Snatch Casino - Player's withdrawal request is delayed.

Hello,

I'm having an issue with Snatch Casino regarding a withdrawal that remains blocked due to a prolonged and unclear verification process. Here's a full timeline of the case:

- 29/06: I successfully withdrew $299.40 – it arrived within 1 day, no verification needed.

- 30/06: Another withdrawal of $258.31 out of a $509.9 balance – received in 3 days, again without verification.

- 03/07: I withdrew 2.92 LTC. After 4 days, the withdrawal was canceled, and they requested a selfie with my ID and the Snatch Casino website in the background.

- 07/07: I submitted all the required documents.

- 21/07: I contacted live chat asking for an update on my verification – no reply.

- 22/07: I received an email requesting **new documents**: the transaction hash and a bank statement.

- 25/07: Still no update from the casino after sending what they asked.

- 26/07: I asked again via live chat – still no response.

It’s been 26 days since I started the verification process. I’ve submitted everything multiple times, including screenshots of all transactions from my wallet. Their support has become unresponsive. I only receiving mails with offers trying to cancel my withdraw.

Please assist me in getting my account verified and my withdrawal processed.

Thanks in advance,  

Isaac

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?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, 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

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.

Hola Tomás,

Gracias por tu respuesta rápida.

Respondo a tus preguntas:

1. **¿He utilizado un bono?**  

No. No he utilizado ningún bono para las ganancias que estoy intentando retirar. Se trata de saldo limpio proveniente de depósito y juego directo.

2. **Comunicación con el casino:**  

Adjunto a este mensaje las capturas relevantes (en inglés) que muestran:

– La cancelación de mi retiro del 03/07  

– La solicitud de verificación (selfie con web + DNI)  

– Mi envío de documentos el 07/07  

– La falta de respuesta durante dos semanas  

– El nuevo pedido de documentos (hash + extracto) el 22/07  

– Y finalmente, el mensaje de hoy donde confirman que ya estoy verificado

A pesar de todo esto, aún no he podido retirar los fondos. Acabo de intentar nuevamente el retiro, y os mantendré informados si finalmente se procesa.

Gracias por vuestro apoyo y atención.

Un saludo,  

Isaac

Dear ****** and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Snatch Casino Representative

Dear ***** and Casino Guru,

We kindly inform you that the player has successfully submitted a withdrawal request and should have received the payout.

Respectfully,

Snatch Casino Representative

No he recibido nada por el momento. Si me llegan los 2.92LTC lo informaré por aqui para que puedan cerrar el caso.

Confirmo que me acaba de llegar el retiro después de 28 días. Muchas gracias a casino gurú habéis conseguido en 1 solo día lo que yo no pude en 27. Esta plataforma es lo mejor que me ha pasado en tiempo. Por fin los casinos no pueden abusar de los usuarios sin impunidad. Ya podéis cerrar este caso.

Hello,

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,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Message from the player:(translated)

Hi, I have to reopen the case. I won again at snatch casino on 31/07 - 1600€ With my account fully verified they asked me again for the same documents on 08/08

but I still sent them to them. There has been no response whatsoever and now they have had the website under maintence for 4 days. It looks like a ponzi about to go bankrupt just like its sister site Ybets. Please help me urgently to recover my funds.

Attached are pictures of when I had to resubmit and the site is down.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello uuuooohhh,

this is Martin, I am sorry to hear about your troubles. I will be taking care of your complaint from now on. As you mentioned yourself, there is maintenance in progress on the casino's site. Nevertheless, as the first order of business, I would like to invite the Snatch Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user asked for documents again? Is the situation in any way tied to current maintenance status? Thank you in advance for providing us with your view of the issue.

Dear uuuooohhh and Casino Guru,

We would like to inform you that there was a technical issue on our side. We sincerely apologize for the inconvenience. Please be assured that no verification is required for the player at this time. The player is free to request a withdrawal without any problems.

Thank you for your understanding!

Best regards,

Snatch Casino Representative

Hola,

El caso está empeorando. Después de leer la respuesta pública de Snatch Casino, pensé que todo estaría en orden y preparado para retirar. Sin embargo, para mi sorpresa, descubrí que faltan 5 LTC en mi cuenta.

Resumen de la situación:

• Llevo más de 20 días con el saldo bloqueado.
• El casino primero alegó un "error técnico" y me solicitó volver a verificar la cuenta.
• Posteriormente, la web estuvo fuera de servicio durante varios días.
• Y ahora, mi último retiro de 5 LTC del 06/08 aparece como Cancelado, pero los fondos no han sido devueltos a mi balance.
• Mi balance debería ser de aproximadamente 1.756 USD, pero actualmente solo muestra 1.178 USD.

Solicito la devolución inmediata de los 5 LTC desaparecidos y que se procese de inmediato el retiro de todos mis fondos. No quiero seguir manteniendo dinero en una plataforma que demuestra un comportamiento tan poco profesional y contradictorio.

Captura donde se ve mi retiro cancelado de 6 agosto. Mi balance deberia ser de 1756 dolares en vez de 1178.

captura donde Live chat dice que reenviará el caso al relevant department

Dear uuuooohhh,

thank you for letting us know. We will of course try to get more information from the casino representative.

Dear casino representative,

could you please review this matter and provide us with an explanation? As you can see, a withdrawal of 5 LTC was cancelled but never returned to the player's balance. What is the reason for the cancellation of the withdrawal? Is there a timeframe in which the amount will be returned to the player's balance?

Dear uuuooohhh and Casino Guru,

We would like to inform you that we have carefully reviewed the situation on our side and can confirm that there are no missing funds from the player’s account.

On July 31, the player had a balance of 14.766 LTC. A withdrawal request for 4.6 LTC was submitted and successfully processed, and the player should have received these funds. After this payout, the balance was 10.166 LTC.

Next, on August 06, the player requested a withdrawal of 5 LTC, which reduced the balance to 5.166 LTC. However, this withdrawal was later cancelled, and the balance returned to 10.166 LTC. 

The player's balance is currently 10.166 LTC. We confirm that the player’s balance is displayed correctly.

Thank you for your understanding!

Best regards,

Snatch Casino Representative

Dear casino representative,

thank you for providing us with your view of the situation.

Dear uuuooohhh,

can you confirm the casino's claims? In case you believe the issue still persists, please provide us with current screenshots of your account interface.

In case this is now resolved, are you able to proceed with your withdrawals? Please keep us updated.

Confirmo la versión de snatch casino en este caso. El retiro de 4.6 LTC me llegó el 1 de agosto. Disculpen la confusión. Procedo ahora si a retirar el saldo que tengo en la cuenta. Por favor no cierren el caso hasta que realmente snatch casino me pague los 10.166 LTC pendientes. Muchas gracias por la colaboración.

Dear uuuooohhh,

thank you for clarifying the situation. The complaint will of course remain opened, until you confirm you have received your funds.

Genial muchas gracias! Les actualizo nada más reciba el dinero.

Dear uuuooohhh and Casino Guru,

We inform you that the withdrawal requests were successfully processed on our side, and the player should have received the funds. We hope that the player received the payouts.

Thank you for your cooperation and trust!

Best regards,

Snatch Casino Representative

Efectivamente pagos recibidos pueden cerrar el caso. Muchas gracias nuevamente a casino gurú por ayudarme a recuperar el dinero. Son los mejores

Dear uuuooohhh,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Snatch Casino for their assistance in resolving this matter. 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, 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, 

Martin

Casino.Guru