The player from Germany had been waiting four months to withdraw €500 but faced repeated verification requests, including a selfie with the casino site open. Despite sending all required documents, he had not received any updates from the KYC department since July, which caused frustration over the prolonged withdrawal process. The issue was eventually resolved, and the player marked the complaint as resolved after receiving confirmation regarding the status of his withdrawal. We appreciated his cooperation throughout the process.
Snatch Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Snatch Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Translation
I deposited €30 on May 15, 2025, and played. Now I have €500 and wanted to withdraw it. I've already been able to withdraw there, so I thought it was safe. Then the site was updated, or there was an update, and since then I've had to re-verify myself. I sent all my documents, and they kept asking me to do other crazy things, like take a selfie in front of a monitor with the Snatch site open, and include my selfie in the picture. That alone is a real imposition, I think... it's been a long back and forth ever since. I haven't received any emails from the KYC department since July, and support can't do anything except keep prioritizing the case, which apparently doesn't help at all. I've been trying to withdraw €500 for half a year, and I'm at my wit's end...
Automatic translation:
Public
Public
5 months 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 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.
- Is your player's account currently accessible to you? Can you log in, deposit, and play?
- What is the verification status of your player's account, to your knowledge?
- Could you please share with me any recent relevant communication between you and the casino? Send emails or chat transcripts to my email at tomas@casino.guru, 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
Public
Public
5 months ago
TranslationHello Tomas, yes I can log in and deposit and play.
The process has reached the point where it's being reviewed with high priority, but it's been months since then. As a final message, I was asked to send proof of address and confirmation that I own the bank account. I did that, and I haven't received anything since. I'll submit the email history as soon as possible.
Thanks
Automatic translation:
Public
Public
5 months ago
Dear ZeroDown24 and Casino Guru,
We have made an inquiry to the KYC department regarding the status of the player's verification. The department noted that they had issues sending emails to the player's domain due to blocking by the host. However, they have deemed that already provided documentation is sufficient to expedite and finish player's verification at this stage.
Respectfully,
Snatch Casino Representative.
Public
Public
5 months ago
Dear ZeroDown24 and Casino Guru,
To provide an update in the ongoing matter, the financial department has received a withdrawal request from the player and successfully processed it earlier today. At the moment, no pending withdrawal requests remain.
Respectfully,
Snatch Casino Representative.
Public
Public
5 months ago
TranslationThat's the case...I was suddenly able to request a payout yesterday, after my complaint was received here. I've done that now, and I'm curious to see if everything goes smoothly. It's strange that the documents are now sufficient to fully verify me. I've also received emails, but only very rarely and constantly requesting new documents. 🙄 Anyway, I hope everything's sorted out for you and the payout is approved.
Many thanks to CasinoGuru and thanks to the Snatch Casino representative for their quick action. Thank you.
Automatic translation:
Public
Public
5 months ago
TranslationThe payout was processed quickly, and that's it for me. It may have been an oversight and an isolated incident, but waiting almost half a year for a payout isn't pleasant at all. That makes it all the more wonderful to get help from CasinoGuru, and as you can see, it all happens very quickly. Many thanks to Casino Guru, and that's it for me. 👍🏼
Automatic translation:
Public
Public
5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ZeroDown24,
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,
Tomas
