Snatch Casino - Player’s winnings haven’t been received yet.

Hi, I won the amount in question on 13.8.2026. This was the max withdrawal from the welcome bonus in question at the casino. I immediately initiated 3 x $500 withdrawals. These were rejected after a few days of waiting. The casino asked for Kyc documents, which I sent immediately. The last document was sent 4 days ago, and there has been no response. The withdrawal status on the account is still "Withdrawal not possible".

It would be great if the casino could finally verify my documents and allow my withdrawal request. It's not fair to hold a customer's money for so long. Especially when withdrawing is such a hassle at that casino.

Thanks for your help in advance!

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.

Dear mikomikael,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear mikomikael and Casino Guru,

The player is currently undergoing a standard KYC verification process. As a part of this process, a request for a selfie with an ID has been made. Unfortunately, the provided selfie did not align with the requirements, outlined by the KYC department:

• document must be fully visible and readable, not cropped or edited
• player's face must be fully visible and in focus, not cropped, edited or in deep shadow
• casino's website page must be visible on the background on any device, no focus requirements but legible enough to distinguish as a page of Snatch

The department has sent a secondary request to the player and we are currently awaiting submission of sufficient documentation. If the player has re-submitted it recently, the KYC department will check the documentation in the order of a queue of inquiries.

Respectfully,

Snatch Casino Representative.

Hello,

The documents you requested have been sent several days ago according to your instructions. The first withdrawal requests were made on August 13, 2026. It seems that Snatch-Casino is deliberately delaying and not moving forward with the matter.

Best regards,

[redacted]

Dear mikomikael and Casino Guru,

The aforementioned selfie has been accepted by the KYC department after resubmission on August 25th. The KYC department has sent a request for additional financial documentation to the player's email inbox on the same day. If the player has responded to the request, an update will be provided as normal. Otherwise, we kindly ask the player to check their inbox and provide the needed documents.

Respectfully,

Snatch Casino Representative.

Hello,

I sent that bank statement you requested on Wednesday, August 26th at 12:08. After that, I asked again on Friday for a receipt or any additional information I needed, but no response. I'm just wondering how you respond here immediately, but rarely if ever to emails.

Best regards,

[redacted]

Dear mikomikael and Casino Guru,

Snatch Casino wishes to provide an update to the ongoing case. Since our previous message, the player has successfully completed their verification procedure and placed several withdrawal requests. At the moment, two requests have been processed fully with three further ones being worked on by the team.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

Thank you for the update and for processing two withdrawals right away within a week. To ensure transparency, we kindly ask the player to confirm.

Dear mikomikael,

I understand you have been waiting for this issue to be resolved.

Could you please check your account and confirm that you have received your withdrawals?

Your confirmation will allow us to move forward and close the case properly. Thank in advance.

Dear mikomikael,

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.

Hello,

Withdrawals have slowly started coming in. Thanks for your help!

Yt, [redacted]

Dear mikomikael,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jean

Casino.Guru