Snatch Casino - Player's withdrawals are delayed.

Withdrawals were declined, have detected an irregular gaming process. This is being investigated and will take more than 14 days.

Dear Marru92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your account blocked as a result of the investigation of your account?
• Could you please share the communication from the casino informing you about the investigation of your account? Share screenshots here or send the information to my email at tomas@casino.guru
• Have you passed KYC verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Marru92,

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.

Hi, I have sent you several emails.

Thank you very much, Marru92, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Marru92!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Snatch Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

I contacted the chat. They told me that I can now withdraw money. The check was complete. I still can't withdraw. They told me that now I have to wait for the lock to be removed, it might take a while. They didn't say how long it would take.

I wanted to do kyc verification, no need to do it. What is strange

Will it take the finance team the next 3 weeks to remove the lock?

They keep saying over and over that I can lift. But I can't

I got my money withdrawn today. It was cancelled again, due to kyc verification. I sent kyc team 2 different IDs, 3 different invoices, selfie, account transactions, receipt, pictures of bank card. I will also send them to casinoguru. Let's see how long this takes.

I sent these documents 3 weeks ago, they replied that a KYC check is not needed.

Snatch Casino, can you explain why the player is notified that the verification is not needed at first, but then documents are requested from them? This is not the first time it happens.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marru92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel