The player from Italy was unable to withdraw funds from the casino despite having a verified account, as the withdrawn amount reappeared in his gaming account within seconds. He had previously used the two cards for withdrawals but faced this issue for the last two days. The casino later confirmed that the withdrawal issue was due to problems with the payment system, which had since been resolved, allowing him to successfully withdraw 350 euros. However, concerns about higher withdrawal amounts and the verification process remained unaddressed. The complaint was marked as resolved by the Complaints Team.
Snatch Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €350
Snatch Casino
Safety Index:Very highCase summary
Discussion
Public
Public
8 months ago
Translation
Unable to withdraw despite verified account, I make the withdrawal and after 5 seconds I find the withdrawn amount in my gaming account.
The two cards where I send money have already been used in the past for withdrawals, but for the last two days the same thing I said above has been happening.
Automatic translation:
Public
Public
8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can better understand the situation.
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or is it related to your account only?
- Did the casino offer an explanation or any alternative for you to withdraw the winnings?
- Could you please share your interaction with casino support regarding the cancellation of your payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
8 months ago
TranslationAs usual they answer like this:
"Dear Player,
We've forwarded your request to the payments department. Please wait for a response..."
The last time it took two weeks to get it, it's fundamental that I wrote to report this, the casino in question always has problems when it comes to withdrawals, but never for cashing out.
I'll avoid writing anything else because it would just be bad words.
Automatic translation:
Public
Public
8 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
7 months ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Snatch Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Snatch Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Public
Public
7 months ago
Dear francesconi76 and Casino Guru,
We would like to inform you that the player's attempts to submit a withdrawal request were unsuccessful due to issues on the side of the payment system itself. We apologize for the inconvenience! However, we also inform you that this issue has been resolved, and the player eventually successfully submitted a withdrawal request and withdrew the funds later.
Respectfully,
Snatch Casino Representative
Public
Public
7 months ago
TranslationIn short, I was never able to withdraw the amount I requested, or rather:
After a few days I cancelled the withdrawal and, being the idiot that I am…, I played them all again.
2 days ago I managed to withdraw 350 euros…
the sum at issue was much higher, however:
What problems did the casino have with "the payment system itself"?
I use 2 credit cards that have already been charged by the casino, so what was the problem?
Every time the withdrawal amount exceeds 500 euros I have always had problems, always!
Please ask for concrete explanations. The casino's response seems like another mockery to me.
Automatic translation:
Public
Public
7 months ago
Hello, all.
Thank you, Snatch Casino, for the update.
Dear user,
I will adjust the disputed amount of this complaint accordingly. I am sorry that you have lost the remaining balance, but the casino has to do the verification due to the AML policy, always.
Thank you for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
Casino.Guru
