The player from Germany faced difficulties withdrawing her winnings, which had been pending since July 31, 2025, despite having a verified account. She experienced delays in payouts, received standard replies from support, and was currently unable to access her account due to the site being offline. The issue was resolved after the player confirmed that her complaint had been addressed satisfactorily. The Complaints Team marked the case as 'Resolved' in their system and encouraged her to reach out for any future issues.
Snatch Casino - Player's withdrawal is delayed and account access is blocked.
Resolved
Our verdict
Case closed
Amount: €10,000
Snatch Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
I've had winnings in my payout history since July 31, 2025. Paying out usually works well there, and my account is fully verified.
But now, after landing a big hit, I'm having problems. I've been waiting for days for a small payout, which only arrives after I've chatted or emailed with support.
I always got the same standard answers:
We have a lot to do; we're creating a priority ticket, the finance department is still checking, etc. It's all impossible. I can't access my account either, because the site hasn't been online since the weekend. This is very worrying. I hope you can help me.
Automatic translation:
Public
Public
5 months ago
Hello,
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 I can better understand the situation.
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with the casino regarding the payout?
- Have you saved a screenshot of your pending payout, or have you saved your interaction with casino support? Would you be able to provide it as evidence? Send the information to my email at [email protected] or post screenshots here.
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,
Tomas
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Eifelhexe,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
