Snatch Casino - Player's winnings are confiscated after account verification delay.

After receiving a bonus, I proceeded to complete the wager with the max cash out that was 100 USD.

I proceeded to try and withdraw and was not able to since I had to renew my KYC data. I sent my documents and for a week I had no response untill it got to the day my bonus expired. My account was verified an hour or two after the bonus expired conveniently. I contacted support and I was told since the bonus expired they could not credit it. I was stolen 100USD because KYC took a week to start the process. They credited some pity 50 free spins in order to soften the issue. They told they could not credit the bonus but credited one?! Why not just credit me the 100USD I fairly wagered?

Huge level of incompetence from the whole KYC and support side. I will not be playing in here ever again, and mind that I have been a user of Snatch for over two years and my account has a decent VIP status.

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.

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.

• Could you please explain when exactly you completed the wagering of the bonus, to your knowledge?
• How was it possible for a bonus where you already completed wagering, to expire?
• How did you learn you completed the wagering of the bonus?

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

Dear iTzEcztazy and Casino Guru,

Thank you for brining player's concern to our attention.

We would like to note that there are no restrictions for transfer of funds between bonus balance and USDT wallet during bonus active time, ongoing KYC only restricts withdrawals from fiat or crypto wallets. As such, it is not possible for the bonus to expire due to ongoing KYC verification. Any wagered bonus can be released by the player in their wallet.

At the moment, we are unsure of the issue player is describing and would like to request more details of the concern, regarding time and date of said expiration, the bonus in question and any screenshots to check the timeline further.

We want to note that we have no records of the player releasing any bonuses upon completion of the wager.

Respectfully,

Snatch Casino Representative.

Dear iTzEcztazy,

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.

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