Snatch Casino - Withdrawal of player's winnings has been delayed.

Hello good morning, I've been trying to withdraw money from the bookmaker (snatch) for over 10 days and they keep throwing me back and forth, I try to contact them in the chat or via e-mail and they always have the same story,

I made a deposit of 100 reais, I'm in Brazil and it was made via Pix

I won a sum of 1700 reais and then the clowning started.

At the time of withdrawal, I only had the option to withdraw via a broker from another country that would not be Brazilian, remembering the deposit was via pix, the withdrawal should be through the same institution, then they told me to make an account with the broker (skrill) I did it took 3 days to complete, they said that after skrill verified my account I would be able to withdraw, I passed the verification all right, now they told me to send documentation to the site (snatch) via e-mail, I sent it, more than 3 days ago and they still haven't said anything about that verification, there is no way to follow the verification because they asked via email, if I try to contact via chat and always the same story, that's it, it's been 10 days and so far I don't have a response from the site, I wanted to solve this in the best way, but I will need to go to the electronic crimes police station in my city to try to take down the site, this is cowardice with the users of the platform, you need to take action on this, because the guru is responsible for the houses that are within its platform.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.