The player from Italy had won €1250 at Snatch Casino and had requested to withdraw the funds through three separate transactions, which had been pending for 10 days. Despite verifying the account and submitting the necessary KYC documentation, he had not received a response, and customer service had not resolved the issue. After escalating the complaint, communication with the casino had led to the processing of the first withdrawal, and ultimately, all withdrawals were successfully completed. The issue was marked as resolved, and the player confirmed receipt of his winnings in full.
Snatch Casino - Player faces delayed withdrawals.
Amount: €1,250
Snatch Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
I signed up at Snatch Casino and was lucky enough to win €1250. I requested to withdraw my winnings through 3 separate withdrawals, but they have been PENDING for 10 days. I verified my account and sent all the requested documentation for KYC, but I haven't received any response. The customer service chat continues to stall without solving my problem. What can I do to avoid losing the money?
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1 month ago
Dear domy852004,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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1 month ago
Translation
Today is the 14th day. Every day I contacted customer service via chat, but they do nothing but stall for time saying that they will urge the financial offices. And every day I send an email to kyc with the requested documentation. To this day my withdrawals are still PENDING. Will I ever get my money????
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1 month ago
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Still no response and withdrawals PENDING! 😞
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1 month ago
Thank you for your replies.
Could you please specify which documents you sent for the KYC verification? Have any of your documents been approved yet?
When was the last time you communicated with customer support regarding your withdrawal?
Did you accumulate your winnings with or without a bonus?
What types of games did you play? Were they slots, live casino games, or did you make bets on sports only?
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1 month ago
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Clear images or screenshots of both the front and back of the card that you used to fund your account. For security reasons, make sure only the first 6 and last 4 digits of the card number and expiration date are visible on both sides. The CVV/CVC must be covered.
A screenshot of your bank account or a bank statement. Make sure the screenshot is good quality, not cropped and clearly shows your address, full name, BIC and IBAN.
I've been sending them every day for 15 days. I've never received a response. I've even changed the format, but nothing.
I communicate with the support chat daily but they waste time telling me that it is not up to them and that they will contact the financial offices.
The winnings were accumulated without bonuses by playing only slots.
Thank you
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1 month ago
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I keep sending the requested documents every day but without any response and my 3 withdrawals remain PENDING. Customer service continues to push but nothing. Only you can help me!
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1 month ago
Thank you very much, domy852004, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
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Thank you Veronika, you were very kind. I look forward to hearing from Michal.
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4 weeks ago
Hello domy852004,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Snatch Casino to join the conversation.
Dear Snatch Casino,
Could you kindly share any updates regarding the reasons behind the delay in processing the player's withdrawals?
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4 weeks ago
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I am exhausted. I contact customer service every day and send the email with the documents to kyc every day. But nothing is solved! From 27 September 1250 € blocked.
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3 weeks ago
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I think the email where I keep sending documents it's full for daily I get error messages. What a disaster!
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3 weeks ago
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The situation has not changed. No response to reminder emails and withdrawals still PENDING.
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3 weeks ago
Dear domy852004 and Michel,
I hope this message finds you well. We have kindly resent the necessary documentation requests to the player for verification process.
Should you have any further questions or require additional assistance, please feel free to reach out. We are here to help.
Respectfully,
Snatch Casino Representative
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3 weeks ago
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Good morning,
at 00.15 today 23 October I sent the requested documentation again. I kindly ask you to validate my 3 withdrawals. Thank you
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3 weeks ago
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You keep asking for more and more strange things and making unnecessary problems. If my card doesn't have my name and surname you want the statement. Now I'll send you that too and let's see what else you ask.
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3 weeks ago
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They finally started paying. After asking me for all sorts of documents. They processed the first withdrawal. Thanks CasinoGuru and thanks Michel
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3 weeks ago
Dear domy852004,
That is good news. I'm keeping my fingers crossed that all the withdrawals will finally be processed without further issues now that your account is verified.
Please keep me updated on the progress.
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2 weeks ago
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The other 2 are still PENDING. Let's hope so. I'll keep you posted!
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1 week ago
Dear domy852004 and Michal,
Thank you for your patience. We are pleased to inform you that all withdrawals have been successfully completed. We sincerely apologize for any inconvenience caused by the wait.
If you have any further questions or concerns, please don't hesitate to reach out.
Respectfully,
Snatch Casino Representative
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1 week ago
Thank you for your response, Snatch Casino Team.
Dear domy852004,
Please let me know when you receive your withdrawals and if I may proceed with closing your complaint as resolved.
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1 week ago
Translation
I confirm that all withdrawals have been processed. I have received my winnings in full. Thank you Michal and thank you Casino Guru for your assistance!
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1 week ago
Dear domy852004,
Thank you for the confirmation. We're glad to hear that your issue has been resolved and you have received all your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
