The player from Brazil is having difficulty with the account verification procedure. The casino is requesting documents that the player alleges do not exist. The player is unable to withdraw approximately 300 BRL due to these verification issues. Player confirmed the issue was resolved.
Snatch Casino - Player's account verification is problematic.
Amount: 292 R$
Snatch Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Guru, Snatch isn't verifying my account, they are requesting documents that I just cannot obtain because they simply do not exist. The first step was fine, then I began to play at the casino and managed to amass a balance of almost 300 BRL. That's when the problems started. Initially, they asked me to log into my bank app to send personal and address information to prove that I was indeed connected to that bank account. I sent it, and now I just received a reply requesting the same information (email, Postal Code, address, etc) on a bank statement, something that doesn't exist in my bank unless I become a hacker, break into my bank's system, and change the settings of bank statements, in other words, something that's impossible to get.
It seems to me that Snatch has crossed all boundaries and is looking to create conflict with the players. So far, it's one of the worst casinos I've ever played at, packed with tactics that are against the player, and now, they've turned against the players themselves. This is my impression, I hope to be wrong and receive a satisfactory response to these transgressions.
It's impossible to get these documents they're asking for!!!
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1 year ago
Dear Rafaeliton,
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.
Do I understand correctly that you are struggling to prove you are the owner of the payment method you used for deposits?
Have you provided any other different documents proving your address to the casino?
Have you tried to explain to the casino the information they are requesting on the bank statement is not available for you? What was the casino's response?
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,
Tomas
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1 year ago
Translation
Yes, exactly that, I made a deposit using pix (method that links a key to your bank account) and they want me to prove that this bank account is mine, however, I already proved it by sending screenshots of it my bank application with my address, ZIP Code, email, etc.
Yes, I have already sent an email also with a bank statement from my bank to prove that it is not possible to provide the requested data. I had even gone to the bank to try to do the same thing for another case involving a casino, I tried to enter this data in the bank itself but the attendants said it was impossible and I said that in the email too. I expect Snatch's understanding and, if necessary, your help in intervening in the case. I'm waiting for the email response!!!
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1 year ago
Before we proceed to contact the casino, could you please send me the relevant communication between you and the casino? Make sure you include the casino's responses as well. My email is tomas@casino.guru
I'll await your message.
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1 year ago
Thanks for your message.
Do I understand correctly your bank doesn't issue monthly bank statements in paper or PDF format where the bank account owner's information is displayed? Is there another way for you to provide the information you are the owner of the payment method used to deposit in the casino?
I'll await your reply.
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1 year ago
Translation
Case resolved today 09/04/2023 after more than 10 days. After so much effort to send documents to prove that I exist and have a bank account, I think I should continue trying my luck on Snatch!!!
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1 year ago
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I sent screenshots of my pix keys to prove my payment method and withdrawals and the casino paid me everything correctly. Thank you Guru 🙂 for responding to complaints that other sites like Ask Gamblers don't even begin!!!
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1 year ago
Dear Rafaeliton,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
