Snatch Casino - Player's KYC verification process is delayed.

Its been over a month.After the provider check,the KYC is very very slow even i submitted the documents very fast( the same day they send me the mail) and correct.Im very tired sending emails and take bullshit responds from this casino.I have 2400$ in crypto inside and they dont respond in the emails the last two days.Hope they finish the verification and stop making players life difficult.

Dear xbk84ddkbt,

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.

• Do I understand correctly that the verification process started about a month ago?
• Could you please advise which documents you have already provided and when exactly you sent the last one?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

yes it is over a month and i have submitted my passport and my drivers licence too.The documents are already submitted over a week.

No news from the casino.I am still waiting for an answer from Monday.They dont respond and they didnt speed up the KYC process.I cant do anything else im waiti

ng so much and i dont take a serious answer.

Thank you very much for your reply, xbk84ddkbt. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

i have email you everythimg

you need.Thank you.If you need something just tell me

I apologize, but I haven't found any emails from you. Could you please forward everything again? Thank you.

Of course thank you!!!

Thank you very much, xbk84ddkbt, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.

Dear xbk84ddkbt,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Mirka and thank you for your help!Its been over one month that Snatch casino(a casino that i used to play without any problem) started to delay every procedure about the withdrawal of my money.In the numerous emails that i sent they just respond that they will check it, and that the KYC takes a lot of time.I dont believe anything because any KYC in the world doesn’t take longer than one week!They are trying to scam me and i see that other players have the same problem too.From my side all my documents are correct and active and they dont have any excuses about my case.Hope i get my money back after this terrible adventure with this casino!

Dear xbk84ddkbt and Mirka,

According our Terms and conditions:

7.4. We reserve the right to carry out verification procedures for each Player at first withdrawal and anytime further, depending on our internal decision without any explanations to the Player about the reasons for such request. Such verifications may for example include copies of a Player’s passport, national Identity Card, copies of a Player’s utility bills, and/or copies of the debit/credit cards used to deposit.

7.10. We reserve the right to use additional procedures and means to verify Player’s identity (Know Your Client) when effecting deposits into the Player’s account at any stage, including the first deposit.

Today you have received a letter from the KYC department requesting for additional documents. 

We are awaiting your reply.

We will ensure that they process your request as soon as possible.

Respectfully,

Snatch Casino Representative

Dear xbk84ddkbt,

Could you please confirm, if you have been able to submit the requested documents?

Hi i just checked my emails and i cant find the mail you tell me.Our last conversation was at 26 of may.Please resend the mail so i can send the documents you want.Thank you

Plus i have already send my id and drivers licence but i can send anything you want.Please send me the email again it never came through!

Dear Snatch Casino,

Could you please send the mentioned email with verification requirements to the player again, since there seems to be a problem with receiving it?

Thank you.

No email yet they just let the days pass without doing nothing.

Dear xbk84ddkbt and Mirka,

We have re-sent the email to you. Kindly check your inbox at your convenience. Thank you for your patience and understanding.

Respectfully,

Snatch Casino Representative

Dear xbk84ddkbt,

Could you please confirm, if you have received the mentioned email?

Yes i have answered already but im waiting their answer from friday!

Dear xbk84ddkbt,

Could you please confirm, if you have received any update regarding your verification process?

Thank you.

Nothing yet

Still waiting from previous friday for an answer if my KYC is ready

Dear Snatch Casino,

Would you be able to provide the results of the player's KYC process?

Goodmorning and have a nice week the team has not appeared yet and no email or update has come to my mail.

Still nothing and this month passed the same way with the previous.The casino doesn’t respond to my mails and i dont have any news.Im worried that i will never get my money and all this will never end.Please contact this situation has been to far away for everyone!

Dear xbk84ddkbt and Mirka,

We have relayed all the information to our Finance Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Snatch Casino Representative

You keep saying the same thing 3 months do something please this is rediculus!

Dear Snatch Casino,

From the player's side, there seems to be problem with verification process taking longer than expected.

While we fully understand the importance of clear documentation for compliance and security reasons, from the player's perspective, this extended delay understandably feels frustrating.

We kindly ask that expedite the verification and withdrawal process from this point forward, so the player can receive a resolution as soon as possible. Your cooperation in helping move things along would be greatly appreciated.

Thank you in advance for your cooperation.

Ok im really disappointed and angry with everyone here and in the casino especially .Im just waiting 3 months for nothing.My documents are submitted a lot of time and they are correct because i have been checked by many casinos,banks and exchanges and i cant understand what the f**k your team is doing with one id and one drivers license so much time.This is my last warning im ready to protect my rights legally if nothing happens until next week.You are the biggest disappointment ever both sides.No more words.Thanks for your time.

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 Snatch Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Dear Mirka and xbk84ddkbt,

We inform you that a final answer has been received for this player. We confirm that the KYC procedure has been successfully completed and funds can be withdrawn at this time.

We thank the Casino GURU team for their participation in resolving this issue.

Respectfully,

Snatch Casino Representative

Thank you for the update, Snatch Casino.

Dear xbk84ddkbt,

Have you been able to request a withdrawal now?

1000/2400$ have been successfully withdrawn in my wallet.Im waiting for the other 1400 and everything will be fine

Thank you for the confirmation, xbk84ddkbt.

Please notify me, when you receive following withdrawals.

I got all the money thank you for all the support i hope this thing never happen again to anyone.

Dear xbk84ddkbt,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru