The player from Austria had won 1000 Euros at Snatch Casino and had been trying to verify her account. However, her selfie, which was part of the verification process, kept getting rejected. Despite reaching out to the casino via email, she had not received a response. The player confirmed that her passport and proof of address had been approved, but the selfie was consistently rejected. We offered to review the rejected selfie and provided advice, but the player did not respond to our messages. As a result, we were unable to investigate further and had to reject the complaint.
Snatch Casino - Player faces account verification difficulty.
Amount: €1,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
I won 1000 Euros at the Snatch Casino after a long time. I then wanted to verify my account, for which I was required to take a selfie. However, each time it was rejected. Apparently, I took too many and now I can't do anything at all. I reached out via the chat and was told to send an email, but I have yet to receive a response. It seems like they only accepted my ID. I'm not sure what to do next. Kind Regards, Ingrid
Automatic translation:
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1 month ago
Dear Putzi,
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 confirm that you sent your selfie as requested by the casino via email? Did you make sure to take a photograph in a natural light with all the text on your ID visible and legible?
Have you provided the casino with any other documents except for your ID for verification purposes (e. g. bank statement, proof of address, proof of payment, etc.)?
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
Veronika
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1 month ago
Translation
Hello!
I sent my passport and it was approved. I sent my proof of address and it was approved. But they always reject the selfie no matter how I do it
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1 month ago
Could you please forward me the selfie that keeps getting rejected by the casino? That way, we may check it out and advise on what you could change to make it acceptable. My email address is veronika.l@casino.guru. Thank you.
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