Snatch Casino - Player's withdrawal has been delayed and account issues persist.

Good evening, I have been a customer at snatch casino since 07/10/2024, when they certified me. I played normally until February 2025 and had no problems making deposits and when I won, I made some withdrawals. In general, I have made deposits of around 11,000 Euros. In general, I am a loser. In February, before they changed the page and renewed it, I had €1,262.80 in it. As soon as they renewed their page, the problems started. At first, for 2 months, they had me under control from the provider, after which they did not find anything. As soon as they released me and I went to make a withdrawal, they told me that I could not and that I had to bet 20 times the amount I already had in it. This is something that happens to you, new players, there was no bonus. I talk in the chat and they fix the problem. They fix this and I ask for €500, they ask me again for account verification and identity. I send them and they have had me again for two weeks and I can withdraw. I don't want to play at this casino anymore because I think they are making fun of me and I want all my money back. I have an email and a screenshot that I can send you so you can see what I am saying and how many times I had bothered them. And because there are a lot of them I can send them to any email you tell me to help me. Thank you very much

Dear bill8101981,

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.

• Is your player's account accessible to you? Is your option to request a withdrawal disabled?
• How did you learn about your account being blocked?
• How did the casino justify the additional wagering requirements imposed on you?
• Did you achieve your current balance with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• If there is any additional evidence you consider relevant to the issue, please share it here as screenshots or send the information to my email at [email protected]

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Now they haven't banned me from playing, I can log into my account normally. They had me under investigation for 2 months after they found nothing wrong, how could they find anything since I'm already lost? I never use bonuses. I was playing live casino. I'm sending you a screenshot and emails that I've exchanged via email.

Thank you very much, bill8101981, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear bill8101981,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Snatch Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Snatch Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear bill8101981 and Romi,

We would like to inform you that we are now awaiting the remaining information needed to proceed with the verification. Once all required documents are received, we will ensure that your request is processed as quickly as possible.

If you have any questions or need assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

I have sent everything you have asked for. If there is anything extra, please ask me.

Hello.

Thank you all for your cooperation.

Dear bill8101981,

Please let us know whenever you have any updates.

Respectfully,

Romi

Good morning, even though I have sent them all the information, they still haven't verified it so I can make a withdrawal.

They still haven't identified me even though I've sent them all the information they asked for.

Dear Snatch Casino,

Could you check if everything is fine with the documents, please?

Best regards,

Romi

Dear bill8101981 and Casino Guru,

We would like to inform you that we will provide an update during the KYC department’s working hours. Currently, the KYC team is outside of working hours, but we will follow up with more information as soon as they are available.

Kind regards,

Snatch Casino Representative

Dear bill8101981 and Casino Guru,

We would like to inform you that the KYC department has earlier requested certain documents from the player (namely, confirmation of the Noda account in PDF format in English). The KYC department is still waiting for this document from the player to verify the account. Thank you for your understanding!

Kind regards,

Snatch Casino Representative

Honorable Men,

I would like to express my strong dissatisfaction regarding the handling of my payment and the continued delay on your part.

I sent you my bank account document in a timely manner in the official format provided by e-banking. However, today you have decided to ask me again for the same document, this time in English. This request clearly appears to be a pretext, with the aim of further delaying the payment.

I have worked with other platforms in the past and I have only encountered such tactics from you. It is important to emphasize that you have already verified and paid me in the past without similar problems.

I will visit my bank tomorrow to collect the document in English and send it to you. However, I request explicit confirmation that there will be no further delay or additional requirement from you.

I expect an immediate resolution of the matter.

I have sent you my bill in English. I wonder if you will consider delaying my payment.

Dear bill8101981 and Casino Guru,

We would like to sincerely apologize for any inconvenience caused and inform you that our website is currently undergoing technical maintenance.

We understand how frustrating this may be and truly appreciate your patience and understanding during this time. Please rest assured that once the maintenance is complete, all relevant information will be thoroughly reviewed and addressed as a priority.

Thank you again for your continued support and trust!

Respectfully,

Snatch Casino Representative

Dear bill8101981 and Casino Guru,

We would like to inform you that the maintenance is now ended, and the website is working as usual. We apologize for any inconvenience this may have caused.

We also want to let you know that our KYC department could not accept the document recently sent by the player, as it does not contain the required information for verification. A detailed email has been sent to the player with clear instructions on which document needs to be provided.

We kindly ask the player to check their inbox and send the correct document. We hope for your understanding!

Kind regards,

Snatch Casino Representative

Dear Guru,

I am forwarding to you exactly what I had previously sent them by email. They have already paid me before and they already have my bank account details.

Now they are requesting it translated, which I have already provided. Please note that this is exactly how the system of the bank issues the document in translated form, and that is why it also carries the document ID.

I am also sending you again what I had already provided, but now they additionally require a stamp and a signature from the translator, even though the document is officially issued and includes my ID.

I kindly ask for your intervention on this matter.

Regarding your request, I would like to clarify that the document was issued directly by the bank. The translation was not done by a person or an external agency, but automatically by the bank’s system itself. That is why the document also contains a Document ID for verification.

Thank you all.

Dear Snatch Casino,

Could you inform us whether the documents were accepted, please?

Thank you in advance.

Respectfully,

Romi

Dear bill8101981 and Casino Guru,

We would like to inform you that the player has not yet submitted all the documents required for verification. Earlier today, our KYC team sent the player another email requesting the missing document (specifically, proof of address).

We kindly ask the player to check their inbox and provide the requested document so we can proceed with the verification process.

Thank you for your understanding and cooperation!

Best regards,

Snatch Casino Representative

Although they had them, I sent them as soon as I received their email. I also have the emails to send you, guru. I will not delay in responding, unlike them.

Dear bill8101981 and Casino Guru,

We have received an update from the KYC department that the provided documentation were reviewed and the verification was completed. The player is now able to proceed.

Thank you for your understanding and cooperation!

Best regards,

Snatch Casino Representative

Thank you very much, Snatch Casino, for the information.

Dear user,

Please update us whenever you receive the withdrawal.

Thank you in advance.

Best regards,

Romi

Good morning, I have requested the first €500 and am awaiting the deposit. I will keep you informed of its progress.

Dear bill8101981,

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.

Good morning, the first 500 have been deposited, I'm waiting for the remaining 500 that I requested, thank you.

Dear bill8101981 and Casino Guru,

We are glad to provide an update to inform that player's pending withdrawals have been processed fully by the team. At the moment, no other pending withdrawals remain.

Best regards,

Snatch Casino Representative

Thank you for the cooperation and especially GURU CASINO

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

Dear bill8101981,

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,

Romi