Snatch Casino - Player faces delayed KYC response.

Hello, I have encountered a problem: for a week now, no one has responded to the email I sent to the KYC department. When I contact Support, they say I need to wait, and every time I get the same answer to wait. Moreover, I have already exchanged the money in the past, but for some reason this time they required additional KYC verification, even though it had been done before.

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 makes such a request, 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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Which documents did the casino approve in the past and which were not yet approved?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear topex and Casino Guru,

Thank you for bringing player's concern to our attention. The KYC department has made an email request for additional documentation to the player yesterday. At the moment, we are awaiting submission of those documents to proceed with verification.

Respectfully,

Snatch Casino Representative.

Good evening to everyone,

I didn't get any answer from KYC Department, only today when i contacted live chat support at Snatch casino, they answered me that i need to upload selfie with ID and also Snatch background needed. I Did it and already waiting for answer. Hope that this situation will end shortly and good for each side.

Thanks to both parties for the replies and updates.

Dear player,

• Has the casino approved your documents?

If the issue persists, please let me know.

Dear topex,

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.

Hello, Tomas,

No they didn't... already sent all required documents twice, but no respond and no answer in mail at all...

Dear topex

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Guru and topex,

Our KYC department requested a card verification from the player in order to complete the account verification process. However, the player did not provide any of the requested information or documentation related to the card.

Without these mandatory details, we are unable to finalize the verification procedure as required by our security and KYC standards.

Respectfully,

Snatch Casino Representative.

Dear player,

Could you please confirm, if you have provided the casino with the document mentioned in their last message?

Dear topex,

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.

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,
Mirka
Casino.Guru