The player from Germany had requested a withdrawal 7 weeks ago and was frustrated by the casino's processing limit of €500 per week, which would have resulted in a payout period of over a year for his entire balance. He found this withdrawal rate unfair and expected a quicker resolution. We investigated the issue and communicated with the casino, which explained that delays were due to processing partner confirmations and was working to improve the situation. The player began receiving daily payouts for a few days, though payments later paused temporarily. After continued communication, the casino processed withdrawals regularly, and the player received partial payments. We closed the complaint as resolved since payments were then being processed consistently.
Snatch Casino - Player's withdrawal is delayed.
Case closed
Amount: €30,000
Snatch Casino
Safety Index:Very highCase summary
Translation
I have a lot of money in the casino, but I can't withdraw it. Only €500 is processed per week. At this rate, it will take well over a year for my entire balance to be paid out. I consider this withdrawal rate extremely unfair and expect my balance to be paid out within at least a few months. Waiting over a year is ridiculous.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- How many pending withdrawal requests are currently in your account?
- When was the last time you received your winnings from this casino?
- How long does it usually take for a withdrawal request to be processed and paid out?
- Have you contacted customer support to ask about the possibility of speeding up the processing of your payments? If so, what was their response?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationHi,
I have 3 pending requests. The last payment was processed on February 27th. It usually takes 7 days to pay out $500. At this rate, it will take over a year for my balance to be paid out. I submitted a request, but nothing has changed.
Dear flochefe and Casino Guru,
Thank you for bringing the player's concern to our attention. Upon additional check, we can see that processing exceeds the expected timeframes, where the issue might lie in lengthy confirmations from the processing partners. We are currently contacting them in efforts to streamline the process for the player and determine the possibility to increase the frequency of withdrawals.
The player is a part of the Snatch VIP program. If the player experiences such issues, we kindly ask to contact the department first so the internal investigation can commence promptly, as this could yield results quicker than involvement of third parties.
Respectfully,
Snatch Casino Representative.
Dear Snatch Casino Representative,
Thank you for reaching out and explaining the player's situation in more detail. We appreciate your efforts to review the case with the payment partners and explore the possibility of increasing the withdrawal frequency.
Dear flochefe,
Thank you for your patience. I would like to check whether there have been any developments since your last message.
- Have you received any winnings since your last update in this complaint thread?
- Have you submitted any new withdrawal requests in the meantime? If so, how many withdrawals are currently pending in your account?
- Are the processing times for your withdrawals any quicker now, or do they still take approximately 7 days per €500 withdrawal?
- What is the current remaining balance that still needs to be withdrawn from your account?
- Have you contacted the casino’s VIP department regarding this issue, as suggested by the casino representative? If so, what response did you receive?
TranslationHi,
So, I received a $500 payout every day for four days, which is an acceptable speed. However, the casino stopped doing that and hasn't sent a payout for three days now. Let's see what happens in the next few days. The VIP department said they're working on it. The remaining balance is still $30,000.
Dear flochefe and Casino Guru,
Since the first communication from the player, processing of 9 withdrawal requests has been completed in 9 working days. The player proceeds to make additional requests, which are being processed by the team in accordance with the Snatch Terms and Conditions.
Respectfully,
Snatch Casino Representative.
Dear Snatch Casino representative,
Thank you for keeping us updated on the player's case.
Dear flochefe,
Could you please confirm whether you are continuing to receive regular payments from the casino?
TranslationHi,
I received a few payments last week. There are still some outstanding balances.
26,000 USD.
Thank you for letting me know.
Since the casino appears to be processing your payments regularly, we will now close this complaint as resolved. Should the payments stop or any further issues arise, please feel free to request that the complaint be reopened, and we will continue with the investigation.
Thank you for your understanding.
Best regards
Veronika
