Snatch Casino - Player's withdrawal has been delayed.

I have an account at this casino. I made a deposit through an online bank account and since I had problems with the casino before, I started requesting withdrawals to my regular account.

Payments to my regular account have already been made.

Now, I have €620.00 to withdraw, and even though my account at the casino is marked as verified, they have been asking for documents for 15 days, which I have sent 6 times, and they still haven't paid me.

Dear Surigrilo, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved already?

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, 

Veronika

Dear. Messrs.

When I registered at Snatch casino I did so with a bank account that only works on TLM, through the app as it is an exclusively online account.

As I had problems withdrawing the money at that time as I was unable to take a screenshot, as Bamco does not allow it, I canceled the withdrawal at the casino and then made a withdrawal indicating a new nib. At that time, I was asked for several documents that I sent and I was paid what was owed.

Now I have requested the withdrawal of my winnings again to the nib where they already paid me on 05/01/2024 and which corresponds to the second account indicated.

They continue to ask me for account details for the app, when I didn't even request this withdrawal for that nib.

I sent a screenshot with the account details, address, iban, everything they asked me for.

Question: If they have already paid me once for the second bill, why are they raising problems?

They even want to know which account the money was deposited into. I don't understand this

As you can see, payments have already been made to the nib that I indicated when I requested the withdrawal and that it is from my account, and that is not the account that I registered when I signed up at snacth casini, as I didn't know that I would have so many problems because of present an online bank account that only has an app.

Thank you very much, Surigrilo, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Surigrilo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Exma.Mirka

Snacht casino continues to send me emails so that I can withdraw my money, requesting account details that I did not request to withdraw.

I already explained to the casino that it is a bank account, which only works on TLM through the app. I have already sent a photo of TLM with the requested data and they do not accept it. I sent a link from the bank showing that it only works on the app.

However, I canceled the withdrawal and later requested the withdrawal through my Skrill account, immediately sending the data and still I can't get them to pay me.

I appreciate your help.

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,

I am currently coordinating with our specialized department to carry out the required checks and will notify you promptly.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Could you please clarify, if there have been any updates in the player's withdrawal process?

Hello, good evening. I've finally received my money

I really appreciate your help. You were impeccable.

Best regards

Dear Surigrilo,

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,

Mirka

Casino.Guru