Snatch Casino - Player's withdrawal is delayed.

I have attempted withdrawal of the amount of $583 US multiple support members upon request advised that it was approved and processing until I went back in today and wasn’t. Advised the withdrawal was cancelled only that I had logged into check I asked support why and they said it was due to the game

provider needing to check fair game play I looked online at reviews to which all players have received the same and never received a cent

Dear kat8823,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

• When exactly did you submit your withdrawal request?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Veronika

I attempted withdrawal as per screenshots attached on the 25.06.2025

no successful withdrawal on this casino before no. It was cancelled after I was told it was approved and processing as per screenshots also attached

I have attempted to verify but as there is no where on the site to verify I was unable to

If you do your research also everything you see about this casino is negative players never being paid and using the checking fair game play as their reasoning as for cancellation of withdrawal but will let players play the money they are attempting to withdraw but not allowed to it’s dodgy as.

Dear all,

Thank you for your message.

Please kindly note that only three business days have passed since your withdrawal request was initiated. We would like to assure you that we are processing it in full accordance with our Terms and Conditions.

We truly appreciate your patience and understanding, and we remain at your disposal should you have any further questions or concerns.

Respectfully,

Snatch Casino Representative

i note mention of your response regarding it only being 3 days since withdrawal request was made however at the of initial withdrawal requests when asked on a timeframe it was also clearly stated that it would be processed and paid until within 48 hours max everything about this casino is misleading

Thank you for your responses.

I understand that waiting can be very frustrating. However, based on our experience, most withdrawal requests are processed within the standard two-week timeframe. I recommend waiting for your withdrawal, and if you do not receive it by July 11, or if it gets cancelled again, please let me know, and we will continue assisting you with your complaint. I appreciate your patience and cooperation.

Dear kat8823,

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.

i have not responded as it says I should wait until the 11 above so I haven’t had a need to respond however I have been chasing up the casino in which I’ve complained about and they are still telling me the same as it was in the beginning see attached

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

After multiple follows up with this Casino more than 2 weeks later I am still being told the provider is still examining fair game play which is not something I’ve ever seen a provider do for any other casino. Excuse after excuse with this casino

Dear kat8823,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Snatch Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

It’s not the verification that is the problem here it is that I have attempted to withdraw and have been told for well over 2 weeks now that the provider of the game in which I was playing is apparently checking fair game play. Why does it have anything to do with the provider they aren’t paying me it ia just an excuse and initially before even playing I asked about verification to be told it wasn’t needed so I went ahead and played. They have review after review from other players stating the same thing that they tell it will take up to 14 days and then never pay in the hopes people give up. I just want what is rightfully mine. Email after email chasing them up to be told the same thing no other casino comes up with this fair game check by the provider, it’s just ridiculous

Dear kat8823, I completely understand your frustration, and I appreciate your patience.

Please note that a game provider check is a standard procedure at Snatch Casino and, in itself, not unusual. However, the concern arises when the process takes longer than expected, which understandably causes inconvenience.

Therefore, I would like to kindly ask the Snatch Casino team to expedite this process and ensure the player is paid without further delay. A timely resolution would be greatly appreciated by all parties involved.

Thank you very much in advance for your cooperation.

That may well be the case but when you see that they do it with every withdrawal from all players as an excuse to not pay them looking at the numerous reviews that are exactly the same

I understand that reading through the reviews might make the situation seem discouraging. However, if you also take a look at some of the resolved cases, you'll see that there are many instances where payments were made once the provider's review concluded in the player's favor.

This shows that a positive outcome is still possible, even if the process takes some time.

But I want to encourage the casino to speed up the process.

And what will happen if they don’t pay

If the casino chooses not to cooperate, the complaint will have to be closed as unresolved. Please note that such outcomes can negatively impact the casino’s reputation and may lead to a lower safety index rating.

But I would not go there just yet. They still have some time to respond.

Dear kat8823 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

The player has also successfully made a withdrawal request, which will be processed by our financial department.

Respectfully,

Snatch Casino Representative

Thank you Snatch Casino Team for the response,

Dear kat8823

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

I am still awaiting my payout after being told when I requested it on 21 July 2025 that it would be 24-48 hours and when asked support im getting the run around again

Hi

I have still not received my payout and continuing to get the run around from snatch Casino with no timeframe as to when I can expect my payment after being told it would be 24/48 hours

Dear Snatch Casino,

can you please give us an update?

Dear kat8823 and Casino Guru,

We inform you that the player has successfully made a withdrawal request and should have received the payout.

Respectfully,

Snatch Casino Representative

Thank you Snatch Team!

Dear kat8823,

Have you please received the payout already?

No that’s a lie once again. I have sent multiple emails chasing payment to be told to wait see attached

I have had my withdrawal request rejected yet again and can advise I have never had issues with withdrawing to this account from any other casino jsut another stall tactic

Dear Snatch Casino, can you please help us to clear this out?

Once again they have withdrawn my request and have given the same reason and said it was the bank that rejected the payment which is not the case the bank have been contacted and no such thing has happened

So they tell me to try withdrawing through mi infinity if I had an account which I did and low and behold they have cancelled with no explanation it takes for me to go and look to see it’s even been cancelled no emails no nothing

so they paid me half to now place the withdrawal on hold for verification documents which I have provided and are telling me that’s the process it’s just continuous excuses to teu and prolong the process and stop me from following them up out of being impatient. I just want the rest of what is mine if they can pay half without verification they can pay it all with verification and with an escalation of payment also

Dear kat8823 and Casino Guru,

We kindly inform you that the player's account is being verified. The KYC department has requested a certain document from the player, but our specialists have not received it yet. We kindly ask the player to check the inbox and send the necessary documents for successful verification. We hope for your understanding!

Kind regards,

Snatch Casino Representative

This is also not true I have provided all necessary documents and done so when they asked and have not been given a response from them as yet to my follow up regarding my withdrawal

Dear Snatch Casino, can you please verify and explain? Thank you

This is what they last sent to me

Not sure how they expect me to get a selfie with their website not very clear

This has also been provided the selfie with the website in the background

Still nothing after provided requested documents

Dear Snatch Casino,

can you please give us an update?

No response from them

sent my required docs on Monday haven’t even looked at it yet and telling me to wait even more

Dear kat8823 and Casino Guru,

We truly appreciate you waiting while we carefully review the situation. Please rest assured that we are conducting a thorough investigation to ensure everything is handled appropriately. We appreciate your patience!

Respectfully,

Snatch Casino Representative

A thorough investigation into what ? Making sure what exactly is handled properly? You have paid our half the withdrawal and half remains your investigations and practises as a casino make no sense otherwise all of these procedures and investigations would be completed prior to the part payment. You would think that I have asked to withdraw a million dollars not $286 that is remaining. KYC have verified me on multiple casinos so I’m interested in knowing what exactly is being investigated

Dear Snatch Casino Team,

I kindly urge you to expedite the processing of this case and treat it with the highest priority. The delay is causing significant concern, and a prompt resolution would be greatly appreciated by all parties involved.

Thank you for addressing this matter as soon as possible.

More stalling documents were provided and this is the response

Another stalling generic email response

Dear kat8823 and Casino Guru,

We would like to kindly inform you that our platform recently underwent maintenance, which unintentionally caused delays in reviewing this matter. The maintenance has now been completed, and the website is fully operational again. We sincerely apologize for any inconvenience this may have caused.

Please note 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. We assure you that we will provide you with an update very soon and quickly! We hope for your understanding!

Respectfully,

Snatch Casino Representative

Your site may have been under maintenance however it didn’t stop you or KYC from responding to my emails with your generic copy and paste responses as with KYC. I am at a point of absolute frustration now and have taken it upon myself to leave a poor review on every platform necessary your pathetic excuse of a casino as with KYC and its apparent verification requested supplementary requests that they have never requested whilst verifying me through multiple other casinos I play with

Dear kat8823 and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Snatch Casino Representative

Thank you Snatch Team for the update!

Dear kat8823,

I totally understand you have had enough of this..

Can you please check if you can make a withdrawal?

And please, keep me updated

I have attempted withdrawal which was cancelled to be told it was the bank even though I have withdrawn to that account from this casino before it’s just an excuse and has nothing to do with my bank or my side of things at all

Dear kat8823,

can you please check with you bank, and let me know what it said? Thanks

Hi l,

As mentioned it has nothing to do with my bank the first half of the withdrawal was placed into this same nominated account no problems it is not my bank

If possible, could you please share a screenshot of the message where it mentioned your bank, as you noted earlier? That would be really helpful. Thanks a lot!

It is not a message from my bank. I said as mentioned earlier my initial half withdrawal that I was sent from Snatch was to the same account I have put for the rest of it

Could you please explain what you meant by this part of your message:

'I have attempted withdrawal which was cancelled to be told it was the bank even though I have withdrawn to that account from this casino before..'?

I just want to make sure I fully understand your situation. Thank you so much in advance!"

I have requested the withdrawal they have cancelled and blamed it on my bank which is not the case as I have been able to half withdraw if you read the notes above to refresh your memory (original amount $583) of $300 to the very account they claim is the bank’s issue as I got my $30o deposited into that very account

Update Needless to say still no payout

Dear Snatch Team,

I hope this message finds you well. Could you kindly help us understand why the player was able to withdraw only half of the funds? We would also appreciate clarification on the status of the remaining balance.

Thank you in advance for your assistance, and we look forward to your update.

Dear kat8823 and Casino Guru,

We have carefully reviewed the situation and would like to inform you that the player has successfully withdrawn the full amount of $580, which corresponds to the amount marked as disputed.

The player submitted two withdrawal requests:

- $300 on July 30, 2025

- $280 on August 18, 2025

Both requests were processed successfully on our side, and the funds should have been received by the player. The current balance on the player's account is $3, which fully reflects the processed transactions.

We kindly ask the player to confirm whether the funds have been received. If not, we are ready to recheck the case based on any further evidence provided.

Thank you for your understanding!

Best regards,

Snatch Casino Representative

Dear Snatch Casino, thank you very much for the information!

Dear kat8823,

can you please give us an update? Have you received your withdrawals?

Dear kat8823,

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.

Thanks for your help I can confirm i have finally received the payout in it’s entirety

Oh kat8823,

Wonderful! I'm so glad to hear that your money has arrived! I'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,

Martina Bennett

Casino.Guru