The player from Portugal had completed the online verification and submitted the necessary documents to withdraw his winnings of €200, but the withdrawals remained pending. He had already emailed the documents twice and received no response from the casino's support. After expressing dissatisfaction and canceling his withdrawals, he requested account closure due to self-exclusion. The complaint was closed as the player indicated he had lost all his winnings and did not require further assistance.
Snatch Casino - Player's winnings are delayed.
Amount: €200
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
Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hello, through your review, which I always trust, I registered at this casino. I made three deposits and ended up winning €200 in sports bets. I did the online verification, sent the necessary documents and got the information that the account is verified. The withdrawals are still pending, the chat service says I have to send documents by email (which I've already sent twice) and I've had no response whatsoever. Can you help me? Is this casino really reliable? Thank you
Automatic translation:
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1 month ago
Dear lions1906den,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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1 month ago
Translation
Hello, thank you for your reply. Unfortunately, I still haven't received a response from the bookmaker in question. They only asked me for documents, which I promptly sent them. They never got back to me by email and the chat just kept repeating that there was little time left to verify the account. I had 300 euros outstanding. I eventually gave up, canceled the withdrawals, spent the amount and asked to close the account by self-exclusion, since when I asked them to close it, just out of dissatisfaction, they told me to wait for verification. I claimed gambling addiction (I lied) and they closed the account immediately. Can you please close this request for help. Thank you
Automatic translation:
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1 month ago
Thank you for your reply, lions1906den. I am sorry to hear that. Since you lost all your winnings, I will now close this complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
