Snatch Casino - Player is facing verification issues when trying to withdraw.

I followed all the account verification procedures and everything was correct. However, when I attempted to withdraw, an error appeared stating that the verification was incorrect.

I contacted online customer service, but they didn't resolve anything. They asked me to send an email to the financial department, which I did, but they've yet to respond!

The platform is good, with nice games, but they're lacking in this aspect. If it is so simple to deposit, why is it so complicated to withdraw?

I really like the platform and hope they resolve this issue soon.

Dear Samulo, 

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 advise which documents you have already provided and when exactly did you send the last one?

Could you please specify which documents have not been approved during the verification procedure by the casino?

Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Veronika

All that's missing is proof of housing, already send an electricity bill, bank statement and contract with an Internet company that's all in the description of my address and a little more, now the company isn't willing to accept it, I don't know why?

Are the documents I sent wrong?

Could you help me, since all I need is proof of housing, could you tell me the correct one to send?

I have checked the casino's Terms and Conditions, and this is what I found regarding the proof of address:

Proof of Address:

Proof of address will be done via to different electronic checks, which use two different databases. If an electronic test fails, the user/customer has the option to make a manually proof.

A recent utility bill sent to your registered address, issued within the last 3 months or an official document made by the government that proofs your state of residence.

To make the approval process as speedy as possible, please make sure the document is sent with a clear resolution where all four corners of the document is visible, and all text is readable.

For example: An electricity bill, water bill, bank statement or any governmental post addressed to you.

An employee may do additional checks if necessary, based on the situation.

Have you sent your electricity bill and bank statement in the requested format? Have you received any advise from the casino as to what standards should your documents meet?

Dear Samulo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.