The player from Finland had won €150 from free spins but faced issues withdrawing the money as the automated verification system had failed. After requesting to send documents via email, the casino closed their account and ceased communication, stating that the funds were lost without further explanation. The Complaints Team reviewed the situation and found that the casino had provided evidence indicating that the player submitted forged documents during the verification process. As a result, the complaint was rejected due to the violation of the casino's Terms and Conditions.
Snatch Casino - Player's account has been closed with winnings confiscated.
Amount: €150
Snatch Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Snatch Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
I received free spins at this casino and won €150 in real money after completing the wagering requirements. I tried to request a withdrawal, but for some reason, their automated verification system didn't work. So, I asked customer service if I could send the documents via email, and suddenly they just closed my account and stopped responding to me altogether. A customer service representative just said that the money was lost. I haven't received any other explanation. I hope that CasinoGuru will help me get what is rightfully mine. Thank you in advance.
Automatic translation:
Public
Public
1 month ago
Hello Jarski88,
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?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account until the process is finished.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Translation
Hi, it's probably been about three weeks since I tried to upload my kyc files there. As I recall, for some reason it didn't accept my address certificate, so I tried to upload several files there, after which the kyc verification page was no longer able to upload anything and when I asked customer service if I could send them by email, they just closed my account. I have tried many times to send a message to the kyc department that I could send the kyc files by email, but I have not received any response.
Automatic translation:
Public
Public
1 month ago
Translation
Here are some more screenshots from the chat about what we discussed last time.
Automatic translation:
Public
Public
1 month ago
Thank you Jarski88 for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 month ago
Hello, Jarski88!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Public
Public
3 weeks ago
Dear Jarski88 and Pavel,
Thank you for reaching out to us.
After reviewing the situation, we found that the player in question attempted to bypass our KYC process, which is a violation of our Terms and Conditions. Specifically, this breach falls under Clause 11 and Clause 13.4. You can review our full Terms and Conditions here.
As a result, this account has been blocked in accordance with these terms.
We understand that this situation may be disappointing, but please be assured that these measures are implemented to maintain a secure and trustworthy environment for all our players.
If you believe this decision was made in error, or if you have any further questions, please don't hesitate to contact us for further clarification.
Thank you for your understanding.
Respectfully,
Snatch Casino Representative
Public
Public
3 weeks ago
Thank you for the information, Snatch Casino Representative.
Please, provide further clarification with evidence to my e-mail: pavel.k@casino.guru.
Public
Public
3 weeks ago
Translation
I have never tried to bypass the kyc process. Rather the opposite. I tried many times and for a week to ask you if I could send the kyc files by email, but you didn't answer me anything. I would have liked to solve the problem with you, but you closed my account without any other explanation.
Automatic translation:
Public
Public
3 weeks ago
Translation
Here is a picture from your other casino with the same kyc confirmation that I performed at snatch casino, so the documents have been accepted, but still there is a notification that the kyc process failed. The same thing happened to me at snatch casino and many other of your casinos.
Automatic translation:
