The player from Germany faces issues withdrawing his winnings due to a requirement for re-verification of his account, which he requested on December 7, 2025, but has not received a response. Despite depositing and winning, he cannot access his funds as his account remains unverified.
Snatch Casino - Player’s account verification is delayed.
Closed
Our verdict
Player stopped responding
Amount: €700
Snatch Casino
Safety Index:HighCase summary
Discussion
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2 weeks ago
Translation
My account was verified in the past. Last December, I saw that it needed to be verified again before I could withdraw any money. I emailed the KYC team on December 7, 2025, requesting to verify my account, but I haven't received a reply to this day.
I've now deposited again and won something, but I can't withdraw it because my account isn't verified.
I wrote to the live chat about this and they only told me that they were working on it, but they couldn't say how long it would take.
Automatic translation:
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2 weeks ago
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.
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2 weeks ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Dear Skorp,
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.
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yesterday
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,
Tomas
Casino.Guru
