Snatch Casino - Player is struggling with repeated withdrawal refusals.

I only entered this casino by the note on the guru. I deposited more than 6x, always high deposits, and instant. When I finally managed to win something, a surprise! They started asking for verification, I did, they asked for 3 more, I did. after verification they said that the provider was analyzing it, after that it started to refuse my withdrawals. first for no reason, I asked for a withdrawal of 15k brl (their daily limit) then they told me to make 3x of 2,500 (half the amount) I also asked and they refused. they said my pix email was wrong. logical, the pix I deposit is cpf, the pix they want is the email. my email is different for pix. I tried to withdraw by another method (bank transfer) with all the right data, still without success. in addition to the delays and more delays. I can't believe you guys put an 8 for a casino that obviously does everything to damage the loot. it was my first withdrawal after several deposits always with the same method. an abuse I've never seen the same. i have all prints of e-mails.

Dear pedroshd,

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 you successfully passed the verification? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

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

I have always deposited using the same method, they have all my data, my documents, my deposits. All in my name, never used anything third party. I deposited more than 6x before requesting a withdrawal. I'm trying this first withdrawal 7 days ago. And every time they deny it, giving reasons that look like excuses.

 did. now they are saying to verify another account, I DON'T HAVE ANOTHER ACCOUNT OMG.

never in all my life have I needed so many "evidence" to draw. there have been more than 10 refusals, all with different reasons. I entered this site by trusting the guru and the note. FOR THE LOVE OF GOD HELP ME. I DEPOSITED 7x during the month and when I finally tried to make the first withdrawal I am 7 days away from being made of an idiot in every possible way.

I don't know what else to do, they always refuse with a different reason.

all my deposits were made by pix, all with my data, all through my bank account. they have all my data, they just don't want to pay and they keep making excuses.

I'm afraid of putting these prints in public and someone stealing my account, I tried remover and it didn't work. I'm really desperate. I hope you help me

updating:

They made the first payment. I made 03 requests for withdrawals in the amount of 2,500 BRL (as they sent in the email) I made the 03 requests in the same second. They paid only 1 and it's been more than 1 hour. At this rate you can imagine how long it will take to receive, I am reporting this to show the slow and malicious practice used against me. When they cancel the withdrawal, they are 03 at once. when will pay 01 at a time. the daily limit is 15,000 brl and I can't withdraw it in 01 day because they make me ask for 2,500 at a time and they don't accept all of them at once.

Look at this email I received. it will take me more than 1 month to receive my 45,000 never in my life have I seen such a desire not to pay the players. I really hope you guys downgraded this casino. this is bizarre. on the guru's own website it says 15,000 limit per day. I only put my money here because of your evaluation. I feel totally ripped off.

this is the only answer their chat gives me. look guru, my situation is not fair at all. I always trusted you. please help me

in the evaluation of voices it says that the terms of contracts are fair. this is not fair at all, you enter the site with a limit of 15,000 brl per day, deposit for 1 month, and when you finally manage to win something, it takes 7 days to receive 2,500 and they say that they will only pay 2,500 each working day. this cannot be acceptable.

I deleted all the negative comments I made and will wait for the solution. I really enjoy playing snatch and I hope they help me. I also thank the guru people for their support. All I'm asking for is the default withdrawal limit described on every site that talks about the snatch. 3,000 euros per day. if the problem is the method, they can make the withdrawals by bank transaction, they have all my data.

I'm confused guru. the 02 information that has in the terms and conditions are:

The snatch terms and conditions have this information

- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

per transaction: €1000 

in 24 hours: €3000 

per month: €50000 

- All withdrawal requests are processed by the finance department within 24 hours of successful identity and account verification, every day from 9:00 am to 6:00 pm (GMT+3).

My last withdrawal request was on the 23rd of 06 but they say they will only start paying on the 26th.

This is the they schedule payment

2500 BRL will be completed 26.06.2023

2500 BRL will be completed 27.06.2023

2500 BRL will be completed 28.06.2023

Also in their terms the daily withdrawal limit is 3,000 euros (15,000 brl) but they only authorize me to withdraw 2,500 brl per day in their schedule.

My other question: If withdrawals are processed daily why is the schedule only going to start payments on the 26th? I made the withdrawal request on the 24th and on the 24th they sent me the email with the payment schedule starts in 26/06/2023.

they don't follow withdrawal limits and also don't make payments daily right?

I believe they have to honor both the limits and the dates.

Anyway i will make all updates. thanks

update: today I received this email from them telling me about the limits, because I had asked. Perfect, I know that I can only withdraw 2,500(brl) per transaction due to the method I deposited(pix).

what I'm wanting is for snatch to honor its commitment of 03 processings per day. from the day of verification to today it's been 9 days and I've only received 02 deposits. Processing takes time and last time I got a schedule of 2,500 a day, and it wasn't every day. I received it on the 23rd and only went to receive the first one today on the 26th.

That is, the time to process 1 payment (out of 03) takes more than 1 day. So it will take me months to get my balance. Once again I would like to say that I have no intention of leaving the site, I like having all the games and I like the modern layout.

 I'm just asking for a reasonable daily limit so I can keep playing. thanks!

If I have to continue withdrawing as it is, I ask Guru Casino to lower the snatch rating as they have not complied with the 03 daily processes. I'm not the first to bring this information, we need the snatch to perform at least daily processing. until now they are: 9 days after being verified and 02 withdrawals processed in the amount of 2,500(brl) or 500 euros. It should be 7,500 brl per day. in 03 processings.

I also sent this email to them today, the financial department with the email support@snatchcasino.com does not answer me since they sent the payment schedule (23/06/2023)

Thank you for your reply, pedroshd. Do I understand correctly that only one withdrawal has been successfully processed? How much money is currently in your casino account?

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. Thank you in advance.

Hi Kristina, here we go. my account was verified after many documents and delays in responses on 06/19.

06/19 Until today, I received 04

payments, each 01 in the amount of 2,500 BRL (500 euros). total 1.500 euros in 10 days (after check my documents, my victories...).

on the 27th they sent me a table to pay 1,500 euros in 9 more days. Today they sent me another one to pay the same 1,500 in 07 days. The emails received are in the attachments. I imagine you must be lost, I am too.

Today I have exactly 85.163 brl (17,032 euros) The way they are paying it will take me 340 days to receive everything. I believe this is not reasonable much less for a casino with a high score on the security index.

I received 1 payment on the 26th amount: 2,500 BRL (500 euros)

I received 1 payment on the 27th amount: 2,500 BRL (500 euros)

I received 1 payment on the 28th amount: 2,500 BRL (500 euros)

I am adding following printscreens:

1) a printscreen from T&C where it is sad: "There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

a) per transaction: €1000

b) in 24 hours: €3000

c) per month: €50000

2) a printscreen from they schedule of payments day 27

3) a printscreen from they schedule of payments today 06/29

4) a response from them to a user here from the guru stating their limits and never mentioning such a payment schedule with 1 year to receive.

5) a printscreen they change my Withdrawal request in the announced amount of 3,000 euros per day and they tell you to divide it into 2,500 and they only process 03 payments per day.

I believe it is clear that the forms of withdrawals proposed without notice or any disclosure either from snatch or any site that discloses them are not fair. I hope I don't have to take more than 1 year to get the fair total amount.

I just want them to comply with the values ​​disclosed on the websites and in their terms and conditions. thank you to everyone at guru for trying to help me and hope you can give positive feedback at the end of this journey. thanks.

In short: from 06/19 to today 06/29, 2,000 euros have been paid. at this rate I will receive the 17k in 90 days. remembering that their schedules do not follow a pattern. sometimes it's 03 days in a row and sometimes it's 5 days to pay 01 withdrawal of 2,500 (500 euros).

Thank you very much, pedroshd, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello pedroshd,

 

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

 

I'd like to invite Snatch Casino to join this conversation and participate in the resolution of this complaint.

We understand that withdrawal processing sometimes takes longer due to various factors. However, we find withdrawal limits below 500 EUR per day to be low.

However, as we can see that some payments have already been made, we will extend the timer in hopes that the player will receive his winnings sooner than expected.

 

If there is anything else the player can do to expedite the process, please let us know. Thank you.

 

Best wishes,

Tomas

update: since 06/19 until today I have received 3,000 euros. At this rate it will take many months, if the snatch complies with its limits posted on all sites including here at guru, I would have withdrawn my money in 6 days. we are now completing 1 month of waiting (apart from the checks that also took so long.) they pay what they want and how much, the funny thing is that in any complaint they feel this clause of the agreement. do you know why? because nobody would play in snatch if they knew that after their victory they would say that it is in the agreement to pay as they want and when they want. I feel cheated, I hope it finally solves you. I sent emails and more emails to the finance department, they almost never respond and when they do they say that this is in the terms they pay how much and when they want. it's all in the prints up there. I liked the site, I tried to keep playing on it but they just don't care to solve my problem. Please help me

I would like to leave just one correction: they are not paying 500 euros a day, much less than that. from 06/19 to today 07/06 are 17 days. 17 days divided by 3,000 euros is: 176 euros per day. this is the amount they have paid me throughout this term. it's all on their schedule.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

almost 2 months and until now I haven't withdrawn 30% of my balance. each answer here is 7 days, please guru after the snatch answer speed up the times I'm tired of these waits. I just want a solver thanks.

Dear Guru and pedroshd,

Payments to the client are made according to the schedule from the financial department, which was provided to the client upon request. All client funds will be withdrawn.

since the opening of this complaint are almost 30 days. I received 6,500 euros. that's 200 euros a day practically. as I already mentioned, the terms of the snatch casino promise 3,000 euros per day of withdrawal. my amount was to have been withdrawn in 6 days. today I still couldn't withdraw 30% because after my victory they change the terms and literally pay when they want and how much they want as I already sent in the prints here. in the way they are paying it will take another 6 months to receive all my money. I can't believe that taking 7-8 months to cash out wins is fair to any player. they do not process 03 payments per day and not every day. (normally they pay 03 times a week, each payment of 500 euros.) please guru, it is not possible that I will have to wait so long for a problem that was supposed to be solved in a week. they barely answer e-mails, pay when they want and how they want. I ask that you leave this claim open until the end of my payment and also that you charge snatch casino to honor its terms that are published both on its website and here at casino guru. a casino rated 8.3 cannot take 6 months to pay its players. I'm not asking for anything more than what was promised. I want to make 03 withdrawals per day totaling 3,000 euros and end this problem soon. If Snatch Casino honors its terms, I will be able to withdraw the remaining amount (approximately 12,000 euros) in 4 days. If they continue with this withdrawal process, it will take many, many months. Please help me, I just want to solve this. If they make me wait for so many months, I ask that they lower the rating of this casino because I know that Casino Guru values ​​its players and that will never be fair to anyone. I will leave here the terms announced both on the snatch casino website and here at casino guru and on all the websites that publish them.

There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

per transaction: €1000 

in 24 hours: €3000 

per month: €50000 

Tomas, please help me, they are making me wait months and months. I deposited on this site several times before winning, I did all the checks, I did everything as honestly as possible. and please do not close this claim until you receive all my money. thanks

so i want to be able to make 03 withdrawals a day everyday and solve my problem in 05 days instead of 05 months. thank you for helping me, I hope that snatch casino honors its limits and processing. thanks Tomas

Dear pedroshd,

I've been discussing the case with my team, as well as with the casino's representatives, and the thing is that the casino is currently limited by the payment provider in order to process larger transactions per day. They are working to fix it in the future, but rest assured you will be paid in full, as the casino has already confirmed.

We can keep this complaint open until you receive all funds. Could you please update us on the current status? How much is left to be withdrawn?

Thank you very much for understanding.

Kind regards,

Tomas

Hello Tomas, today I am happy with snatch because for the first time they processed 03 payments on the same day. each worth 2,500 brl total 7,500 brl. (1,500 euros) if snatch continues to make payments this way, that's fine with me. leave the claim open until you receive the remainder. I like the site and hope to resolve this in the coming days. keep informed. thanks

I'm glad to hear that. Please continue to keep us updated. Thank you.

Kind regards,

Tomas

updating: thursday and friday sntach processed 03 of 2,500 brl each. today it has not honored its terms of 03 withdrawals per day and I have not received anything.

Dear pedroshd,

Can you please let me know the current balance that is left to be withdrawn? Thank you.

Kind regards,

Tomas

Dear Guru,

All active requests have been processed, there are currently no withdrawal requests. There are also no funds in the client's account.

That is nice to hear, Snatch Casino.

Dear pedroshd,

Can you please confirm if the matter is now resolved?

Thank you both.

Kind regards,

Tomas

Dear pedroshd,

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.

Dear all,

Based on the last update from the casino, we believe that the issue has been successfully resolved, so we will now close this complaint as ‘Resolved’ in our system.

Thank you, pedroshd, for using the Casino Guru complaint resolution centre. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Tomas