Snatch Casino - Player's withdrawal is blocked due to delayed verification.

Hello, im german not puerto ricon.

Im waiting since 19.12. /22.12. for my verification.

I can't withdraw from my account, because withdrawal is blocked.

E-Mail and Chat support not helpful. KYC Support not reacting since 22.12.25

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hallo,

das casino hat meine ID Card per Chat angefragt.

Diese haben sie sofort erhalten. Erhalt wurde am 22.12. bestätigt. Format nicht vorgegeben.

Es gab keine weiteren Anfragen zu Dokumenten.

Casino hat sich nach nun 3 Wochen gemeldet und erneut das Foto mitsamt der ID Card angefragt, da angeblich die Qualität nicht ausreichend war. Ich habe das Foto erneut angefertigt und hingesendet

Ich wusste gern wie es hier weitergeht? Wurde das Casino informiert? Wie launge dauert der Prozess ?

Ich hatte eigentlich gehofft, dass sich der Prozess nun beschleunigen, würde wenn Sie einen Fall prüfen aber nach 4 Tagen ist hier kein Mitglied das Casinos oder ein Fortschritt zu erkennen...

Danke

Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the photographs and other files you sent to the casino that are still pending verification as well. Thank you for your cooperation and patience.

Dear schalkewinsathome and Casino Guru,

The player is currently undergoing verification. As a part of the procedure, a document related to card transactions was requested from the player. We kindly ask the player to check their inbox and provide it to the KYC team when able.

Respectfully,

Snatch Casino Representative.

Ja das ist korrekt. In diesem Casino wird jedes Dokument einzeln angefragt....

Wurde zugeschickt. Mitterweile sind es fast 4 Wochen....

Dear schalkewinsathome and Casino Guru,

After provision of the necessary documents, the KYC department was satisfied with all available information. As such, the player's verification is now complete and account restrictions have been lifted. We thank the player for their cooperation!

Respectfully,

Snatch Casino Representative.

Ich bestätige die Verifizierung. Das so etwas 4 Wochen dauern muss, ist nicht notwendig!!

Dear Snatch Casino representative,

Thank you for reaching out to us and providing us with more information regarding the player's verification.

Dear schalkewinsathome,

I’m glad to hear that your account has finally been verified. I understand your dissatisfaction with the length of the verification process, as KYC checks are usually handled manually and can therefore be quite time-consuming. The good news is that this type of thorough verification is typically a one-time process, and any future withdrawal requests should proceed more smoothly.

Please let me know if we can consider this complaint resolved, or if there is anything else we can assist you with.

Dear schalkewinsathome,

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.

Vielen dank. Ist erledigt

Dear schalkewinsathome,

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,

Veronika

Casino.Guru