Snatch Casino - Player is facing delays in account verification.

I sent the documents for verification,

I don't get a response to my email and customer service doesn't give a clear answer

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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 advise 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?

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

Best regards,

Kristina

I sent an ID and a selfie with the document, which I sent a long time ago, but I still haven't received a response.

Please help, I'm not getting a response from the casino.

I see you're not helping either.

They lie to each other that the inspection will be coming soon, and it still hasn't arrived, they just say it's been several days.

Thank you for your reply, boka8911. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently handle hundreds of active complaints, and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint, and we always get back as soon as possible. Please bear with us. Thank you for your patience and understanding.

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Ok,and when can you help? 🙂

Hello. How may I help you?

Why hasn't my account been verified yet? Yesterday they promised to verify it.

Please, give me a moment to check that for you. Thank you!

ok

Thank you for your patience! I see that your request is under consideration by specialists. As soon as it is reviewed, you will receive an email reply immediately.

You've been saying this for a week and nothing has happened.

Read

I understand that this has tired you out and sincerely hope that the situation will be resolved soon.

I always get this response and nothing happens.

Can you help or not? 🙂

Dear boka8911

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, Martina ([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,

Kristina

Thanks 🙂

Dear boka8911,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Snatch Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

I don't understand why this casino is doing this to me.

I had a Skrill deposit and they are asking for a document of a crypto transaction which I obviously can't send because I didn't have a crypto deposit.

I also don't understand why they are asking for documents translated into English when I am Hungarian and I am receiving Hungarian documents which I sent as proof of address.

Please help me get my money now.

Dear Snatch Casino, can you please respond?

Dear boka8911 and Martina,

We requested your crypto wallet address because you initiated a withdrawal to that wallet. As part of our security standards, we must verify that the person requesting the withdrawal is the actual owner of the wallet. This helps protect your funds from any potential errors or unauthorized transactions.

We also forwarded your case to our KYC department for an additional review. They have confirmed that the verification was successfully completed, and your withdrawal has already been processed without any delays.

Respectfully,

Snatch Casino Representative.

I received the money

thank you very much 🙂

Dear boka8911,

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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.