Snatch Casino - Pelaajan kotiutus viivästyy, mikä vaikuttaa bonuksiin.

I have been waiting for days and they don't tell me when it will be verified and now I'm losing my bonuses because of it. I need to withdraw my money to be able to use my bonuses and I can't. They also have a 7 days of luck bonus where if you are a new account for 7 days you can complete tasks to win rewards, I cant complete them because I cant use my bonuses to complete the tasks and I have to use real money. If I could withdraw my amount I could use my bonuses to complete my tasks

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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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I sent my ID card and a picture of my ID card in front of the website as requested by the KYC team

I provided the info on the 28th of October and I have not heard anything from the KYC department only the support team.

I have also lost many bonuses I had on my account which I couldn't use because the casino states you need to use your balance first before using the bonuses and I could not use them because I couldnt withdraw my balance that I earned.

I have forwarded the email conversations to you

Thanks for your reply.

• Did the casino approve your documents since your last post?
• Were you able to request a payout of your winnings?

Please let me know.

they asked me to send a photo of a document with my home address on it and a photo of me holding the id and showing my face in front of the website but im still waiting for a response

Dear mcosti

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, Kubo ([email protected]). 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,

Tomas

Dear mcosti,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Snatch Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Snatch Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verfication.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

They have verified my account now but they refuse to compensate me with my lost/expired deposit bonuses that i lost from waiting for the kyc verification

Dear mcosti,

We have clarified the situation with our KYC Department and can confirm that your account has been successfully verified. We would like to draw your attention to the fact that, in accordance with our terms and conditions, all bonus funds would have been cancelled if you had created a withdrawal request.

However, we have credited 50 USD in bonus funds to your account to support your loyalty. This amount is slightly higher than the original bonus and the winnings from the free spins that you were unable to wager due to the KYC procedure.

Thank you for your patience and cooperation.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

Thank you for your fair and pro-player approach in this matter.

Dear mcosti,

According to the latest information, you received new bonus funds as an act of goodwill from the casino, acknowledging the delay in the KYC process on their side. However, it is also important to note that, as the casino stated, any winnings generated from that bonus would have been voided upon your withdrawal request - which you confirmed was your intention.

Unfortunately, if the bonus is configured to use real-balance funds first, and you did not have any real balance available at the time of activating the new bonus, the casino was unable to influence how the system processed it. Additionally, the casino cannot compensate hypothetical or potential winnings from a bonus, as bonuses are provided solely at the casino’s discretion. If a player cannot participate due to incomplete KYC or the lack of real balance, there is no basis for a refund claim.

Given these circumstances, I must reject your complaint as unjustified. However, now that your account is verified and additional bonus funds have been credited, I hope you will still have a fair chance to enjoy the games and win more.

Thank you for your understanding, and I’m sorry we couldn’t deliver a more favorable outcome. We believe the extra bonus funds provided by the casino should still serve as at least a partial resolution. If you encounter any issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we are always here to assist you.

Best Regards,

Kubo