Snatch Casino - Player's withdrawal is delayed and now canceled.

The casino continuously assured me that my withdrawal would be processed, telling me that I had no worries because only big withdrawals require verification not normal everyday withdrawal like mine. After being told to cancel and resubmit the withdrawal and doing so, I checked back after a few hours since they told me that crypto withdrawals are normally instant. As I load the page for withdrawals back up, I see it switch from "pending" to "canceled" when the page updated from earlier. I checked for any communication from them somewhere, and there was no email or notification of any kind telling me that they even did so. At this point they had various reasons they bounced between for the cause of an investigation being necessarily and landing on that they don't know what reason was behind it as a 3rd party provider had been the one to request it. They assured me multiple times it would be quickly resolved, even saying to contact then in 3 days if I hadn't received anything and they would contact the provider and speed things up for me. I got distracted during conversation while reading reviews(which i now realize should've done before depositing on a casino), and reconnected to try and get further clarification. Upon reconnecting I presented them screenshots of recent reviews with concerns that they were going to do the same thing to me, as I find no signs of resolution to recent complaints. At that point they change the time frame of completion of the investigation, telling me 14 days possibly longer instead of the 3 days before I should contact them, as well as NOW they also CAN'T influence the process speed of it either. At that point I let the chat end and tried getting a real explanation from a difficult customer rep. This time the conversation about the withdrawal started way differently. The playthrough requirements were brought up as if I didn't meet them(I am 100% sure I did, and wager history confirms it), he then paused for quite awhile after I explained it to him and he proceeded to mention playthrough once more before change the reason to unsure why but it needed investigation with no reference to how long and stating that the provider isn't required to give a reason(not that they didn't GIVE a reason). The person I spoke with just after him, was the last person that provided me even more unsettling words. After all 3 of the others avoided answering most of my questions and even telling me they have answered the same one repeatedly so they were disconnecting, I showed this one the changes in what they said and focused on each one until it was answered to ask the next. For each one they had no answer as to why I was hearing differently from everyone and just reiterated the worst one and then added more bad news to it. After being told they don't get told why the provider requires any investment, I simply asked who the provider was with "we don't have that information" and I ask what type of provider it even is which they also claim none of them know. Which can't be true at all, because if they weren't told either of those then they wouldn't know who or what required it what so ever! There's no way they could tell it's a "provider", but not have the least bit of information like WHAT is provided by said company even if they don't know the name. I recorded a video scrolling through the messages, as well as got extended screenshots of it. This give the option to not need to pause in order to read them, as well as validation that no part is left out to favor anyone or unfairly stack the messages in a manner that isn't 100% honest and transparent(which is far more courtesy I'm giving, than what I have been experiencing since they canceled my withdrawals without telling me and I asked why they changed all the things they assured me of multiple times). I'm attempting to contact their license providing authority and any other relevant bodies of authority that can get involved. I have solid evidence that they have lied to me multiple times, and are making claims that literally can't be true do to just basic principles of logical business interactions. So after this is filed, a copy will be emailed to all aforementioned authorities for their assistance as well. Whichever one can help first will be something of a race to me to figure out who cares about fairness and honesty and who doesn't care at all about those qualities. I am only allowed 5 uploads of a certain size, so if any of this is difficult to read, I have more in a higher resolution that shows the entire conversation, as well as a high resolution recording of a scroll through to prove a gap-free view.

Dear btrey1698,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Snatch Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the exact date of your withdrawal request?
• Have you passed the KYC verification process?
• Have you played with a no deposit bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

the original request was on Saturday. and they keep changing back and fourth telling me kyc IS required, then kyc is NOT required because the investigation is about game validity. and can't keep any of their answers straight. I have all messages recorded, as well as 2 solid hours of recording showing that nothing i was doing is out of the ordinary and that no spoofing software is needed for me to play. As well as every reason they listed is easily proved to be fabricated. No casino suspects cheating, but still allows wagering. no casino suspects fraud, but allows deposits while blocking withdrawals. No casino suspects bonus abuse, while encouraging the use of deposit bonuses. The fact they waiting to actually deny the withdraw instead of stalling it until they saw me say I wasn't comfortable depositing while waiting for a pending withdrawal, shows they had planned to restrict it but waited until they were sure they weren't getting another deposit from me. I also have them on recording multiple times refusing to adhere to policies put in place under law and agreed upon by their license provider, as individual employees none the less. and thats on top of not acknowledging that their site is lacking information that is legally required my licensed operators. They also claim a 3rd party "provider" is responsible for the delay and the investigations requirement and the process of completing it. But they then claim to not know the name of said provider, have any communication with said provider, and somehow nobody can even tell me what type of "provider" they are referring to or what they are being provided from this mystery company. all of which is also recorded. ill be comprising a .zip folder for my Dropbox, and ill be exposing every little detail of their fraudulent acts with a link to download or view it with no password. this link will find its way to every single web-page that has them mentioned.

I need to inform you, that their continuing to go against policies and the individuals that work there were all blatantly refusing to do something that is mandatory for all licensed operators to comply with. And that's contact information for a certified or qualified ADR Service provider. This is required under license possession and operating as a licensed gaming provider to be posted on the website and always have the contact info readily available for users that require or wish to seek help from as a neutral party that won't favor the casino to delegate between us. I will attach some screenshots to show other things they do as well. This was also after they said to me "As a licensed casino, it is in our best interest to ensure that you can withdraw your funds whenever you wish. We understand that the verification process can be

frustrating, and we appreciate your

patience during this time." And the most common hypocritical one they hide behind acting lime that statements puts them above actual law in their own district?

So based on the grounds that they are actually breaking laws here, I sent out emails to the curacao gaming control board and submitted a report on behalf of myself and 30+ other users experiencing this same thing and being given the same exact answer to similar question.

Furthermore, since they have been caught by me on screenshots and record blatantly refusing to follow law, they can't retaliate against my poke back. Try and wrong me when I've done nothing wrong at all, yet they gonna break laws? Nah, gloves off... I have a bot sending a stream of infinite random generation email addresses containing a friendly reminder for them to not forget about me. It's going to send a reminder about every 15-20 seconds. Now where the body may be the same for each one of these.... each and every reminder, is being sent from a freshly generated address with a randomly chosen domain with 1000 available domains. They said it can take 14 days, so I got it set up with an always on display and batter saving charge mode while plugged in 😉! They keep taking about "its not us, our "provider"" so I partnered with a 3rd party "provider" of my very own. And showed them how my provider doesn't need sleep lmao 🤣.

I resolved this issue with the most effective method to solving a disagreement where you know you've done nothing wrong. Extreme digital violence wins again! If you've been dishonest about anything my method probably won't work, because then you're just being a dick. if you honestly don't deserve restriction, and you are told you'll have to wait more than a few days, become their inbox. as you can see 2 email every 10 seconds, all from a new address, for about 6 hours... They'll stop being shady really quick. mfs will let that sun BLIND you they'll lighten up so much. the email from me was when I started the bot up and sat the phone down on a charger

Dear btrey1698,

thank you for your messages.

First and foremost, let me mention that sometimes, less is more. The response contained extraneous information beyond the scope of the initial inquiry. While the complexity of the situation is acknowledged, concise and focused answers are preferred. It is always best to clearly state the point that you want to make, and support it with relevant evidence, without unnecessary information in between. This helps everyone involved get a clear picture and also helps with a faster resolution of the complaint. You can not expect an answer in a timely manner after writing such a long messages like this. 

Regarding your complaint, are you confirming that the issue has been resolved and no further assistance is required? If not, please provide concise answers to the questions in my previous reply.

Looking forward to your reply.

Katarina

Dear btrey1698,

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.

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,
Katarina
Casino.Guru