The player from Germany had reported difficulties withdrawing his winnings of 700 euros from the casino due to ongoing verification issues. The player had submitted all requested documents for verification but had not received any communication from the casino regarding the status of his withdrawal. We intervened and contacted the casino on the player's behalf. The issue was resolved as the player confirmed that he had received his 700 euro payout. We subsequently marked the complaint as 'resolved'.
Snatch Casino - Player’s struggling to complete the account verification.
Amount: €700
Snatch Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Hello!
I would like to complain about Snatchcasino.
I made a deposit of 30 euros on September 7th, 2023 and claimed a 50% bonus. I met all of the sales conditions. I was at 1500 euros in the meantime and ultimately requested 700 euros to be paid out. According to my player account, my account was already verified (residence, proof of address and selfie). When I didn't hear anything for several days, I contacted the live chat. There I was asked whether I had received an email with the documents that were still missing. I don't have such an email received, but in the chat I was given the address where I then sent all the documents I needed. I haven't heard anything since then. Since yesterday, September 14th, 2023, I can no longer get to the casino's website. The page could not be found is always displayed to me. But everything still worked until September 13th, 2023. Every now and then I also receive offers from the casino by email. I have deposited in this casino very often. My very first deposit was even one Crypto deposit (Litecoin).Otherwise always via NODA (SOFORT/bank transfer).If I get my 700 euros, I am willing to continue to deposit there, otherwise it is done for me.I urgently need these 700 euros.I I really hope that you can help me in a positive way. Please!!!
Chat on snatchcasino4.eu
Conversation started on : Tuesday, September 12, 2023, at 6:57 p.m. (GMT+0)
[18:57]V1692823570280735: E-mail: : d*****ert@freenet.de
Department: : German Department[18:57]SnatchCasino: Welcome to SnatchCasino!
Please clarify how we can help you?
We will gladly answer your questions.
Due to the high volume of live chat, it may take a few minutes for us to respond.
We apologize for the inconvenience.[18:58]Margaret has joined the conversation[18:58]Margaret: Hello dear user, how can I help you?[18:58]V1692823570280735: Hello Margaret[18:59]V1692823570280735: I actually just wanted to ask if my withdrawal request was okay? I requested a withdrawal on Thursday last week.[18:59]Margaret: A few minutes please. I'll check the information.[18:59]V1692823570280735: but with pleasure[19:01]Margaret: 2023-09-08 08:14:27 A letter from the finance department with the list of documents required for the check was sent to your E email address sent.
Please check if you received it and replied to it?[19:02]V1692823570280735: My account says that my account is already verified.[19:03]V1692823570280735: but I will check again[19:03 ]Margaret: When you request a withdrawal, you may be asked for an additional list of documents. Please read this email and send the requested documents.[19:04]Margaret: If you did not receive this email, I can duplicate it for you in the chat.[19:04]V1692823570280735: okay, me I'll check my emails right away[19:07]V1692823570280735: I checked and unfortunately I didn't get an email that said what was still needed. I checked, including spam, and there was nothing there[19 :08]V1692823570280735: okay, that would be very nice if you could duplicate.[19:08]Margaret: You will be able to withdraw your winnings very soon!
In the meantime, we ask you to send us the necessary documents and your bank details.
You need the following documents:
- A screenshot of your personal online banking profile containing the following information:
1. IBAN (International Bank Account Number) (international bank account number)
2. Bank ID / BIC (bank code)
3. The recipient's full address (zip code, street, city, country)
Please also note your bank details (IBAN, BIC and the recipient's full address).
- A selfie of you with your ID card.
Please send the documents to kyc@snatchcasino.com. Please include your casino login in the subject line of your email.[19:12]V1692823570280735: Okay, I'll take care of it immediately. Thank you very much for the information. I wish you a nice evening.[ 19:13]Margaret: Have a nice day. If you have any questions or difficulties, please contact us. We are always happy to help you.[19:13]Visitor 'like' this conversation[19:13]V1692823570280735: :kissing_heart:[19:14]Margaret has left the conversationNo tawk.to liv
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Dear Dino13,
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.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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,
Petronela
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7 months ago
Translation
Hello!
I requested my first withdrawal from this casino on September 7th, 2023. And according to my player account, my account was verified (proof of residence, selfie, proof of address). After I was asked in the live chat to send further documents, I did so. One Bank statement from last month as a PDF, where my name, address and IBAN can also be seen. A screenshot of the deposit receipt to the casino, where everything is
can be seen. I sent all of this by email on September 12th, 2023 and again on September 13th, 2023. I
I'm scared and very worried after reading all the negative reviews about this casino
I've read about payouts and generally about the casino. Today I got another offer from the casino in which there was also a
Link was. I clicked on the link and can now access the casino and my player profile again.
After the page couldn't be reached for two days, nothing has changed. My 700 euro payout is pending. And unfortunately I don't have any other information regarding the documents I submitted at the moment.
Nobody from the casino has contacted me as of now. My full username in the casino is Player1411649 Danilo B******.
Thank you very much for your effort in advance.
Kind regards Danilo
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Translation
Chat on snatchcasino5.eu
Conversation started on : Wednesday, September 20, 2023, at 15:44 (GMT+0)
[15:45]V1695224679347298: E-mail: : d*****rt@freenet.de
Department: : German Department[15:45]SnatchCasino: Welcome to SnatchCasino!
Please clarify how we can help you?
We will gladly answer your questions.
Due to the high volume of live chat, it may take a few minutes for us to respond.
We apologize for the inconvenience.[15:46]Alice has joined the conversation[15:46]Alice: Hello! How can I help you?[15:46]V1695224679347298: Hello Alice![15:47]V1695224679347298: I just wanted to ask what the current status of my withdrawal request is?[15:48]Alice: On 2023-09-13 At 11:39 GMT you received an email from Finance with a list of details required to complete your verification. Please clarify whether you have replied to this.[15:50]V1695224679347298: I did not receive an email.But I sent all the necessary documents by email on September 12th, 2023 and September 13th, 2023.[15:50]Alice: Is Is it okay if I duplicate the email I sent you in this chat?[15:50]V1695224679347298: yes, it's completely okay.[15:50]Alice: Hey Danilo Behnert,
You will be able to withdraw your winnings very soon!
In the meantime, we ask you to send us the necessary documents and your bank details.
You need the following documents:
- A color photo of your bank card DE41130910540001715291 on both sides with the following information:
1. IBAN (International Bank Account Number) (international bank account number)
2. Bank ID / BIC (bank code)
Please also note your bank details (IBAN, BIC and the recipient's full address).
Please send the documents to kyc@snatchcasino.com. Please include your casino login in the subject line of your email.
If you have any questions, please contact our casino's live chat or email kyc@snatchcasino.com
Best regards,
Snatch Casino Finance Team[15:52]V1695224679347298: okay, I'll do that. Thank you very much. Have a nice day. Goodbye![15:54]Alice: Have a nice day! If you have any questions - please contact us. We are always happy to help you :)[15:56]Visitor 'like' this conversation[15:56]V1695224679347298: :kissing_heart:[15:58]Alice has left the conversation
Now I have sent something again by email: color photos of the front and back of my bank card.
And again the deposit receipt to the casino and my complete account statement, where everything can be viewed
is.My address, BIC, IBAN etc. But I'm supposed to be on September 13th. I received an email asking me to send these documents. But I never received this email. If I hadn't asked in the live chat, I wouldn't have known what was still missing. But the nice lady in the chat had me pointed out.
Kind regards, Danilo B****** (Dino13) 🙂
Edited by a Casino Guru admin
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7 months ago
Thank you very much, Dino13, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hi Dino13,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Snatch Casino to join the conversation and contribute to the resolution of this complaint.
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7 months ago
Translation
Hello dear Casino Guru Team!
I wanted to let you know that my withdrawal has been processed and I will receive my money today
had in my account. The entire 700 euros. In the end everything worked out, even if I had concerns after all the critical reports here. So I'm ready to deposit there again. Many thanks to you and to Snatch Casino.
Kind regards Danilo B****** (Dino13 🙂)
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Thank you Dino13 for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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