The player from Germany is unable to withdraw approximately €6,500 from the casino after a transition to a different parent company, despite previously receiving payouts. He re-verified his account but has not received feedback for two months, and he is frustrated that his euros were converted to dollars at a 1:1 rate.
Snatch Casino - Player’s withdrawal is delayed and account status is unclear.
Opened
Current status
Waiting for player to reply
6d 9h 10m 46s
Snatch Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Beautiful good day,
I still have about €6,500 on the site. The site was previously operated by Altacore and evaded a bill of exchange. Before that, I received all my payouts. Since the site switched to a different parent company, I haven't been able to make any further withdrawals.
- I was asked to re-verify myself (even though I was already verified before and had already made withdrawals) -> I re-verified myself. I haven't received any feedback for 2 months.
- My euros were simply converted into dollars 1 to 1, which is absolutely unfair in my opinion!
- The payout has been pending for ages! (No meaningful response yet)
I hope I was able to describe the situation reasonably well and hope to find a solution.
Thanks so much!
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1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
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 a few questions to clarify your situation.
What types of games did you play to accumulate the winnings you are trying to withdraw? Were they slot games, live casino games, or sports bets?
Have you requested a change of the currency in your account, or did the casino inform you that your balance had been converted from euros to dollars?
When was the last time the casino contacted you regarding the delay in processing your payment, and how did they explain this delay?
Thank you very much for your cooperation.
Best regards,
Veronika
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1 month ago
Translation
Beautiful good day,
Please excuse the late reply (currently on vacation) and thank you for taking on the case.
I played slot machine games.
I received my last payment before the site was under the new management. After the new operator took over, the currency was changed from Euros to Dollars (without notice). I was unable to withdraw any funds and had to re-verify my account. I'm not getting any response at all. When I actively contact the live chat, I'm always told that the relevant department is being contacted, but nothing actually happens.
When the site still belonged to the old operator, payouts always went smoothly; although you could only ever withdraw €500, that wasn't a problem for me.
I myself never requested a change or wanted anything of the sort.
Greetings
Woizahoiza
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1 month ago
Could you please forward me the emails and chat transcripts of your communications with customer support? My email address is [email protected]. Thank you for your cooperation.
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4 weeks ago
Dear Woizahoiza,
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.
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3 weeks ago
Translation
Beautiful good day,
I sent them an email, unfortunately I didn't save any logs of the chat history via email.
There are currently no new changes. Still waiting for a payout or any response from the casino.
Greetings
Woizahoiza
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3 weeks ago
Dear Woizahoiza
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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3 weeks ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.
Dear Snatch Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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2 weeks ago
Dear Guru and Woizahoiza,
We have requested additional information from our KYC department regarding the client’s verification process.
Respectfully,
Snatch Casino Representative.
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1 week ago
Dear player,
Could you please confirm, if you have made any progress in your verification process since your last message?
Thank you.
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1 week ago
Translation
I received an email requesting additional documents, but I haven't received a reply yet. The email arrived on November 25, 2025, and I replied with the documents on November 26, 2025.
Then I received another email stating that the documents they requested were being reviewed.
That was the situation.
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5 days ago
Dear Woizahoiza and Casino Guru,
Upon further inquiry with the KYC department, submitted selfie could not be accepted as the information on the ID was unreadable in the picture. In addition, a request was made for an additional financial document. The KYC department is currently awaiting submission of those before proceeding.
Regarding player's earlier message of conversion concern, during our latest website update, wallets in various currencies were introduced. Beforehand, only EUR wallet was standard. The display value on the new version is in USD, however, the funds remained on fiat EUR wallet in the same amount as it was before redesign. The player is able to see totals in both EUR and USD in their wallet, with two numbers being different, subject to current exchange rates. In short, no conversion was performed during the update, besides visual enhancements and display of player's total in ALL wallets combined being defaulted to USD. The value in each separate wallet is still kept in the currency of the respective wallet.
Respectfully,
Snatch Casino Representative.
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14 hours ago
Dear player,
Have you been able to submit the mentioned photo and document?
Thank you.
