The player from Austria faced an issue with the casino demanding additional color copies of documents despite having completed the verification process through Sumsub. This request felt unacceptable and manipulative to him, as it undermined his trust in the casino. The Complaints Team attempted to assist by requesting more information and communication from the player to investigate the matter. However, due to a lack of response from the player, the complaint was ultimately rejected.
Snatch Casino - Player’s verification process is being unnecessarily delayed.
Amount: €100
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello, I deposited and played at this casino because I always check in advance if a casino has Sumsub verification. This feature made me trust it, so I registered. I always verify myself before playing, which I did here as well, and I played with real money. However, the casino is now demanding color copies of documents from me, even though I have already verified myself through their own process.
In my opinion, this behavior is unacceptable, deceiving, and manipulative because I only registered here since the casino uses Sumsub verification.
Automatic translation:
Public
Public
2 months ago
Dear barankaya626262,
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.
Could you please specify which documents you provided for your Sumsub verification?
Is the casino now requesting the same documents that have already been verified, or is there some difference between the documents?
Have you complied with the casino's request to submit your documents for verification one more time?
When exactly did you send the additional documents to the casino?
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,
Veronika
Public
Public
2 months ago
Translation
Hello,
I was not able to submit the documents because I did not receive an email from the security team as they are still using the withdrawal delaying tactic as described by numerous players here before. However, I have the entire chat history as proof
The casino asked for the same data again in color copy that Sumsub had already confirmed from me. This was my passport, a selfie with my passport and proof of address as a bank statement from my bank.
This is highly manipulative behavior and deceptive towards the player. I have already played at several casinos that use sumsub as verification and have never had any problems with it.
What SnatchCasino is doing here is called Withdrawal Delaying and is a very well-known trick.
As of today, I withdrew 100 euros on January 19, 25 and this still hasn't been processed.
Automatic translation:
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2 months ago
According to the Terms and Conditions of Snatch Casino:
2.4.1. The finance department may postpone processing a withdrawal request due to additional verification.
(...)
- An account owner must complete the account verification before withdrawing funds. This could be done by sending a message in the chat at the SnatchCasino website, or by sending an email directly to the financial department: kyc@SnatchCasino.com.
Have you tried sending the requested documents to the casino to the abovementioned email address?
Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.
