Snatch Casino - Pelaajan kotiutus on estetty.

Hello Casinoguru, I made a deposit via Pix Brasil, I made a profit when I went to withdraw the Pix Brasil method was not available for withdrawal, I contacted the chat and asked me to withdraw via skrill, I made the withdrawal and the withdrawal is not finalized, it always returns to the balance, it appears that the withdrawal is pending but it does not appear in the withdrawal history, in short the withdrawal is blocked on this site. Could you please help me?

Olá Casinoguru fiz o depósito via Pix Brasil, obtive ganhos quando fui sacar o método Pix Brasil não estava disponível para saque, entrei em contato com o chat pediu para eu sacar boa skrill, fiz o saque e o saque não é finalizado, volta sempre para o saldo, aparece que o saque está pendente mas não aparece no histórico de saque, resumido está travado o saque nesse site. Poderiam me ajudar por favor.

Dear ericleo,

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 understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

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

Could you please share your communication with the casino regarding the withdrawal? 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.

Best regards,

Dominika

Hi Dominika

Have you ever made a successful withdrawal before?

Answer: yes when it was the old site before the site redesign.

Could you confirm that you have passed the KYC check?

Answer: Yes, my account is already verified.

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

Answer: without the active bonus with a real balance.

I will send the transcript of the conversation to your email.

Thank you.

Ola Dominika

Você já fez alguma retirada bem-sucedida antes?

Resposta: sim quando era o site antigo antes da remodelação do site.

Você poderia confirmar se passou na verificação KYC?

Resposta: sim minha conta já está verificada.

Você acumulou seus ganhos com ou sem um bônus ativo?

Resposta: sem o bônus ativo com saldo real.

Irei enviar a transcrição da conversa no seu e mail.

Obrigado.

The withdrawal is not available, I tried to withdraw again and couldn't.

O saque não está disponível, tentei sacar novamente e não consegui.

Dear ericleo, has the casino sent the promised email they mentioned during the live chat?

Have you been informed by the casino whether there is any internal check, security review, or technical issue currently preventing the completion of your withdrawal?

Do you know why the original deposit method is no longer available for withdrawals, even though it was used for your deposit? Also, could you please confirm which withdrawal method you used successfully in the past?

Has the casino asked you to make a small verification deposit via those suggested methods to activate them for withdrawals?

Hello Dominika

Dear ericleo, did the casino send the promised email that they mentioned during the live chat?

Answer: They haven't yet.

Have you been informed by the casino if there is any internal check, security review or technical problem preventing the completion of your withdrawal?

Answer: They said they are working to resolve the withdrawal issue.

Do you know why the original deposit method is no longer available for withdrawals, even though it was the one used for your deposit? Also, could you confirm which withdrawal method you have used successfully in the past?

Answer: I deposited via PIX Brasil and always withdrew via Pix Brasil, but the Pix method is no longer available for withdrawal.

Did the casino ask you to make a small verification deposit via the suggested methods to activate them for withdrawals?

Answer: Only credit card and Pix Brasil are available for deposit, deposit and withdrawal methods are different, none are the same.

Olá Dominika

Caro ericleo, o cassino enviou o e-mail prometido que mencionaram durante o chat ao vivo?

Resposta: ainda não enviaram.

Você foi informado pelo cassino se há alguma verificação interna, revisão de segurança ou problema técnico impedindo a conclusão do seu saque?

Resposta: disseram que estão trabalhando para resolver o problema do saque.

Você sabe por que o método de depósito original não está mais disponível para saques, embora tenha sido o utilizado para o seu depósito? Além disso, você poderia confirmar qual método de saque você utilizou com sucesso no passado?

Resposta: eu depositei via PIX Brasil e sempre sacava via Pix Brasil, mas não está mais disponível o método Pix para saque.

O cassino pediu para você fazer um pequeno depósito de verificação por meio dos métodos sugeridos para ativá-los para saques?

Resposta: para depósito está disponível somente cartão de crédito e Pix Brasil, método de depósito e saque são diferentes, nenhum igual.

Dear ericleo, have you received any update from the casino since your last message? Has the withdrawal issue been fixed or are you still experiencing the same problem?

Hi Dominika, I can't cash out at this casino, they always say they're working on it, but so far I haven't been able to cash out my money, it's in my gaming account, I don't play anymore because it's no fun playing without being able to cash out. They said they were going to activate cryptocurrency withdrawals, but so far they haven't done it.

Olá Dominika, não estou conseguindo sacar nesse Casino, sempre dizem que estão resolvendo mas até o momento não consegui sacar meu dinheiro está na minha conta de jogo, não joguei mais pois perde a graça jogar sem poder sacar. Disseram que vão ativar o saque em criptomoeda mas até o momento não liberaram.

Thank you very much, ericleo, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

Thanks for your attention Dominika and Casinoguru.

Obrigado pela atenção Dominika e Casinoguru.

Dear ericleo,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Snatch Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear ericleo and Jana,

We completely understand how sensitive this situation is and want to assure you that we are doing everything possible to resolve it as quickly as we can.

At the moment, we are conducting a thorough review of the case and hope to complete it shortly. We sincerely appreciate your patience and understanding during this process.

Thank you once again for your trust and cooperation. If you have any questions or need further assistance, please feel free to reach out to us at any time.

Respectfully,

Snatch Casino Representative

Since April 28, 2025, I've been trying to withdraw from this site for more than 20 days and I can't. It's strange that deposits are never in maintenance, only withdrawals.

Desde o dia 28/04/2025, tem mais de 20 dias que estou tentando sacar nesse site e não consigo, estranho que os depositos nunca ficam em manutenção somente os saques.

Dear ericleo and Jana,

Unfortunately, there were some temporary issues with our payment provider at that time. We sincerely apologize for any inconvenience this may have caused.

We will do our best to resolve the situation as quick as possible. Thank you once again for your trust and patience.

Respectfully,

Snatch Casino Representative

Hello Jana, after almost a month I was able to make a withdrawal, thank you for your help, you can mark the complaint as resolved. Thank you very much Casinoguru.

Olá Jana após quase 1 mês consegui fazer saque, obrigado pela ajuda pode marcar a reclamação como resolvida. Muito obrigado Casinoguru.

Dear ericleo,

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,

Jana

Casino.Guru