Snatch Casino - Player's withdrawal delayed due to ongoing verification requests.

The casino initially informed me that my account verification was complete and that a withdrawal would be processed within two minutes. However, after two days had passed without receiving the funds, I contacted customer support to inquire about the delay. In response, I was instructed to submit six additional documents. Specifically, I provided:

1. The front and back of my driver’s license,
2. The front and back of the Mastercard used for the deposit,
3. A utility bill showing my address,
4. A document from the IRS indicating my address,
5. A screenshot from my bank account displaying the IBAN and BIC.

Despite complying with this request, I was subsequently asked to provide two more documents, even though the previously submitted documents clearly contained the necessary information. Nonetheless, I complied and submitted the additional documents as requested. After that, they ceased responding. I attempted to contact support through live chat, but they merely instructed me to wait for the KYC team. Upon researching on various websites, it became apparent that this issue is, unfortunately, a recurring pattern.

I reached out to the live chat once more, offering them the opportunity to resolve this issue before I would be compelled to file a formal complaint. I waited one more day, only to be asked for more documents, now with impossible and fraudulent terms, such as a copy of a bank statement that needed to be only three months old, even though I only receive that type of statement in December each year. Their demand for account verification is, in other words, impossible to meet.

Dear zorromedz,

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. 

• Do I understand correctly that you provided all the required documents except for the three-month-old bank statement?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Have sent copies of email conversations with KYC@snatchcasino.com to kristina.s@casino.guru

Received email that the account is now verified. However, the withdrawal is still not sent, contacted the chat who said they are working on it.

Still waiting for them to start processing the withdrawal.

The money is now paid out, thanks for the help!

Dear zorromedz,

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

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

Best regards,

Kristina

Casino.Guru