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

Hi

I made a request for a withdrawal yesterday but today 15th April it was cancelled by the casino. I have been on chatting to support who have said that I need to wait for the game provider to verify the win. Never in my life have I ever heard of this. Below is the screenshots of the conversation with support.

I don’t even know what to do. This was my first withdrawal.

Dear icyrossa,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hey Nick,

Going by the responses from support I am not sure what they are doing. There was no mention of KYC and if they did I would complete this. They are talking about checking with game provider which I have never heard of. I have not received any email from them as to what is happening. I can wait and see what happens.

Please close the complaint, I am fed up waiting and have closed my account and taken the lose. It’s a scam of a casino.

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.