The player from Quebec successfully won about $2500 but faced issues with withdrawals, having only received one of five requested withdrawals of $500 each, as the casino claimed there were no more withdrawals to process. The Complaints Team attempted to gather additional information regarding pending withdrawals and KYC verification, but the player did not respond to requests for clarification. As a result, the complaint was rejected due to lack of communication, with the option for the player to reopen it in the future.
Snatch Casino - Player’s winnings have been delayed.
Amount: Can$2,500
Snatch Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
yesterday
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1 month ago
I won about 2500$ and i make about 5 withdraw of 500$ because they write that the the have a maximum amount for each withdray. I receive just 1 and they now Said I dont have have anymore withdray to receive. Sorry for my english its not my language. Thanks to take time for my situation.
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1 month ago
Dear missmelane,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Are there any pending withdrawals in your account, or have the other four been processed?
- Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
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4 weeks ago
Dear missmelane,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
Im so sorry I was on vacation . I can give you the information if is not too late. Yes I pass the kyc vérification. I already receive 500$ in the beginnin of my 2500$
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2 weeks ago
Dear missmelane, is it correct that the four withdrawals are pending in your account?
Also, could you share the information from the casino stating that you have no further funds to receive?
