Snatch Casino - Player's account closed after winning a substantial amount.

hey guys stay away from this casino

i deposited 100 cad then i won 9000 cad then i tried to verify my account i sent all original documents up to date and then they close my account. Their reason was third party documents. I am that stupid to send someone else documents? for sure they are scam they dont pay. if it is small amount they may pay like couple of hundred otherwise they close your account and never open it i have conversation with them i have email i have everything they are just scam

Hello asimanin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did the casino specify why was the account closed and the verification rejected? Can you please forward the same documents which you sent to casino to nikolas.b@casino.guru?

Please note that the casino may block the player's account until the verification is fully complete.

Looking forward to your answer.

Regards,

Nick

yeah i just sent all document they need their system reject my verification

it just happened 4 days ago the day that i did complaint about them

i sent them email they didnt turn me back i sent email again like couple times then support team write me back i told them that kfc(verification) departments not turning me back and then they send me email that they close my account forever (like they wont reopen my account they says in the email)

and i send you an email with documents

Hello asimanin,

Verification or even first withdrawal may take up to 14 days after forwarding your documents. Please be sure to wait at least those 2 weeks in order for the casino to review the documents. Let us know if it would take longer and we will try to intervene.

Regards,

Nick

the problem is they close my account. l cant sign in. My account is disabled

Did you talk to them for verification? or did you send them my documents for verification?

if you didn``t talk they dont want to verify my account that is why they disabled my account

Hello asimanin,

We have no access to any of your documents as we are not the casino. If you account is closed, you will have to forward them any remaining documents through e-mail.

i tried to contact them for verification but they said that my account closed they dont want to verify my account thats why i made a complaint with you

i mean they dont even ask any documents for verification they just sent me that email says account closed and that s it

Thank you asimanin for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you asimanin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Dear Casino Guru and asimanin,

Our platform utilizes an automated verification system provided by Sumsab to enhance security measures and ensure compliance with regulatory standards. This system plays a pivotal role in verifying the authenticity and validity of user documents submitted for account verification purposes.

Sumsab has rejected the documents submitted by the client. Discrepancies arose due to inconsistencies between the photograph on the document and the uploaded selfie. Additionally, the document lists the eye color as blue, while the uploaded photo depicts the client's eye color as dark brown. Therefore, there is suspicion that counterfeit documents may have been used. We kindly request a decision regarding the player accordingly.

Respectfully,

Snatch Casino Representative

Thank you for the update Snatch Casino representative. Would it be possible to provide the documents used for verification to my email for review? (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you Mr. peter

hopefully they will solve the problem

if the problem is my selfie so they can ask another selfie why they closed my accounts for that?

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.

Dear asimanin and Peter,

Thank you for bringing attention to this matter.

The documents have been forwarded to peter.c@casino.guru for further review.

Please review them and make a decision accordingly.

Respectfully,

Snatch Casino Representative

Thank you for providing the information Snatch Casino representative. I have reviewed the provided documents and would like to ask you if it would be possible to reattempt the verification by the player as I believe the inconsistencies arose from the quality of the player's original selfie. Thank you in advance!

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.

Dear Guru and asimanin,

We opened a client account and also made the verification system available for passing KYC for the second time.

Thank you very much for the update Snatch Casino team.

Dear asimanin, please let us know if your verification has been successful. Thank you in advance!

I am trying sign into my account but my account is still disabled

it says your account disabled because of a gambling addiction???

now i can sign in to my account but my balance is 0???? they took my all money from my account this is kind of joke i think

Dear asimanin, it may be due to the verification procedure, I ask you to please send a clear selfie for verification again and we will see if your balance will be reinstated after it is approved. Let me know about any further developments.

i did verification

there is still no money in my account

i take a picture from history that from my last game real balance suppose to be 9827.11 cad but now i have only 1.20 cad in my account

Thank you for the update asimanin.

Dear Snatch Casino representative, we would like to know why was the player's balance confiscated and what can we do to help resolve this issue. Thank you!

Dear Casino Guru and asimanin,

We wish to inform you that the documents submitted are currently undergoing thorough additional verification by our team of specialists. This additional step is essential to ensure the accuracy and completeness of the verification process.

As part of our commitment to maintaining the highest standards of security and compliance, we must undertake this comprehensive review.

Respectfully,

Snatch Casino Representative

Thank you for the update Snatch Casino representative. Please keep us updated about any further developments. Thank you!

Dear Casino Guru and asimanin,

We extend our apologies for any inconvenience caused. Please be advised that following a comprehensive reevaluation of the documents in question, we can confirm with full confidence that the funds have been successfully returned to the player.

Respectfully,

Snatch Casino Representative

Thank you for the update Snatch Casino representative.

Dear asimanin, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

yes money is in my account now but it wont let me do withdrawal. it says maximum withdrawal amount exceed how? i never did withdrawal before it says between 20-1300 i try anything between but it doesnt work

Now they are asking for another verification(bank verification). i sent them documents they want. after they ask for another selfie with id i sent documents again. now i am waiting for them to verify my bank account. i sent documents again and selfie with id i am still waiting for them

Dear Casino Guru and asimanin,

We are writing to inform you that we require additional verification documents to complete the verification process for the account.

Respectfully,

Snatch Casino Representative

i am giving up they are the worst website ever in the world

i swear the god they dont deserve 1/10 but i dont understand how you give them 8.1/10 people depositing money because of you too you should change this point

thanks for your help

best regards

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Kind regards,

Peter