The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The issue was resolved when part of the winnings was received by the player, confirming that the withdrawal process had been completed. The complaint was subsequently marked as 'resolved' in the system.
Snatch Casino - Player believes that their withdrawal has been delayed.
Amount: €800
Snatch Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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2 months ago
Translation
The casino claims they process withdrawals within 12 to 24 hours, but I have been waiting for about 9 days now and nothing has happened. My account is verified and ready for withdrawal. They do not respond to emails. The live chat provides only the same responses, repeatedly asking for ID, selfies, bank account details, etc., to be sent to the finance department. I have sent these documents three times via email. I wonder why they offer live verification if I still have to send everything through email. I paid with my own account, not through any other means. Please help, Casino Guru. Sincerely, Giovanni.
Automatic translation:
Public
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2 months ago
Dear rayanmaxim68,
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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2 months ago
Translation
Hello everyone, part of the money has arrived, we can shoot the case, best regards, Giovanni
Thank you for your efforts
Automatic translation:
Public
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2 months ago
Dear rayanmaxim68,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
