Snatch Casino - Player’s winnings haven’t been received yet.

Hi, I chose to withdraw a sum of money from the site as I won a bigger prize and wanted the money in my bank account. They told me to submit some information about myself on the page for verification, this was pretty quick. But then they wanted me to send additional information about account verification to their finance department by email: kyc@snatchcasino.com. I have also done this, but haven't received any response lately and the support writes the same thing all the time. The only thing that says when I go to the history on the page is pending and I'm starting to get very tired of this now and would need help.

Dear oscar1,

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,
Complaints Resolution Center

Dear oscar1,

Have you received your withdrawal from the casino yet?

Dear oscar1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.