Snatch Casino - Player faces issues with support in fixing account details.

Hello i won 2000 euro on snatch casino and suddently i get no answer from support. Is it not supposed to be 24/7?. Yesterday when i played i got an answer after 15 min, Now i have been waiting for an hour. The problem is that i need The support to change my birthday date becuse i entered The wrong one when i registrated my account and in order to withdraw i need to complete to verfication which says that The birthday needs to be The same as my id card. Eveything else is verfied. I would be real happy if i can get help to reach The support about this. Many thanks Erik.

Dear williamgalin23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the mistake is that you switched the day and month of birth? Could you please confirm that all other personal data is correct?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello update i got a answer from support telling me that i need to contact The kyc@snatchcasino.com to help me complete The verfication. At first The problem was only that my birthday date was wrong becuse i entered The wrong one when i registrated my account. But now i also got a message that i have exceeded The number of Times to upload The documents. So i need to get an answer from kyc to help me assist with this. Have been waiting some time but still no answer.

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Thank you for your reply, williamgalin23. It can take a few days to review an issue like this. In this case, I suggest that we give it at least one more week so that the casino has enough time to get to your email, change the date, and proceed with the verification. I will leave this complaint open and if there is no development, please get back to us and we will intervene.

Okay sounds good i give them a week to respond and then i get back to you. Thanks for the help so far.

Hello Erik here again my account is now verfied but now i get a message that my maximum withdraw amount is exceeded. I don't understand how that is possible becuse i have never made a withdraw. That maximum withdraw amount is 1000 a day i think. I have tried withdraw that amount but it's not possible. I have sent a mail to support still waiting for answer. Feels like they don't want to pay me. Thanks Erik

Do I understand correctly that you currently don't have any pending withdrawals? Could you please post a screenshot of the error message here in this thread? Have you made any successful withdrawals before?

Hej Det Slutade tyvärr med att jag spelade bort alla pengar. otroligt komplicerat att få ut pengar från det här casinot. man hinner förlora tålamodet innan man lyckas få ett uttag, tack för hjälpen iallafall. Kommer nog överväga att inte spela på snatch casino något mera.

Tydligen Så Var uttags gränsen 500 euro och inte 1000 euro som det står att det ska vara. Jag gjorde 3 stycken uttag på 500 euro men då var jag tvungen att skicka in ännu mera dokument. först på mitt kreditkort och sen ett bank utlåtande som visar mina konto uppgifter samt min fullständiga adress. Jag var tillslut verifierad men då var jag tvungen att vänta på att uttagen skulle hanteras vilket lede till att jag tillslut tappade tålamodet och spelade up alla pengar. Jag tycker att snatch casino är orimliga i den mängd dokument och vänte tid som krävs för att få ut pengarna.

I am sorry to hear that. Sadly, since you have wagered your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would like to help, but it is impossible this time.

Due to the reasons above, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.