Snatch Casino - Player’s account appears to be closed.

Everything was fine before management and ownership change. I never had issues with deposits and withdrawals. After ownership of casino is changed my withdrawals at total amount of 910 € were cancelled. Also I couldn't make new withdrawal requests because my "gameplay is being reviewed by provider". 3 weeks they tried to find "violation" and seems they "found" it. I can't login to my account, several times tried to password recovery which also didn't help. I think they just blocked me without any notification.

Dear Vahmur,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Have you contacted the casino to inquire about the reason for the account block?

Could you please share your communication with the casino regarding the blocked account? 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.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

My account was verified. I remember I contacted one time after they cancelled and agent told they will check soon. I play different games and I don't accumulate winnings. Now I can't contact them because I can't even login.

Dear Vahmur, did you receive any email from the casino informing you about the account block or explaining the reason for it?

Could you please share any communication you had with the casino? You can forward the emails or screenshots to dominika.l@casino.guru.

Also, please note that the casino’s live chat and email support should still be available directly on their website, even if you can't log in. It may be worth reaching out there again to ask for an update on your case or to request clarification about your account status.

My account was unblocked after I contacted them couple times. However withdrawal isn't possible yet. Over 1,5 months they had time to check any activity and bets and they didn't. Casino continue blocking my withdrawal option.

They converted my EU balance to USD. Now it's 938$ instead of 910 EU.

Dear Vahmur, I would like to kindly inform you that I haven’t received any communication between you and the casino yet.

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.

Ok. I Communicated today just for you.

Thank you very much, Vahmur, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Vahmur,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been blocked. 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 state the reason why the player is not allowed to withdraw the money?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vahmur and Martina,

We fully recognize the importance of this matter and want to reassure you that we’re doing everything within our power to reach a resolution as swiftly as possible.

Right now, a detailed review of your case is underway, and we hope to finalize it soon. Your patience and understanding throughout this process mean a great deal to us.

Thank you once again for your continued trust and collaboration. Should you have any further questions or require support, don’t hesitate to contact us anytime.

Respectfully,

Snatch Casino Representative

Snatch Casino Team, thank you for the involvement and update!

Dear Vahmur, when you have some update, please let me know. Thank you

Oh they woke up. But yet I don't see an answer from these people. They finally finished their so called checking couple days ago but they cancelled again my withdrawal request. I received a email with a request to send my passport or DL. I sent both. I could not withdraw yet. I contacted support they promised to fix it. Yet I can't withdraw. They just Avoid to withdraw that's clear. Just like scammers do.

Let´s wait a few days and see

Dear Martina, I remind you what this casino wrote: "Right now, a detailed review of your case is underway, and we hope to finalize it soon". This was 6 days ago. This guy's are liars, you should understand it already: "underway", and "finalize soon" i do understand it should be about 1-2 hours or at least a day. Don't you think they should have done it 3-4 days ago? Yes, just like scammers do! They had 40 days after my compliant and did not anything, you see they have nothing to say and you don't want to move it forward.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Vahmur and Martina,

Our KYC team has sent you a request today for some additional documents required to proceed the verification process.

We’re currently waiting to receive them from your side.

Rest assured, as soon as your documents are submitted, our team will process everything as swiftly as possible.

If you have any questions or need help with the upload, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Nonsense! First I received a email with a request to send my passport or DL. I sent both. Then I received a email with request to send a selfie with one of my IDs. I sent selfies with both.

Today I received a email with request "provide your photo with your ID document in hand in front of our website in good quality ". I replied them to ask what did they mean "in front of our website". No answer yet. Sounds like nonsense. Martina, you may have known better about such requests made by casinos. Can you please try to explain it n English the meaning of your High safety rated casino's KYC team words?

I contacted support and found out that "in front of our website" mean with their website opened on PC or a phone. I took a photo with a phone opened their website in one hand and driver license in other hand. All is readable in ID and phone.

I told them I am not going to send anything more. I guess all their excuses are exhausted. They will not have any reasons to reject withdrawal. All the same this kind of behavior doesn't speak anything good about snatchcasino. I will never recommend anyone to join their website. They will get what they deserve.

Dear Vahmur,

I completely understand how this situation may feel frustrating, and I truly appreciate your patience throughout the process. While the request for a selfie holding your ID and displaying the website might seem unusual at first, please know that this is actually a very common verification step across the industry.

I recognize that being asked to submit documents repeatedly can be tiring. However, since the casino is unable to verify your identity in person, these measures are in place to ensure the security of your account and that any funds are released to the rightful owner.

I would kindly recommend complying with the casino’s request for the additional documents. If you have any concerns or need assistance, please don’t hesitate to reach out — I’m here to help.

Once you've uploaded all the necessary documents, just let me know.

Dear Martina

Seems you didn't read my messages.

I did send them selfies. I sent them selfies holding IDs several days ago.

Yesterday they wanted me to hold a phone with their website open in one hand and an ID in other.

As I informed in previous post I DID take photo as they requested and DID send it to them. And informed that it's a last time as it becomes mockery

But up to this moment I can't withdraw yet. So I did do ALL they wanted but they still try not to pay.

And I am very very disappointed at your indexes given here. Even if they pay that doesn't mean that they deserve high index.

Dear Vahmur,

Thank you for sharing your experience — I’m really sorry to hear it hasn’t been a smooth one. I completely understand how frustrating that can be, and I appreciate you taking the time to let us know.

At the same time, the casino works with a large number of players, and many have shared positive experiences, which are reflected in their reviews. We try to take all perspectives into account when creating our Safety Index, which considers many different aspects. If you're curious about how our ratings work, you can find more information here: https://casino.guru/our-casino-reviews.

Please do keep me posted once you hear back from the casino about the latest document you submitted, or let me know even when you do not receive any feedback! I’ll be happy to follow up from there.

Dear Martina.

Not possible to withdraw yet.

I just remind you that casino promised  "finalize soon" 2 weeks ago. We both found out that was just another lie.

What's your function here? Just to wait what is casino's response? What if they don't respond or don't enable my withdrawal another week for example?

Dear Snatch Team,

Can you please let us know if there is any problem with player´s withdrawals? Why cannot he still withdraw anything?

Thank you very much for the update!

Dear Vahmur and Martina,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Snatcjh Casino Representative

Dear Martina

They try to mislead again.

This becomes funny what else they are going to do to delay payment.

Today I received this email

"So we can proceed with the verification procedure, please provide a photo of the front and back side of your payment card you used for payments to our platform."

Of course, they should know that I didn't use any payment card in their platform. The latest deposits are made using Neteller.

Dear Snatch didn't you have chances to check my payments made?

Thank you both for the update!

Hi Vahmur, when you mentioned "latest deposits," could you please clarify—does that mean you used the payment card before, but the most recent deposits were made via Neteller?

As I mentioned I  did Not use Any payment card in their platform.

Thank you, Vahmur!

I was just wondering—would you mind sharing how you topped up your Neteller account? I'm particularly curious if there’s a chance you used a payment card for the deposit.

Thanks in advance for your assistance!

Even if I had topped up Neteller using a card that doesn't mean that I deposited using card, and of course it should not be casino's business. That's nonsense. However I didn't even topped up Neteller using a card. That all means one of 2 things: these people avoid paying - just like Scammers do, or they are very highly unprofessional which is very strange considering their bid experience. In both cases of course it's not the behavior that we expect from a "safe" called casino.

I completely understand your frustration, Vahmur, and I truly empathize with your situation.

At this point, I’d like to reach out to Snatch Casino to kindly ask for clarification regarding their request for a photo of your payment card—especially since, as you've mentioned, it hasn't been used for any deposits on their platform.

Thank you in advance!

Dear Vahmur and Martina,

Today you have received a letter from the KYC department requesting for additional documents. 

We are awaiting your reply.

We will ensure that they process your request as soon as possible.

Respectfully,

Snatch Casino Representative

Dear Vahmur,

Just checking in—have you had a chance to send the additional documents to the casino?

Once you've done so, I would appreciate it if you could kindly let me know.

Thank you in advance.

Yes. I did. They wanted my Neteller screens I sent them.

Wonderful — thank you very much!

Dear Snatch Team,

Is there anything else you require from the player at this stage, or are you now able to proceed with the withdrawals?

Dear Vahmur and Martina,

We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.

At your earliest convenience, we kindly ask you to review the message and provide the requested information. Once received, we will ensure that your request is processed as promptly as possible.

Thank you in advance for your cooperation. If you have any questions or need any assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

I will just share here the messages. Everything is clear. These guys are Scammers 100%. Btw their website doesn't work at the time

Their message

"Dear Player,

So we can proceed with the verification procedure, we kindly ask you to provide a detailed statement from your Neteller account where these transactions and your full name and surname are all seen, thank you."

My reply to them

"Hey scammers! 

I'm now 100% sure you are Scammers!

I sent you statements the Neteller system gives. Also I sent you my personal details page in Neteller.

I can't drow it the way you want, you scammers.

If you scammers show me the way, what exact statement do you want I will send you the way you wanted. 

What can you say now scammers?"

 

Dear casino.guru

You, as observers who watch and do not make any decisions, by doing so you support scammers like this casino.

Dear Vahmur,

Could you please also send me a detailed statement from your Neteller account, showing the relevant transactions as well as your full name and surname, as required by the casino?

Kindly send it to: martina.b@casino.guru

Thank you in advance!

Dear Snatch Casino Team,

The player has stated that the requested document has already been submitted. Could you please clarify if there is any specific issue or missing detail that requires it to be submitted again?

Thank you for your cooperation.

Dear Martina, I guess you should sell ice creams instead of reviewing cases.

No dear Martina! Of course No! If you didn't know the way that Neteller shows it's transaction payment details you should understand by my previous message. Maybe you or your beloved casino will show how to have statements they wished. I will send you the transaction details the way Neteller app is available to show... And personal details page showing my personal details. I'm tired of this sh*t!

After all Any Neteller payment receiver can clearly see the name and the email of the sender. If anyone want additional details, about transaction of Course I can Do give it the way the Neteller system available to give. It shows amount, the Transaction ID and the date.

WTF?...

I understand that you have been angry and frustrated, but please keep in mind, we are trying to help you, not the other way around. If you believe that other services are more suitable to provide you with more help, you are free to do so.

In a meantime, please understand, I cannot assets the bank statement I haven't received yet.

So, be so kind and send it to my email.

Thank you in advance

Of course dear Martina

I try to keep in mind that you try to help me.

I may look soo ungrateful when I realize that you don't read my messages...

I sent NETELLER screenshots to your email. I guess you meant NETELLER SCREENSHOTS but not bank statements, right?

Dear Casino,

 

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

 

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

 

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

 

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

 

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

 

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Your warning worked nice. They withdraw my money. That was my goal to make you to react. It worked and casino now informed that an violation by them may directly change their reputation for many customers and they also reacted.

Thank you, thank casino.guru staff, great job

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

Dear Vahmur,

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,

Martina