Snatch Casino - Player's experiencing verification issues.

Account blocked due to lack of verification at Snatch Casino — unable to withdraw funds

Dear Casino GURU Team,

I would like to file a formal complaint against Snatch Casino. For more than a month, I have been trying to complete my account verification (KYC) in order to proceed with the withdrawal of my funds, but the process has remained completely stalled.

The problem is that, despite having submitted all the requested documents, I have never received the confirmation email required to move forward with the verification. For weeks, I have repeatedly contacted the casino’s support team, but I always receive the same evasive replies: that the KYC department has been "reminded" or that they "cannot provide any concrete dates." To this day, I have not received any official communication or resolution.

It is important to highlight that this situation makes it impossible for me to withdraw my winnings, which I consider an abusive and unfair practice towards the player. The casino does not provide clear answers or realistic timeframes, and instead keeps me waiting indefinitely.

For all these reasons, I kindly request Casino GURU’s intervention so that this case can be reviewed, and Snatch Casino is required to provide a formal and definitive response, as their behavior so far has shown a clear lack of transparency and seriousness.

Thank you in advance for your assistance with this matter.

Sincerely,

Mario Daniel V*** P***

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

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.

Stay safe.

Dear MarioD and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Snatch Casino Representative

Dear MarioD and Casino Guru,

We kindly inform you that the player's withdrawal request was successfully processed on our side, and the player should have received the funds. We hope that the player received the payout!

Respectfully,

Snatch Casino Representative

Hi Kristina. Yes, the casino has already made the payment after a long time. I appreciate GURU Casino's handling of this process.

But it's also worth saying that the process was long and winding. This shouldn't have happened.

Thank you again, and I'm going to consider this case closed and resolved!

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

Dear MarioD,

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,

Kristina