Snatch Casino - Pelaajan kotiutus on viivästynyt KYC-tarkastuksen vuoksi.

I have sent my KYC information that they asked for 20 days ago. Live support never give any update and just say i have to wait for an email. When the email arrives it always says the same this which is as follows.

'Dear Player,

Our team is actively addressing this matter. Currently, there is no new information to report from the KYC Department. I have just resubmitted your case to the KYC Department once more with high priority; I hope this will help to receive a reply faster. Your patience and understanding are greatly appreciated.'

Best Regards,

Brian

Snatch Casino Support Team

Can you please assist me in contacting the casino to find out what the issue is.

Thanks

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at the casino?
• Could you please list which documents you have provided to the casino so far?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you previously withdrawn winnings from this online casino?
• Could you please share recent communication between you and the casino in a format other than plain text as evidence? Send chat transcripts or emails exchanged between you and casino support regarding the delay in verification to my email at tomas@casino.guru

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

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.

Hi Tomas,

I joined the casino on 27/06/25

I have sent what they asked for which is my ID card front and back and a selfie of myself in front of my laptop with their casino page open.

I played slots

I didn't use the bonus

This is the 1st win I have had so never withdrawn before

I will forward all the emails over to you now.

Thanks

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear SolarX92,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Snatch Casino representative to join this conversation and participate in resolving this complaint.

Dear Snatch Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

I have sent 2 very clear and readable selfies of me holding my ID in front of their webpage as they asked and both times they are saying they are not clear. I will email them over to you now so you can make your opinion on whether they are clear or not.

Dear SolarX92 and Casino Guru,

We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.

At your earliest convenience, we kindly ask you to review the message and provide the requested information. Once received, we will ensure that your request is processed as promptly as possible.

Thank you in advance for your cooperation. If you have any questions or need any assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Dear SolarX92,

Could you please follow the casino's instructions and provide them with the necessary documents?

I'll be awaiting your reply.

Hi,

I have sent all of the documents they asked for

Dear SolarX92,

Thank you for your response and your cooperation.

Dear Snatch Casino,

Could you please state whether the provided documents are sufficient to verify the player?

I'll be awaiting your reply.

Dear SolarX92 and Casino Guru,

We would like to inform you that the KYC department has not yet received all the necessary documents (namely, the proof of address in English is missing at the moment). We kindly inform you that the specialists are still waiting for this document. We also ask the player to check the inbox to provide the missing document.

We hope for your understanding!

Respectfully,

Snatch Casino Representative

They only emailed me a couple of hours ago to ask for it in Engliash. I already sent them my electricity bill and it's obviously not in English as I live in Belgium. They are just making excuses not to pay me what I won. Its just delay tatics they take weeks to respond to anything. They can easily translate the bill themself if they need to.

Dear Snatch Casino,

Could you please explain why you need the translation of the proof of address into English?

I'll be awaiting your reply.

I have sent it to them in English as well, shall I send both PDFs to you so you can see them?

Dear SolarX92,

You can send it to my email address stefan.m@casino.guru. Thank you very much in advance.

Dear SolarX92 and Casino Guru,

We would like to sincerely apologize for any inconvenience caused and inform you that our website is currently undergoing technical maintenance.

We understand how frustrating this may be and truly appreciate your patience and understanding during this time. Please rest assured that once the maintenance is complete, all relevant information will be thoroughly reviewed and addressed as a priority.

Thank you again for your continued support and trust!

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Firstly, could you please respond to my question regarding the translation of proof of address? Secondly, is there a timeframe for when your casino will be live again?

Thank you very much in advance for your response.

Dear SolarX92 and Casino Guru,

We kindly inform you that a proof of address in English is required, as English is the official language of communication on our platform. Submitting documents in English ensures a faster and more accurate verification process, helping us confirm identity.

Please note that our KYC department has sent the player another email with detailed instructions about the missing documents. We kindly ask the player to check their inbox and provide the requested information as soon as possible.

We are doing everything we can to restore full platform functionality as quickly as possible. However, at this moment, we are unable to provide a specific timeline. We sincerely apologize for the inconvenience and appreciate your patience during this time.

Thank you for your understanding!

Kind regards,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for your response and the information you have provided.

We believe that the original proof of address should be accepted as the translation to English won't change the address and name of the complainant. Are there any other documents required outside of the proof of address?

I'll be awaiting your reply.

They just sent me this email below. Looks like they are now saying they want another bill as the other one is now over 90 days old. It is now 92 days old but when I originally sent it to them 7 weeks ago it was well within that time frame. I will send them another one anyway and see what other delaying excuse they come up with!

Dear Player,

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents such as a utility bill that shows your full name, residential address and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return. 

Dear Snatch Casino,

Did you manage to receive the fresh proof of address from the player? Could you please inform us whether it was accepted and the player is ready to withdraw the funds?

I'll be awaiting your reply.

Dear SolarX92 and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Snatch Casino Representative

It also states in their terms that the withdrawal limit for all players is $1000 per day

Dear Snatch Casino,

Could you please assist the player in withdrawing their funds? I have checked the terms and conditions, and you state that the daily withdrawal limit is 1000$. Could you please state why the player's withdrawal was limited to just 500$ and is not working?

Thank you very much in advance for your cooperation.

I'll be awaiting your reply.

Dear SolarX92 and Casino Guru,

We would like to inform you that we have contacted our financial department to clarify the matter regarding the player’s withdrawal limits. According to their response, the current limit is based on the documents previously submitted by the player during the verification process. At the moment, based on the client's KYC information, this is the maximum withdrawal limit available to the player.

If the player wishes to increase the withdrawal limit, we kindly ask them to provide the following document:

Legal proof of the source of funds received to the player’s account (crypto wallet) from which deposits were made to our platform.

Once this document is submitted, the withdrawal limit will be reviewed and may be increased. The player can send the document to our KYC department at kyc@snatchcasino.com.

Thank you for your understanding!

Best regards,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for your response and clarification.

Dear SolarX92,

Could you please provide the casino with the requested document and verify your source of funds?

I'll be awaiting your reply.

Its ok I withdrew 500$ now so I will just do that daily, I don't want to drag this on any longer. Can you ask them to release the pending withdrawals I currently have that are within the $500 daily limit please

Dear Snatch Casino,

Could you please state when the player's withdrawals will be processed?

I'll be awaiting your reply.

Dear SolarX92 and Casino Guru,

As we currently see, one additional withdrawal has been processed today. By this point, we have processed 6 withdrawal requests since completion of the player's verification two weeks ago, while working on the remaining two.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for the information you have provided. Your cooperation is much appreciated.

Dear SolarX92,

Could you please state how much you have withdrawn from the casino so far and how much is remaining to be withdrawn?

I'll be awaiting your reply.

I have had 7 successful withdrawals so far but still have 1 processing since 31/08 and one from 09/09 which I find strange as I have withdrawals on 01/09, 03/09, 05/09 & 10/09 that have been processed so not sure why the other two seem to have been skipped.

Dear Snatch Casino,

Could you please inform us when you will process the player's withdrawal requests?

I am looking forward to your response.

Dear SolarX92 and Casino Guru,

Upon further check, we can confirm that the mentioned withdrawal from the end of August was successfully processed earlier today. At the moment, player has two recent withdrawals pending, which the team is working on within constraints of limits and payment processing bandwidth.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for your response and the information you have provided.

Could you please let us know once the additional payments are processed?

I'll be awaiting your reply.

Dear SolarX92 and Casino Guru,

To provide an update, both withdrawals mentioned in our previous message have been completed successfully. The team is currently working on further requests made during this week.

Respectfully,

Snatch Casino Representative

Dear SolarX92,

Could you please provide us with the information on how much is the remaining balance to be withdrawn?

I'll be awaiting your reply.

Dear SolarX92,

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.

Dear SolarX92,

Thank you for your response and for the information you have provided.

May I kindly ask whether you have received any additional withdrawals to your bank account? Additionally, have you submitted any further withdrawal requests?

I look forward to your response.

Dear SolarX92 and Casino Guru,

To provide an update, the team has made several withdrawals during the last week, including on September 24rd, 26th and earlier today. We continue working on the remaining requests!

Respectfully,

Snatch Casino Representative

Dear SolarX92,

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,
Stefan
Casino.Guru