Snatch Casino - Player’s withdrawal is delayed.

I've been playing since I registered,

I have completed the wagering requirements and verified my KYC, but the withdrawal has not been made.

No matter how many times I inquire, I'm told it's still under review.

I was asked to do additional authentication during the process, and even though I completed that, I still received no reply.

The money is never withdrawn.

Dear mori77mori,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal.

To better understand your situation, could you please clarify the following details:

• When exactly did you request the withdrawal?
• Which payment method did you select for your withdrawal?
• Could you specify what kind of "additional authentication" the casino asked for, and when you submitted it?
• Have you received any written confirmation from the casino about the successful completion of your KYC verification?

If you have any emails, screenshots, or chat transcripts from your communication with the casino, please forward them to petronela.k@casino.guru so we can review them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

When exactly did you request a withdrawal?

About three months ago

What payment method did you choose to withdraw?

It's a virtual currency.

Can you tell me what "additional verification" the casino requested and when you submitted it?

This is a selfie taken with the login screen of a casino site.

Have you received written confirmation from the casino that the KYC verification has been successfully completed?

Received

Dear mori77mori,

• Thank you for your reply and for clarifying the details. Since you mentioned that you already received written confirmation of your KYC verification, could you please also check inside your casino account if all KYC steps are marked as fully approved? A screenshot of that section would be very helpful.
• In addition, would you be willing to forward us the selfie you submitted to the casino for authentication? You can send it directly to petronela.k@casino.guru. This will allow us to review the verification process more thoroughly.

Thank you in advance for your reply.

I was told that I passed the KYC verification the first time.

I applied for a withdrawal and was told it was under review and I had to wait about two months before I could resubmit my KYC.

If I add it, it will take about a month for me to resubmit it.

I just can't imagine they have any intention of withdrawing money.

This one caters to all

Even after completing the KYC, I keep getting asked for additional details, so I would appreciate your cooperation.

The amount in dispute is incorrect and is 4736€.

I have also sent an email, so I would appreciate it if you could mediate between us.

Dear mori77mori and Casino Guru,

Thank you for bringing attention to the player's concern. Upon an inquiry with the KYC department, we have learned that they have requested additional documentation during verification , which the player was unable to provide upon previous request. The KYC department has resent the email with the required documentation and we kindly ask the player to provide them to proceed with verification process.

Respectfully,

Snatch Casino Representative.

Dear mori77mori,

• Could you please check your inbox and confirm whether you received this email, and let us know exactly what documents were requested?

It would be very helpful if you could keep me informed once you submit the requested materials, so that we can follow up with the casino accordingly.

Thank you in advance for your cooperation.

I have submitted it!

Dear mori77mori,

Thank you for your update. Could you please keep us informed about any further responses you receive from the casino after submitting the documents?

Dear mori77mori and Casino Guru,

They KYC department has informed us that requested financial information has not been provided by the player yet. The department has resent their request one more time for the player. If the player has attempted to send the file, we ask them to check if email address of KYC was entered correctly and that the email was sent successfully.

Respectfully,

Snatch Casino Representative.

I will submit it retroactively

Dear mori77mori,

Thank you for your message. Please make sure to resubmit the requested documents directly to the casino’s KYC department and double-check that the email address is correct so they can receive them successfully.

It would be very helpful if you could keep me informed once you resend the documents and also let me know about any further replies you receive from the casino.

Looking forward to hearing from you.

I have submitted it.

Hi mori77mori,

Thank you for letting me know. Since you’ve already submitted the documents, the next step is to allow the casino some time to review them. This process can sometimes take a few days, depending on their workload.

In the meantime, please keep an eye on your email (including the spam/junk folder) for any updates from the casino. If you don’t hear back within the next few days, let me know and we can look together at what to do next.

Fingers crossed that everything goes smoothly with your verification.

Dear mori77mori and Casino Guru,

Unfortunately, since the latest communication, we have not received any updates from the player. The KYC department continues to monitor the inbox in case the player provides requested information.

If the player has sent an email, we request them to send a screenshot of it here, with email addresses of sender and recipient, as well as the time and date, visible. Any body text and attachments can be cropped for privacy. This screenshot may help us locate lost mail if it exists.

Respectfully,

Snatch Casino Representative.

Dear mori77mori,

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 submitted everything I needed

It's hard to understand what additional items are needed via email, so please let me know via chat here.

Dear mori77mori,

Thank you for your message.

To help us verify the situation, could you please let us know from which email address you sent your documents and to which address they were sent?

Alternatively, you can try sending the requested documents one more time to the casino’s official email address and CC me at petronela.k@casino.guru, so we can confirm that the message was properly delivered.

This will help us ensure that your verification reaches the right department and that no technical issue is causing the delay.

Dear mori77mori and Casino Guru,

Unfortunately, since the latest communication, we have not received any updates from the player. The KYC department has sent several requests for transaction confirmation documentation, which we are awaiting at the moment.

Respectfully,

Snatch Casino Representative.

I have not received any such emails, and they have repeatedly told me that the verification has been completed and to wait for the withdrawal, but no withdrawal has been made and I don't understand what they are saying.

I haven't received any emails so I can't trust them

If you need any documents, please ask for them in this chat.

I don't trust snatchcasino's word.

It's just that we keep listening to your selfish whims.

Dear mori77mori and Casino Guru,

Please note that the KYC department has sent several email requests during this time with the following request being in the latest one: "We kindly request you to provide the screenshot of a transaction from your crypto wallet to our platform where the full hash ID and the full destination wallet address are seen."

Respectfully,

Snatch Casino Representative.

Dear mori77mori and Snatch Casino Team,

Thank you both for your updates and cooperation.

Based on the latest information from Snatch Casino, their KYC department is still waiting for a specific document to complete the verification. The player is kindly asked to provide a screenshot of a transaction from their crypto wallet to the casino’s platform, where the following details are clearly visible:

• The full hash ID of the transaction
• The full destination wallet address

Dear mori77mori, please send this screenshot to the casino’s official KYC email address: kyc@snatchcasino.com.

To ensure there are no delivery issues, kindly CC me at petronela.k@casino.guru when sending the message. This will help confirm that the casino has received your email and move the process forward smoothly.

Dear mori77mori,

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.

Dear mori77mori and Snatch Casino Team,

Thank you for your updates.

Dear mori77mori, I see that you’ve already provided the requested information here in the thread — thank you for that. To make sure everything reaches the right department, could you please also send the same screenshot directly to kyc@snatchcasino.com, just in case? You can also CC me at petronela.k@casino.guru so we can confirm it’s been delivered successfully.

Dear @Snatch Casino Team, could you please confirm whether the information shared by the player is sufficient for your verification process, or if any additional details are still required?

Dear mori77mori and Guru,

The client provided a screenshot of a transaction from ETH explorer etherscan.io.

The information on this website is public and does not confirm ownership of the crypro-wallet. Please send a screenshot of a transaction from your personal crypto wallet to our platform, where the full hash ID and the full destination wallet address are seen.

Respectfully,

Snatch Casino Representative.

Dear mori77mori,

I’ve reviewed the casino’s latest response, and it appears that the screenshot you previously provided was taken from etherscan.io, which is a public blockchain explorer. While it shows that a transaction took place, it does not prove that the crypto wallet used in the transaction actually belongs to you personally.

To complete the KYC verification, the casino needs proof of ownership of the wallet.

This means you must send a screenshot taken directly from your own crypto wallet application, not from a public website. The screenshot should clearly display:

• the full transaction hash,
• the full destination wallet address, and
• your own wallet interface, proving that you control that wallet.

Please send this screenshot to the casino’s official KYC email address: kyc@snatchcasino.com, and kindly CC me at petronela.k@casino.guru so we can confirm that it has been delivered successfully.

Once this document is provided, the casino should be able to proceed with your verification.

Submitted

Dear mori77mori,

Thank you for the update.

Since I wasn’t CC’d in the email you sent to the casino with the newly submitted evidence, I’ll assume everything was sent correctly and will now wait for the casino to review your documents and provide their comments.

Dear mori77mori,

We would like to inform you that we have reviewed the information related to the client’s transactions as part of our standard security and compliance procedures, which are carried out internally and are not visible to external parties. We can also confirm that the client’s account has been successfully verified. We will provide an update as soon as the review process is fully completed.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino Team,

Thank you for the update regarding the verification and internal review of the client’s account. I appreciate you confirming that the account has been successfully verified and that your standard security and compliance procedures are being followed.

We will wait for the completion of your review and for the final update on the client’s account and any pending transactions. Please keep us informed once the process is fully completed.

I haven't received an email yet, should I just wait?

Dear mori77mori and Casino Guru,

At this moment, player's verification has been completed as noted. No further restrictions should currently apply to the player's account. If any are still present, we kindly ask the player to notify us.

Respectfully,

Snatch Casino Representative.

Hi mori77mori and Snatch Casino Team,

Thank you both for the updates.

mori77mori, the casino has confirmed that your verification is now fully completed and that no further restrictions should be applied to your account.

• Could you please check your account on your side and let us know if everything is functioning normally? If you still see any limitations, feel free to inform us and we will follow up.

Snatch Casino, thank you for your cooperation and for keeping us informed throughout the process.

thank you.

Withdrawal request submitted

Hi mori77mori,

Thank you for the update — that’s great to hear.

Please keep us informed once you receive the withdrawal, or if anything unexpected happens in the meantime. We’ll be here to follow up if needed.

Dear mori77mori and Casino Guru,

The requested withdrawals have been successfully processed by the team in full. Currently, there are funds remaining on the player's balance. If they wish to withdraw them, we welcome to create new withdrawal requests.

Respectfully,

Snatch Casino Representative.

Dear mori77mori,

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 would like to thank Snatch Casino for confirming that the requested withdrawals have been successfully processed.

Hi mori77mori,

• Could you please confirm whether you have received the withdrawn funds on your side?

Once we receive your confirmation, we’ll be able to close the complaint accordingly.

Thank you in advance for your reply.

The money was withdrawn

I couldn't access the site from Japan.

Hi mori77mori,

Thank you for your update.

If I understand correctly, the withdrawal has been successfully completed and the issue has been resolved. Could you please confirm that everything is now settled on your side, so I can mark the complaint as resolved?

Thank you for your confirmation.

I can't access the site in the middle of withdrawing money.

Dear mori77mori and Casino Guru,

We would like to confirm that all pending withdrawal requests have been successfully processed by the team.

Regarding player's access, the access conditions have not changed. If the player encounters different behavior when accessing website, we suggest ensuring VPN is disabled and there are no location-changing plugins installed. The player should be able to access the website the same way they did during signup and previous gameplay.

Respectfully,

Snatch Casino Representative.

Dear mori77mori,

Thank you for your message.

We would like to thank Snatch Casino for confirming that all pending withdrawal requests have been successfully processed.

Based on the casino’s statement, the withdrawals are now completed. Regarding the access issue, the casino advises ensuring that no VPN or location-changing tools are enabled, as access conditions have not changed.

Could you please confirm whether you have received all funds and if everything is now settled on your side?

Once confirmed, we would kindly ask for your permission to mark this complaint as resolved.

Thank you in advance for your reply.

Dear mori77mori,

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.

Dear mori77mori,

We regret to inform you that, due to the lack of response to our messages, follow-up inquiries, and the extended reminder period, we are unable to continue the investigation or verify the outcome directly with you.

Although the casino has confirmed that all pending withdrawal requests were processed, we were unable to obtain your confirmation that the funds were received and that no further issues remain. As player cooperation is essential for us to properly conclude a case, we are required to reject the complaint at this time, even if it appears that the situation may have been resolved.

Please note that this does not prevent you from reopening the complaint in the future. Should you decide to resume communication and confirm the current status, we will be ready to review the case again and assist further if needed.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru