Snatch Casino - Player's withdrawal delayed over document dispute.

I completed the verification process on their website the first thing I did. I got it approved, which is also visible when logging in. I made an attempt to withdraw (198 euros) and after a few days was informed that another document needed to be filled in. They attached a document that my bank must fill in or similar to this document. I have provided them with similar documents showing the relevant information but they require this particular document and it is not available to me. I point this out in chat support but they refer to email support and there I get the same answer over and over again. They are really not willing to solve this. I know which documents are relevant to request from many years of experience playing at different casinos. I have waited for a month now.

Dear boyracer,

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.

Could you please explain in more detail what kind of document you provided to the casino?

Could you please send me the responses you received from the casino? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi Thomas. Many thanks. I have now emailed you.

// Best regards

I checked the emails you sent to me, but haven't found a template of the document the casino requested from you.

Usually, a complete bank statement is requested, such as the deposits made to the casino are visible in the list of transactions. Have you received feedback from the casino, that that is indeed necessary for you to submit?

Are the screenshots of the bank account the same as the one you used to deposit in the casino, please?

I'll await your reply.

I just received this email. The outlet is still in "pending mode", but it suddenly looks brighter. Thanks for your help! 👍👍

Great news - your account has been verified by our Finance Department!

Thank you for providing all the data and documents.

You can now make deposits and withdraw winnings without having to go through any additional data verification procedures. Congratulations!

Dear boyracer,

Could you please let us know if you were able to withdraw your winnings from the casino? May we consider the issue resolved, or do you require further assistance?

Dear boyracer,

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.

This is resolved and the money finally arrived. Thank you Thomas!

Dear boyracer,

I'm glad to hear your withdrawal was successful. 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,

Tomas

Casino.Guru