Snatch Casino - Player's account verification is delayed.

Hello, I want to file a complaint because I was told to send my kyc documents to the wrong email address and because of that, my account verification process is taking even longer. I have been in contact with vip team and their responses are getting weirder and weirder and they don't even apologize for giving me wrong email address at first.

I was able to withdraw 851 euros instantly on October 4 and since then I have been waiting. Starting with 24-72 hours withdrawal process, then they canceled my withdrawals and asked me for my documents which I sent the same day. I waited 4 days for them to tell me that they haven't received my documents. They keep sending me vip and regular deposit bonus emails but I'm not going to play again before this situation gets resolved + I don't want this process to take months as I have read other complaints here.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Has the casino acknowledged providing you with an incorrect email address?
• Were you able to submit documents to the casino so that they were received by the casino?
• Could you please share with me your communication with the casino regarding the issue? 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 very much in advance for your reply.

Best regards,

Tomas

Hi, they didn't tell me much after giving me a misleading email, they just said to send the documents to another address, which I did and haven't received any feedback from them about my documents yet.

I sent screenshots to your email.

Regards

My kyc documents got verified and to make withdrawal suddenly i had to play through some money, i did that and made 859 euros withdrawal (this is max i can), now i am waiting if this goes through and next ones aswell.

Thanks for your replies and the information provided via email.

• Was your payout from October 15th processed successfully? Has the money reached your bank account?

Please let me know.

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

Dear Capy,

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,

Tomas