Snatch Casino - Pelaajan kotiutus on viivästynyt ja tilin tila on epäselvä.

Beautiful good day,

I still have about €6,500 on the site. The site was previously operated by Altacore and evaded a bill of exchange. Before that, I received all my payouts. Since the site switched to a different parent company, I haven't been able to make any further withdrawals.

• I was asked to re-verify myself (even though I was already verified before and had already made withdrawals) -> I re-verified myself. I haven't received any feedback for 2 months.
• My euros were simply converted into dollars 1 to 1, which is absolutely unfair in my opinion!
• The payout has been pending for ages! (No meaningful response yet)

I hope I was able to describe the situation reasonably well and hope to find a solution.

Thanks so much!

Schönen Guten Tag,

Ich habe etwa noch 6500€ auf der Seite, die Seite wurde früher von Altacore betrieben und hat eine Wechsel hinterzogen, davor bekam ich alle Auszahlungen. Seitdem die Seite zu einer anderen Muttergesellschaft gewechselt ist konnte ich keine weiter Auszahlung tätigen.

• Ich sollte mich neu verifizieren (obwohl ich schon verifiziert war davor und schon Auszahlungen gemacht hatte) -> habe mich neu verifiziert Seit 2 Monaten keine Rückmeldung mehr bekommen.
• Meine Euros wurden einfach in Dollars 1 zu 1 übertragen was absolut unfair ist meiner Meinung nach!
• Auzahlung steht jetzt schon seit Ewigkeiten offen! (Keine sinvolle Antwort bekommen bisher)

Ich hoffe ich konnte die Situation einigermaßen gut schildern und hoffe eine Lösung zu bekommen.

Vielen lieben Dank!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation.

What types of games did you play to accumulate the winnings you are trying to withdraw? Were they slot games, live casino games, or sports bets?

Have you requested a change of the currency in your account, or did the casino inform you that your balance had been converted from euros to dollars?

When was the last time the casino contacted you regarding the delay in processing your payment, and how did they explain this delay?

Thank you very much for your cooperation.

Best regards,

Veronika

Beautiful good day,

Please excuse the late reply (currently on vacation) and thank you for taking on the case.

I played slot machine games.

I received my last payment before the site was under the new management. After the new operator took over, the currency was changed from Euros to Dollars (without notice). I was unable to withdraw any funds and had to re-verify my account. I'm not getting any response at all. When I actively contact the live chat, I'm always told that the relevant department is being contacted, but nothing actually happens.

When the site still belonged to the old operator, payouts always went smoothly; although you could only ever withdraw €500, that wasn't a problem for me.

I myself never requested a change or wanted anything of the sort.

Greetings

Woizahoiza

Schönen guten Tag,

Entschuldigen sie für die späte Antwort (aktuell im Urlaub) und Danke für die Aufnahme des Falles.

Gespielt wurden Automaten Spielen von mir.

Die letzte Zahlung habe ich erhalten als die Seite noch nicht unter der neuen Gruppe lief, nachdem die Seite von einem neuen Betreiber übernommen wurde, wurde das Geld von Euros in Dollar geändert (ohne Ankündigung), ich konnte nicht mehr auszahlen und musste mich neu verifizieren. Ich bekommen überhaupt keine Antworten, wenn ich aktiv die Live Chat kontaktiere wird immer darauf verwiesen das die zustände Abteilung kontaktiert wird, aber es passiert nicht wirklich etwas.

Als die Seite noch zu dem Alten Betreiber gehört liefen die Auszahlungen immer ohne Probleme, man konnte zwar immer nur 500€ auszahlen aber das war kein Problem für mich.

Ich selbst habe nie eine Änderung beantragt oder des gleichen gewünscht.

Grüße

Woizahoiza

Could you please forward me the emails and chat transcripts of your communications with customer support? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Dear Woizahoiza,

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.

Beautiful good day,

I sent them an email, unfortunately I didn't save any logs of the chat history via email.

There are currently no new changes. Still waiting for a payout or any response from the casino.

Greetings

Woizahoiza

Schönen guten Tag,

Ich habe ihnen eine Mail geschrieben, leider habe ich keine Protokolle von Chat Verläufen via Mail gespeichert.

Sonnst gibt es aktuell keine neuen Veränderungen. Wart immer noch auf Auszahlung bzw. auf allgemein ein Regung des Casinos.

Grüße

Woizahoiza

Dear Woizahoiza

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Guru and Woizahoiza,

We have requested additional information from our KYC department regarding the client’s verification process.

Respectfully,

Snatch Casino Representative.

Dear player,

Could you please confirm, if you have made any progress in your verification process since your last message?

Thank you.

I received an email requesting additional documents, but I haven't received a reply yet. The email arrived on November 25, 2025, and I replied with the documents on November 26, 2025.

Then I received another email stating that the documents they requested were being reviewed.

That was the situation.

Ich habe ein Mail erhalten und sollte noch zusätzliche Dokumente einreichen aber bisher keine Antwort erhalten. Die Mail kam am 25.11.25 und ich antwortete auf die Mail mit den Dokumenten am 26.11.25.

Dann habe ich eine weitere mail bekommen das die von ihnen angeforderten Dokumente geprüft werden.

Bis dahin der Stand.

Dear Woizahoiza and Casino Guru,

Upon further inquiry with the KYC department, submitted selfie could not be accepted as the information on the ID was unreadable in the picture. In addition, a request was made for an additional financial document. The KYC department is currently awaiting submission of those before proceeding.

Regarding player's earlier message of conversion concern, during our latest website update, wallets in various currencies were introduced. Beforehand, only EUR wallet was standard. The display value on the new version is in USD, however, the funds remained on fiat EUR wallet in the same amount as it was before redesign. The player is able to see totals in both EUR and USD in their wallet, with two numbers being different, subject to current exchange rates. In short, no conversion was performed during the update, besides visual enhancements and display of player's total in ALL wallets combined being defaulted to USD. The value in each separate wallet is still kept in the currency of the respective wallet.

Respectfully,

Snatch Casino Representative.

Dear player,

Have you been able to submit the mentioned photo and document?

Thank you.

Beautiful good day,

I have submitted the new document (with new photos) and am just waiting for a response.

Greetings

W********

Schönen guten Tag,

Habe die Neue Document (mit Neuen Fotos), eingereicht und warte nur auf Antwort.

Grüße

W********

Dear Woizahoiza and Casino Guru,

Unfortunately, the provided picture is still unreadable due to blur and darkness of the image. We kindly as the player to provide a picture where text on the ID is fully readable.

In addition, the KYC department has requested a utility bill to confirm the address of the player. The list of alternative documents was provided by the KYC team but it did not include a bank statement, which is what was provided by the player. As such, unfortunately, this submission could not be accepted either.

The KYC department has re-sent the request via email with full details. We kindly ask the player to check their inbox and provide suitable documentation.

Respectfully,

Snatch Casino Representative.

Dear player,

Have you been able to submit the documents in the exact form, as casino requested?

Hello, I've submitted another consumer invoice. I don't know why a bank statement isn't acceptable. It contains all the information needed to verify my identity.

The photo I sent to the KYC is sharp, everything on it is legible. (My ID was photographed with me from the front and back. The pictures were taken with a high-quality camera.)

I am happy to have a video call and will gladly prove my identity again. I would be happy to film myself logging into the site and show my ID to the camera.

Hallo, ich habe nochmals eine Verbraucher Rechnung eingereicht. Ich weiß nicht warum ein Konto Auszug nicht oke ist. Dort stehen sämtliche Daten die zum Prüfen meiner Identität ebenfalls drauf.

Das Foto das ich der KYC geschickt habe ist scharf, alles darauf ist leserlich. (Mein Ausweiß wurde mit mir von vorne und von Hinte aufgenommen. Die Bilder sind mit einer hochwertigen Kamera gemacht worden.)

Ich stehe gerne für einen Video-call bereit und beweise gerne nochmals meine Identität. Filme dabei gerne wie ich mich auf der Seite einlogge und zeige gerne meinen Ausweiß in die Kamera.

Dear player,

Could you please send me the last submitted documents to miroslava.d@casino.guru for review?

Thank you.

Dear Woizahoiza and Casino Guru,

Upon an update from the KYC department earlier today, the player is yet to provide requested documents to the KYC department. The team is awaiting the submission to proceed.

Respectfully,

Snatch Casino Representative.

Dear Woizahoiza,

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.

I forwarded them the email logs.

Greetings

Woizahoiza

Ich habe ihnen die Protokolle der E-mail weiter geleitet.

Grüße

Woizahoiza

Dear Woizahoiza and Casino Guru,

Unfortunately, the player has not yet provided the requested documentation related to the card used for transactions at Snatch. The KYC department will proceed with verification as soon as the documents are received.

Respectfully,

Snatch Casino Representative.

Dear player,

If you provided the casino with the documentation related to the card, and you believe, it is meeting casino's requirements, please send them to miroslava.d@casino.guru for review.

Thank you.

The card documents have been sent and I am waiting for a reply.

Best regards

Woizahoiza

Die Unterlagen der Karte wurden gesendet und ich warte auf Antwort.

Beste Grüße

Woizahoiza

Dear Woizahoiza and Casino Guru,

After provision of necessary documentation, player's account is now fully verified. We thank the player for cooperation in this matter.

Respectfully,

Snatch Casino Representative.

Dear player,

Could you please confirm, if you are able to start requesting withdrawals now?

Thank you.

I can currently request withdrawals and am waiting for the first payment; if everything goes smoothly, I will get in touch again.

Kann aktuell Auszahlungen beantragen und wart dann auf die erste Auszahlung, sollte dabei alles glatt laufen würde ich mich nochmals melden.

Dear Woizahoiza and Casino Guru,

We wish to note that there have not been any withdrawal requests made to date. If the player wishes to withdraw their funds, we ask them to place a withdrawal request.

Respectfully,

Snatch Casino Representative.

Dear player,

Could you please confirm, if you have been able to request and receive any withdrawals?

Dear Woizahoiza and Casino Guru,

To provide an update, no withdrawals were requested by the player since our previous update. The funds remain on player's balance.

Respectfully,

Snatch Casino Representative.

I received the first payout; the payout limit is €424 per payout, but I received the first payout.

Ich habe die erste Auszahlung erhalten, Auszahlungs Limit liegt bei 424€ pro Auszahlung, habe aber die erste Auszahlung erhalten.

Thank you for your update, Woizahoiza.

Please notify me about your future frequencies and amounts of payments.

Dear Woizahoiza,

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,
Mirka
Casino.Guru

We’ve reopened this complaint at the request of Woizahoiza. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Woizahoiza,

Could you please confirm, if you have received the full disputed amount by now?

Dear Woizahoiza and Casino Guru,

The player has not been utilizing the maximum available limits for their withdrawals, successfully submitting just two withdrawal requests in March, which have been fully processed by the team. The player has additionally made a withdrawal request in April, which has failed on the side of the bank. An automated informational message has been sent to the player and they were advised to repeat the attempt if they wish.

At the moment, the player does not have pending requests. As such, we do not see a valid reason for reopening of this complaint as Snatch has fulfilled our responsibilities since the closure of the complaint.

Respectfully,

Snatch Casino Representative.

Good afternoon, since only about €420 can be withdrawn at a time, the process is taking a little longer, and my bank also found this situation somewhat unusual. I have an appointment with the bank on Friday and will try to explain the situation to them so that the remaining withdrawal can proceed smoothly. It's a shame that the maximum amount is only around €420, but that's a decision for the casino to make.

As mentioned by the casino, all payouts have been processed so far; only the amount of the payout is extending the payout process.

Greetings

Woizahoiza

Schönen guten Tag, da immer nur 420€ etwa abgehoben werden können dauert der Vorgang etwas länger und meine Bank kam wohl diese Situation auch etwas komisch vor. Ich habe mit der Bank am Freitag einen Termin und versuche ihnen die Situation zu schildern, dass die restliche Auszahlung voll von statten gehen kann. Schade das der maximal Wert bei nur ungefähr 420€ liegt aber das darf ja das Casino selbst entscheiden.

Bisher kamen wie vom Casino erwähnt alle Auszahlungen, lediglich die Höhe der Auszahlung verlängert den Auszahlung Vorgang.

Grüße

Woizahoiza

Dear Woizahoiza and Casino Guru,

To provide an update, Snatch has not received any withdrawal requests from the player since April 1st.

Respectfully,

Snatch Casino Representative.

Dear Woizahoiza,

Could you please confirm, if you have received any update from your bank and how much is still left to withdraw at the moment?

Dear Mirka,

The funds remaining on player's balance currently total 3912.57 EUR. The sum remains unchanged since withdrawal on March 13th.

Respectfully,

Snatch Casino Representative.

Beautiful good day,

First of all, I would like to thank everyone for their excellent cooperation on this website.

I am currently still in contact with my bank and have another meeting scheduled soon to try and make it clear to them that it is a reputable bank account.

Since this seems to be the only option available for withdrawal on the website, I hope that I will get the okay from the bank to request a new withdrawal (it's pointless if I request one and it gets rejected again).

Otherwise, the possibility of converting the payout to another service, such as cryptocurrency or credit card, would still be considered.

I will report what the bank tells me today.

Greetings

Woizahoiza

Schönen guten Tag,

Ich möchte mich erst einmal um für die Guten Mitarbeit der Seite bedanken.

Ich bin aktuell noch mit meiner Bank in Kontakt und habe auch gleich nochmals ein Treffen und versuche ihnen klar zu mache, das es sich um eine Seriöse Bankverbindung handelt.

Da wohl nur diese Option für die Seite, als Möglichkeit zu Auszahlung steht, hoffe ich das ich von der Seiten der Bank das oke bekomme eine neue Auszahlung zu beantragen (bringt ja nichts wenn ich eine beantrage und diese wieder abgelehnt wird).

Sonnst stände noch im raum die Auszahlung auf einen ander Dienst vie Cryptowährung oder oder Kreditkarte um zu setzen.

Ich werde berichten was die Bank mir heute sagt.

Grüße

Woizahoiza

Dear Woizahoiza and Casino Guru,

The player has made a withdrawal request on April 14th, which, seemingly, was processed successfully by the team and was not declined. Hopefully, this means player's issue with their bank was settled and, if so, we welcome them to place the remaining withdrawal requests.

Respectfully,

Snatch Casino Representative.

Dear Woizahoiza,

Please notify me about your future progress in your withdrawal process.

Hello,

After consulting with my bank, the next transfer was not rejected and I made a new withdrawal today.

Greetings

Woizahoia

Hallo,

Nach Absprache meiner Bank wurde die nächste Überweisung nicht abgelehnt und es wurde meiner Seits heute eine neue Auszahlung getätigt.

Grüßle

Woizahoia

Dear Woizahoiza,

Could you please confirm, if you have started to receive withdrawals regularly?

Dear Woizahoiza and Casino Guru,

We can confirm that the player has requested several withdrawals since the latest update, which have been processed by the team successfully. At the moment, no pending requests remain and we welcome the player to withdraw the remaining funds, if they wish.

Respectfully,

Snatch Casino Representative.

I can confirm once again that the payouts are running smoothly.

Kann abermals bestätigen das die Auszahlungen reibungslos ablaufen.

Dear Woizahoiza,

We're glad to hear that your issue has been resolved. If a problem with payouts arises before receiving the full disputed amount, feel free to reopen the case. 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,

Mirka Dubasova

Casino.Guru