Snatch Casino - Pelaajan kotiutus on viivästynyt ja ratkaisematta.

I have requested 2500 usdc withdrawal on May 19th but it is still not being processed.

Support is extremely inconsistent in explaining the reasons.

• first their payment team was off that day
• then technical issues
• then on they said they will process it in saturday (only to tell me later their payment team does NOT work weekends!)
• then payment team has high workload (for 10 days!)
• then they are reviewing it although they said it is approved already

I asked to get it escalated to management, which did not happen, and customer support is constantly making up different excuses.

Dear Player,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your recent 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

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.

Hi Tomas,

Have you made any successful withdrawals from the casino in the past? - yes, one withdrawal was processed immediately (500 USDC amount, requested also on 19th, few hours apart from this delayed one of 2500 USDC)

Could you please confirm that you have passed the KYC verification? - no, KYC verification was never requested and i was never prompted to do it

Have you accumulated your winnings with the help of a bonus? - no, winnings were accumulated with real money (welcome bonus was never activated), first withdrawal was part of same gameplay

Could you please share with me your recent communication with the casino? - screenshots attached

1st screenshot - technical issue

2nd screenshot - on 23rd they said it will take about 3 days, 6 days past from that moment, nothing solved

3rd screenshot - all of a sudden it's not technical issue, but high volume of requests

4rd screenshot - it's under reviewing, even though it was approved before, and this withdrawal comes from same gameplay like previous withdrawal

If you need anything else or other proof please let me know.

Thanks for the detailed explanation.

• Has the casino since processed your payout?

Please let me know.

Dear maxlong,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru