The player from Germany was unable to withdraw approximately €6,500 from the casino after a transition to a different parent company, despite having previously received payouts. He re-verified his account but did not receive feedback for two months, and he was frustrated that his euros had been converted to dollars at a 1:1 rate. The issue was resolved when the player submitted the required KYC documents after multiple requests from the casino, leading to full account verification. The player was then able to request withdrawals and received the first payout, although the payout limit was €424 per transaction. The complaint was closed due to the player's lack of further response, with the option to reopen if needed.
Snatch Casino - Player’s withdrawal is delayed and account status is unclear.
Closed
Our verdict
Player stopped responding
Amount: €6,500
Snatch Casino
Safety Index:Very highCase summary
Discussion
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4 months 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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4 months 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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4 months 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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4 months ago
TranslationBeautiful 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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4 months ago
Could you please forward me the emails and chat transcripts of your communications with customer support? My email address is veronika.f@casino.guru. Thank you for your cooperation.
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3 months 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 months ago
TranslationBeautiful 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 months 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 (miroslava.d@casino.guru). 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 months 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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3 months 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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3 months 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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3 months ago
TranslationI 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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3 months 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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3 months ago
Dear player,
Have you been able to submit the mentioned photo and document?
Thank you.
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2 months ago
TranslationBeautiful good day,
I have submitted the new document (with new photos) and am just waiting for a response.
Greetings
W********
Edited by a Casino Guru admin
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2 months ago
Dear Woizahoiza and Casino Guru,
Unfortunately, the provided picture is still unreadable due to blur and darkness of the image. We kindly as the player to provide a picture where text on the ID is fully readable.
In addition, the KYC department has requested a utility bill to confirm the address of the player. The list of alternative documents was provided by the KYC team but it did not include a bank statement, which is what was provided by the player. As such, unfortunately, this submission could not be accepted either.
The KYC department has re-sent the request via email with full details. We kindly ask the player to check their inbox and provide suitable documentation.
Respectfully,
Snatch Casino Representative.
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2 months ago
Dear player,
Have you been able to submit the documents in the exact form, as casino requested?
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2 months ago
TranslationHello, I've submitted another consumer invoice. I don't know why a bank statement isn't acceptable. It contains all the information needed to verify my identity.
The photo I sent to the KYC is sharp, everything on it is legible. (My ID was photographed with me from the front and back. The pictures were taken with a high-quality camera.)
I am happy to have a video call and will gladly prove my identity again. I would be happy to film myself logging into the site and show my ID to the camera.
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2 months ago
Dear player,
Could you please send me the last submitted documents to miroslava.d@casino.guru for review?
Thank you.
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2 months ago
Dear Woizahoiza and Casino Guru,
Upon an update from the KYC department earlier today, the player is yet to provide requested documents to the KYC department. The team is awaiting the submission to proceed.
Respectfully,
Snatch Casino Representative.
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2 months 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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2 months ago
TranslationI forwarded them the email logs.
Greetings
Woizahoiza
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2 months ago
Dear Woizahoiza and Casino Guru,
Unfortunately, the player has not yet provided the requested documentation related to the card used for transactions at Snatch. The KYC department will proceed with verification as soon as the documents are received.
Respectfully,
Snatch Casino Representative.
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1 month ago
Dear player,
If you provided the casino with the documentation related to the card, and you believe, it is meeting casino's requirements, please send them to miroslava.d@casino.guru for review.
Thank you.
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1 month ago
TranslationThe card documents have been sent and I am waiting for a reply.
Best regards
Woizahoiza
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1 month ago
Dear Woizahoiza and Casino Guru,
After provision of necessary documentation, player's account is now fully verified. We thank the player for cooperation in this matter.
Respectfully,
Snatch Casino Representative.
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1 month ago
Dear player,
Could you please confirm, if you are able to start requesting withdrawals now?
Thank you.
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1 month ago
TranslationI can currently request withdrawals and am waiting for the first payment; if everything goes smoothly, I will get in touch again.
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1 month ago
Dear Woizahoiza and Casino Guru,
We wish to note that there have not been any withdrawal requests made to date. If the player wishes to withdraw their funds, we ask them to place a withdrawal request.
Respectfully,
Snatch Casino Representative.
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1 month ago
Dear player,
Could you please confirm, if you have been able to request and receive any withdrawals?
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1 month ago
Dear Woizahoiza and Casino Guru,
To provide an update, no withdrawals were requested by the player since our previous update. The funds remain on player's balance.
Respectfully,
Snatch Casino Representative.
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1 month ago
TranslationI received the first payout; the payout limit is €424 per payout, but I received the first payout.
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3 weeks ago
Thank you for your update, Woizahoiza.
Please notify me about your future frequencies and amounts of payments.
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2 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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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Mirka
Casino.Guru
