request is still pending?

Would you be able to send a screenshot of the withdrawal request?

Can you confirm whether the casino has requested any additional documents or actions from you, or if they’ve confirmed that everything is now complete on your side?

No further requests for information.

Just their post above saying KYC complete and a similar email.

Still "Processing".

Screenshot below of current withdrawal status.

For clarity, here are both requests. The one on the 21st that they cancelled when asking for KYC and the one on the 28th that i instigated again as a result of their response above.

Since then, barring the humourously late response from the KYC team, i have had 0 contact and when being proactive and speaking to Support have just been met with the same copy and paste messages via different support agents. Of which i have provided screen shots above in earlier replies.

Notice on last screenshots. Previous withdrawals done without issue and providing KYC information for those.

Notice on last screenshots. Previous withdrawals done without issue and providing KYC information for those.

Todays update after my daily request for information.

More of the same.

I will continue to chase daily and update in here.

Apparently my withdrawal is a priority which echoes what everyone else has said in the last 7 days. Clearly it is not a priority or it would have been paid out by now.

Unfortunately, that is not the case.

My withdrawal date has now been moved until today and is still showing as processing. I have received no funds.

Please aee screenshot below.

Dear Snatch Casino, thank you for the information provided.

Dear player, please inform us once you actually receive the funds in your account. If you encounter any further issues, feel free to let us know.

16 days since original withdrawal request.

Still nothing. No funds received. No direct comms from the casino.

No further information from support staff.

I am still receiving some awesome bonuses by email though, so at least that form of comms is working properly.

In light of fairness and being honest throughout i would just like to confirm that i have had an email this morning to confirm my withdrawal is successful. This matches up with the status within my account history on Snatch Casino.

However since receipt of that email and the account update i have received no funds into my chosen withdrawal account.

For the benefit of the doubt, i realiae that some of these things take time to reconcile.

If it does hit my personal bank soon,.i will close the complaint accordingly and thank all involved.

If it does not, i will update again here.

Its been 90 minutes between the email confirmation and no funds in my account yet. (an account i have used 3-4 times before to withdraw into)

Many thanks

As I said i would, i would like to confirm that this is now resolved and almost 20 days after initial withdrawal request the funds have now been paid and hit my chosen withdrawal account.

I would like it to be known that to get to this point has incredibly frustrating for a casino i have had 0 issues with previously.

Yet i have not had a word of an apology or indeed communication around why it has taken so long.

Snatch can definitely do better with communication to players in this situation and so players do not have to look for external help and intervention.

All the time whilst asking players fo refer a friend to their site.

I could not, under any circumstances do that for my friends to experience the challenges i did and have.

Thank you Casino Guru for getting involved and prompting some action.

Many thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika