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

Hello,

I am filing this complaint due to recent issues I encountered with Snatch Casino regarding my withdrawals and account verification process.

On July 22nd, I requested eight withdrawals of €1,000 each, for a total of €8,000. On July 23rd, I contacted the live chat support to ask whether any verification documents were required. I was clearly told that no verification was needed and that my withdrawals would be processed within 48 hours.

As a precaution, I still decided to send all necessary verification documents in advance on July 23rd at 4:28 PM, by email. I included:

A photo of my passport

A photo of me holding the passport in front of the website

And a recent utility bill showing my full address, because I had seen in other complaints that this document was often requested later, and I wanted to avoid delays.

The support agent confirmed that they had received all documents and that everything was in order.

However, on July 25th, I received an email requesting the same verification documents again, and at the same time, all my pending withdrawals were cancelled, without any explanation or justification.

This situation is very concerning, especially since I have read many similar cases on CasinoGuru and AskGamblers from players whose withdrawals were either delayed for a long time or never paid at all.

I am providing here all the necessary evidence (screenshots, emails, confirmations), and I kindly request that my documents be verified within a reasonable time frame (maximum 3 business days) and that my withdrawals be processed promptly.

Thank you for assisting me in ensuring that my rights as a player are respected.

Kind regards,

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 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.

Hello Casino Guru team and fellow players,

I wanted to share my current experience with Snatch Casino to keep you updated and hopefully receive some clarity.

I made my first withdrawal request on July 22, and the funds initially appeared to be in processing. I contacted the live support and asked whether they required any documents for identity verification (KYC). They told me no documents were needed at that time.

Then, just two days later, all of my withdrawals were canceled, and I received a KYC request on July 25.

However, I had already sent all the necessary documents two days before that, including:

A photo of myself holding my passport in front of my computer showing the casino website,

A utility bill showing my full name and address,

A copy of my debit card.

I re-sent the same documents again on July 25, and then again on the 26th and 27th, just to make sure they had everything.

Since then, I have not received any confirmation or update.

I even contacted support again over the weekend, and they told me I would receive a response on Monday — yet I am still waiting.

At this point, it’s been almost two weeks since my first withdrawal request, and I still don’t know where things stand. Honestly, this is unacceptable. On many other casinos, identity verification is done within a few hours, and withdrawals are processed in 1–2 days at most.

I hope this information is helpful to other players and I sincerely hope the Casino Guru team can assist in putting pressure for a proper resolution.

Best regards,

Hello Casino Guru team,

I’m reaching out regarding my unresolved withdrawal issue with Snatch Casino.

I won a significant amount on July 22nd, and I submitted multiple withdrawal requests that same day. According to the casino’s own processing timelines, these funds should already have been credited to my account by now.

A few days later, all my withdrawals were suddenly canceled, and on July 25th, I received a request for KYC verification – even though I had already proactively sent all required documents (passport, selfie with ID, utility bill, debit card, bank statement) several days earlier to speed things up.

Recently, I was told that some of the documents were "cropped" or "cut off", without any clear indication of which ones were problematic. I confirm that all documents were perfectly readable and fully visible. Despite that, I took fresh photos of all documents and resubmitted everything again immediately.

As of today, I still have no confirmation or timeline, and I’m worried that this is part of a deliberate delay tactic.

It has now been nearly two weeks since my initial withdrawal request. On other licensed casinos, KYC takes only a few hours and withdrawals are processed within 1–2 days. This situation is unacceptable and deeply concerning.

I kindly request Casino Guru’s assistance in pressuring the casino to:

Finalize the KYC process,

Approve my account,

And process the full amount of my withdrawal without further delay.

Hello Casino Guru team,

I would like to provide an update regarding my case with Snatch Casino.

As of today, the casino’s website is showing a "maintenance" status and I can no longer access my account or check the status of my withdrawals and KYC verification.

This is very concerning given that:

My first withdrawal request dates back to July 22nd,

My KYC verification has been pending for nearly two weeks,

All my previous withdrawal requests were canceled without valid explanation.

I am worried that this "maintenance" could be another delay tactic, and I request urgent follow-up with the casino to clarify the situation and ensure my funds are not at risk.

Thank you for your assistance.

Best regards,

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Have you received any updates from the casino since you re-submitted your documents? Did they confirm whether the documents were accepted or if anything else is still required?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello,

I have sent all the required documents. Please let me know if anything is missing.

Thank you for your assistance.

Best regards,

As you can see, my 8 withdrawals of 1000.- and on this date, 2 requests for documents were made to me because supposedly the documents were cropped or in poor quality, I would like my withdrawals to be made, it has been almost 1 month

j'ai jouer à gates of olympus, machines à sous

So, I played everything because it was impossible to withdraw, the casino is rigged, too many requests for documents, sterile discussions in the chat and mafia-like practices

J’aimerai que vous fermier ce dossier comme non résolu et que vous baissiez la note du casino, merci

Dear player, thank you for the update, and I’m truly sorry to hear how this situation has unfolded.

We fully understand your frustration with the prolonged verification and withdrawal process. However, please allow me to kindly remind you that each player is responsible for the funds in their casino account until a withdrawal has been successfully processed and received. As long as the money remains in your playable balance, the decision to continue playing lies fully with the player, and unfortunately, once the funds are lost during gameplay, we are no longer able to assist in recovering them.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.