The player from Portugal had requested a withdrawal less than two weeks prior to submitting the complaint. Their money hadn't been received yet. We had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint. The delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. However, the player confirmed that they had received their withdrawal. We marked the complaint as 'resolved' in our system.
Snatch Casino - Player believes that their withdrawal has been delayed.
Amount: €2,000
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On October 13th, I registered with Snatch Casino, including account verification on the site itself, which indicated that I would be able to withdraw any winnings. Later on, I won 2000 euros, and that's when the problem began. I requested a withdrawal, which was left pending, and after a few hours, received an email asking for documents. I responded to the email, but I never received a response back. I tried contacting live chat, but it seems like the responses are automated because they keep saying the same thing.
They ask me to wait for the finance department to respond. I do not recommend this casino to anyone. It's very, very bad.
Automatic translation:
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1 year ago
Dear Jogador81,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Good afternoon, yes I already received it! Thanks
Automatic translation:
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1 year ago
Dear Jogador81,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
