Snatch Casino - Player’s withdrawal delayed due to document demands.

My account has already been verified, yet the casino is still requesting a document I don't have: a bank statement that shows my address. I don't receive statements by mail... I have already sent a regular statement taken from my bank's app and a screenshot of it as well. I've explained this via email to the KYC department and even so, they keep asking for a statement that shows the address.

Honestly, I don’t know what kind of verification they're trying to do! Maybe they want me to give up on this withdrawal? The amount is not even high!

Dear rzgpkb49bn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, my verification of the payment method is all that's missing, the rest of the documents have been sent and approved

Thank you very much, rzgpkb49bn, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear rzgpkb49bn,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know. To assist you further, could you kindly provide the same bank statement you previously sent to Snatch Casino? You can send it to my email address at jakub.m@casino.guru. Typically, bank statements include the account holder's address, so it's quite unusual for this information to be missing.

Thank you in advance for your cooperation.

I sent the e-mail on August 2nd, ok?

Dear rzgpkb49bn,

Thank you for providing the bank statement.

Dear Snatch Casino,

In Brazil, it is generally not required for a bank statement to display the account holder's address. Could you please advise if there is an alternative solution, given that the player is unable to provide a document with this specific information?

Thank you for your attention to this matter.

Okay! Thank you very much. Let's wait for the casino's reply

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 and rzgpkb49bn,

I am pleased to inform you that the account has been successfully verified, and the withdrawal has been approved. We sincerely apologize for any inconvenience or delays you may have experienced during this process. We are committed to ensuring that your future interactions with us are as smooth and pleasant as possible, and we hope that the player's experience from now on will reflect our dedication to providing excellent service.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for this valuable update. I'm glad to hear such good news! I hope the player’s future experiences with your casino will continue to be positive.

Dear rzgpkb49bn,

I will keep your complaint open until you confirm that you’ve received your funds. Please respond in this thread once the payment has been completed.

Thank you.

Good morning!

Yes, I've received my withdrawal. All sorted, thank you very much

Dear rzgpkb49bn,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (Link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo