The player from Germany had been waiting for nine months to withdraw his winnings from Snatch Casino, which had blocked the withdrawal and prolonged the KYC process. He had submitted all required documents multiple times, including official translations, yet faced repeated delays with no legal justification for withholding his funds. The casino had insisted on receiving bank statements from the last three months despite the player's deposits and activity occurring nine months earlier, causing a dispute over document relevance. We had recommended the player provide the requested recent bank statements as part of standard verification procedures. The issue was marked as resolved after the player confirmed satisfaction with the outcome.
Snatch Casino - Player’s withdrawal has been delayed for nine months.
Resolved
Our verdict
Case closed
Amount: €850
Snatch Casino
Safety Index 9.8 Very highCase summary
Discussion
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1 month 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 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.
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1 month ago
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 accessible? Can you log in?
- When was the last time you were in contact with the casino regarding the issue?
- Could you please specify how much you deposited in the casino within 30 days of your win? (August 2nd- September 2nd)
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? 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
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1 month ago
Dear Dirty2Dirk and Casino Guru,
The player is currently undergoing a financial review, initiated by our payment processing partners, based on their internal security parameters. This is a standard procedure, which involves confirmation of sourcing of the funds provided to engage in gameplay at Snatch. This procedure is aimed at compliance with the Terms and Conditions of Snatch:
6.6. Players may only use their own personal funds to fund their account. If Players use this Website, they confirm that the money deposited to their account isn’t borrowed and have a clear and legal source of wealth.
The most recent documentation requested by Snatch includes financial documentation which proves the source of funding for the last 3 months, provided either in English or with official English translation. Unfortunately, the documentation provided by the player includes details for 2025, which is not sufficiently recent for the purposes of the inquiry. The KYC department has sent the player another reminder of the requirements to pass the review and we are currently awaiting submission of the correct documentation. We kindly ask the player to check their inbox and re-submit the documents as requested.
Respectfully,
Snatch Casino Representative.
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1 month ago
Translation
Hello Tomas,
Hello Snatch Casino representatives,
The casino's argument is mathematically and logically incomprehensible.
The casino representative cites clause 6.6, according to which a player must prove a legal source of funds for the money deposited.
My last deposit and my last bets at Snatch Casino took place in August and September 2025 – about 9 months ago. Since then, I haven't deposited or played a single cent.
The Postbank account statements I have already submitted (including the required English translations) cover exactly this period (September 2025 to January 2026).
These documents fully demonstrate the origin of the funds I actually used for gambling and deposits at that time. They prove the regular, legal monthly deposits to the Federal Employment Agency.
If I submit documents to the casino from the "last 3 months" (i.e., from 2026), as requested, they will logically show no transactions related to Snatch Casino, since I wasn't active there at all during that period. Current documents from 2026 cannot possibly prove the source of funds deposited in the summer/autumn of 2025.
The documents I submitted are completely up-to-date, comprehensive, and entirely sufficient for the period of the payments. It is obvious that documents are being requested that are irrelevant to this specific case, solely to further delay the payment of €850.06 since September of last year.
I ask Tomas from CasinoGuru to stop this obvious delaying tactic and decide the case in my favor.
Sincerely,
Dirk *****
Edited by a Casino Guru admin
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1 month ago
Dear Dirty2Dirk and Casino Guru,
We wish to reiterate that the initiation of financial review is made in cooperation with the payment processing companies. As such, the requirements might be coming not only from us, but from financial institutions, which might require up-to-date documentation. As such, submission of outdated documents might not be accepted by any of the parties involved. We are currently awaiting for documents within the last 3 months of the request for the financial review.
Without such documentation, financial partners might not be able to permit the transfer per their internal security protocols. In the meantime, we are continuing our inquiry with the financial partners regarding possibilities of acceptance of outdated documentation, however, we are not able to guarantee such confirmation at this time.
Respectfully,
Snatch Casino Representative.
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1 month ago
TranslationHello Tomas,
Hello Snatch Casino representatives,
The casino's response lacks any logical or regulatory basis.
The casino is requesting documents from the "last 3 months" (i.e., from the year 2026) to verify the origin of funds. Let me reiterate this for clarity:
"My last deposits at Snatch Casino took place in August and September 2025. Since September 2025, I have not deposited a single cent and have not played."
The Postbank bank statements I have already submitted cover exactly the period of these deposits (September 2025) as well as the following months. They show without gaps that the funds used originate from a legal, governmental source (Federal Employment Agency).
It is regulatory impossible to prove the origin of gaming stakes from 2025 using bank statements from 2026. Current bank statements from 2026 contain no transactions related to Snatch Casino and have no connection whatsoever to the winnings from September 2, 2025.
If the casino claims that my documents from September 2025 are "not current enough for the purposes of this request", then conversely, this means that the casino is refusing to verify the actual source of the deposit.
I have submitted all relevant documents for the period in which the money was deposited, in English translation. This persistent demand for irrelevant documents from 2026 is a pure delaying tactic to block the disbursement of €850.06.
I ask Tomas to intervene here, as I have long since provided all the required and logically relevant evidence.
Sincerely,
Dirk *****
Edited by a Casino Guru admin
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1 month ago
Dear Dirty2Dirk and Casino Guru,
Unfortunately, if the player refuses to provide the documentation requested, we are unable to complete the financial review and release the funds. Snatch Casino reminds that the requested document is listed among the documents that can be requested in our KYC policy, which is a part of the Terms and Conditions the player agrees to when signing up to Snatch:
1.3. Additional identification documents are:
...Bank Statements not later than 3 months, that show the User’s financial transactions, indicating regular income or other sources of funds.
Respectfully,
Snatch Casino Representative.
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1 month ago
TranslationHello Tomas,
Hello casino representatives,
The casino's argument lacks any legal or logical basis.
The casino refers to point 6.6 of its terms and conditions. This clearly states that a player must prove the legal origin of the deposited funds.
My successful deposits and bets on this platform took place exclusively in August and September 2025. Since September 2025, I have not deposited a single cent or played any games.
The Postbank bank statements I have already submitted (including the requested English translations) accurately reflect the period of these deposits (September 2025). They provide unequivocal proof that the funds used at that time originated from a legal, governmental source (Federal Employment Agency).
The casino now claims that these documents are "not up-to-date enough" and is instead demanding financial documents from the last 3 months – i.e., from the year 2026.
That's completely impossible: Bank statements from 2026 logically contain no transactions to Snatch Casino, as I wasn't active there at all that year. Current statements cannot possibly prove the source of funds deposited nine months ago in 2025. A "source of funds" check must always refer to the time of the deposit, not to the present day months later.
It is obvious that the casino is using a standard, unfounded excuse to deliberately block the payment of my legitimate winnings of €850.06 since September 2025. I have provided all relevant evidence.
I urge Tomas to stop this obvious delaying tactic and decide the case in my favor.
Sincerely,
Dirk ****
Edited by a Casino Guru admin
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1 month ago
TranslationHello Tomas,
I am attaching important evidence to the complaint here (see PDF attachment "Gmail - verification"). 
ation.PDF").
This email exchange clearly shows that this KYC and verification process has been running since September 2025! I successfully completed all the regular identity checks and fairness checks back then. Now, in 2026, the casino is demanding "current documents from the last 3 months" for a case they themselves have been dragging out and failing to resolve since September 2025.
This irrefutably proves that the casino's argument ("documents from 2025 are not up-to-date enough") is invalid. The delay was caused solely by the casino itself.
Please review this comprehensive evidence of stalling tactics.
Sincerely,
Dirk ****
Edited by a Casino Guru admin
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1 month ago
TranslationHello Tomas,
I am attaching important evidence to the complaint here (see PDF attachment "Gmail - verification").
ation.PDF").This email exchange clearly shows that this KYC and verification process has been running since September 2025! I successfully completed all the regular identity checks and fairness checks back then. Now, in 2026, the casino is demanding "current documents from the last 3 months" for a case they themselves have been dragging out and failing to resolve since September 2025.
This irrefutably proves that the casino's argument ("documents from 2025 are not up-to-date enough") is invalid. The delay was caused solely by the casino itself.
Please review this comprehensive evidence of stalling tactics.
Sincerely,
Dirk ****
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear Dirty2Dirk and Casino Guru,
We wish to remind that, in accordance with the KYC policy, Snatch might request additional documentation from the list at different times, based on the screening type indicated. As a financial review is initiated separately and for different aforementioned reasoning, it runs separately from standard KYC verification and may not be required for all players who are completing standard KYC checks, as they are two separate procedures. As such, passing KYC verification previously might not necessarily mean that financial review is not required in the future if the certain criteria are met.
Respectfully,
Snatch Casino Representative.
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1 month ago
TranslationHello Tomas,
Hello casino representatives,
Even if the casino claims that this is a "separate financial audit" that runs independently of the standard KYC check, this changes absolutely nothing about the mathematical and regulatory logic:
The casino representative himself confirmed in his previous message that this procedure serves to verify "the origin of the funds provided for participation in the game at Snatch".
The funds provided and used for my game demonstrably originated from my deposits in August and September 2025. Since September 2025, there has been no further activity or deposits on this account.
If the aim of this audit is therefore to verify the funds actually used, then the Postbank account statements already submitted from 2025 are the only relevant documents.
Financial documents from the last three months (from 2026) cannot, by definition, prove the origin of funds deposited nine months prior in 2025. Current statements from 2026 bear no relation whatsoever to the profit transactions of September 2, 2025.
The casino is still demanding documents that are completely irrelevant for verifying the source of the deposit from 2025. This is and remains a pure stalling tactic to delay the payout of my €850.06 balance for months.
I ask Tomas to reject these illogical arguments from the casino.
Sincerely,
Dirk ****
Edited by a Casino Guru admin
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1 month ago
Thanks for your replies to both parties.
If the casino requested a more recent bank statement for you to verify where your funds come from, we recommend that you send this information to the casino despite the supposedly contradictory reasons provided. Please note that sending a bank statement that is no more than 3 months old is a standard requirement for verification.
Please let me know about the result.
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1 month ago
TranslationHello Tomas,
Thank you very much for your assessment and your recommendation.
I followed your advice and just sent an email to the KYC team at Snatch Casino with the current Postbank bank statements for the last 3 months (April, May, June 2026) as well as the corresponding proof of income including English translations.
Although this requirement remains illogical due to my historical deposits from 2025, I have now provided all the necessary documentation to finally resolve the matter.
I have submitted all the required documents and am now waiting for feedback from the casino and for the release of my payout of €850.06.
I will inform you immediately about the casino's reaction.
Best regards,
Dirk
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1 month ago
Dear Dirty2Dirk and Casino Guru,
We can confirm that the documents have been received by the KYC team and have been sent for review. As soon as an update is available, the team will contact the player via email directly.
Respectfully,
Snatch Casino Representative.
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1 month ago
Dear Dirty2Dirk and Casino Guru,
We have now received an update from the financial team that the review has been concluded successfully upon provision of requested documents. As such, player's account restrictions have been lifted. We thank the player for their patience and cooperation during this time!
Respectfully,
Snatch Casino Representative.
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1 month ago
Dear Dirty2Dirk and Casino Guru,
Following our latest message, the player has placed their funds for withdrawals, which have been processed successfully by the team earlier today. At the moment, no pending withdrawal requests remain.
Respectfully,
Snatch Casino Representative.
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4 weeks ago
TranslationStatus update for Tomas:
Hello Tomas,
I am pleased to announce that Snatch Casino has relented. The full amount of €850.00 was transferred to my account on the same day (June 11, 2025)!
Thank you so much for your mediation and the support from CasinoGuru – without this pressure, it wouldn't have been possible. The case can therefore be successfully closed.
Sincerely,
Dirk
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4 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dirty2Dirk,
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
