Snatch Casino - Player's winnings delayed due to repeated document requests.

I played at Snatch Casino and won 21 euros from free spins. I’ve already verified my account before and sent the necessary documents.

Now the casino is asking for additional documents, such as a photo of my bank card, a photo from my online banking profile, and a photo of a bank statement.

I sent all the documents they requested, but they still won’t accept them. They just keep asking me to resend the information.

I believe the documents I sent are correct.

The amount I’m requesting is small, but if I make a withdrawal in the future, will they pay out then? I don’t trust this casino.

Dear Seppo14,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain which bonus you activated and played?
• Have you made any deposits in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

As I recall, it was 50 free spins. I have made at least one 100 euro deposit here. I won nothing from it.

Do I understand correctly, that the documents you sent to the casino were unedited, with the information fully visible with only the middle digits of the used card covered?

Have you received any correspondence from the casino after July 19th regarding the verification of your documents?

Did the documents you submitted contain the same personal information as the information you entered in your player's profile?

I sent the documents unedited to them. At first, they didn't qualify the picture of the bank statements. I then sent them via email.

The pictures taken from the bank card were exactly as they requested. Pictures from both sides. I covered the middle numbers and the three security numbers on the back.

I sent them one picture from my account yesterday.

It's unfathomable if they still require any more shots from my account. I have not come across this in any other casino.

The information is the same as in my player profile. I haven't received any messages from them since 19.07. After 2024.

Thank you very much, Seppo14, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru)  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.  

Hello Seppo14,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Snatch Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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 Casino Guru,

I have checked with our dedicated department, and unfortunately, they have not yet received the documents. If the player could kindly resend the documents to our verification department's email at kyc@SnatchCasino.com, we will do our best to expedite the process.

Best regards,

Snatch Casino

I thought that if they haven't received all the documents, I don't want to continue the process anymore. on my behalf, Casino Guru can stop investigating the matter.

Dear Seppo14, just to confirm, do you want us to reject this complaint and close the investigation?

Yes. That will do fine.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.