The player from Germany, after being verified at Snatchcasino, had requested a withdrawal a month ago but faced delays due to a selfie requirement and KYC issues. His withdrawal was canceled, which prevented him from making a new request. The issue was resolved when the player confirmed that he had submitted the necessary documentation, leading to the complaint being marked as 'resolved' in the system.
Snatch Casino - Player’s withdrawal is delayed due to KYC issues.
Resolved
Our verdict
Case closed
Amount: €25
Snatch Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
I was already verified at Snatchcasino. But they asked for a selfie in front of the website and ID in hand. Which is a joke in itself. But whatever. I sent it two weeks ago. And to this day, it hasn't been verified and the withdrawal hasn't been sent. Or rather, it canceled, and now I can't make a new one because of KYC.
Automatic translation:
Public
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
To investigate your situation further, could you please provide more details by answering the following questions:
- Have you received any communication from Snatch Casino regarding the status of your verification?
- Did you upload the selfie to your casino profile, or did you send it to the casino via email?
- Was the photograph uploaded in the correct format, high resolution, and with all textual information clearly readable?
- Have you contacted customer support regarding this issue? If so, what was their response?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
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6 months ago
Translation
Hello, yes, I sent them a selfie via email to kyc@. No, Snatchcasino doesn't respond to emails. The support says the KYC department is responsible. They can't help. And the status is not verified:
Payment not possible
You must complete the verification process (KYC). Contact customer service for further assistance.
That's what they say
Automatic translation:
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6 months ago
Dear Snatch Casino Representative,
Thank you very much for reaching out to us and providing more information regarding the player's complaint.
Dear player,
Can you please confirm if you submitted a withdrawal request at this casino?
Public
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6 months ago
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
