The player from Germany, despite being fully verified, has been unable to withdraw her winnings since June 19, 2023. The casino's support and finance departments have been unhelpful. The player later informed us that she received her winnings, so we closed the case as resolved.
Snatch Casino - Player's withdrawal is delayed.
Amount: €675
Snatch Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
I still haven't paid out my winnings until now €675 I fully verified myself and only then requested my payout, which was won without a bonus. I requested the payout on 06/19/2023. I wrote to support several times and always got the same answer. The finance department works from 9 a.m. to 6 p.m., it would be very busy, first come, first served.....which seems really rude to me to write something like that... last I wrote to the finance department myself, which only then opened up to me the 2 message replied. Exactly the same crap as the support before...I've played in many casinos before, but not in this casino anymore if the money isn't finally paid out to me...in no casino was I put off as long as I said I've been fully verified with everything that goes with it, and I've also received the message that I can now withdraw my winnings without any problems..... I think it's cheeky what they're doing there. I also don't understand the good rating of the guru site....
Automatic translation:
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10 months ago
Dear honybunny,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
10 months ago
Translation
Honestly, I haven't experienced that yet, most casinos paid out after a short time, Sream Casino even within 2 hours.. and it was even immediately on the account.... why doesn't that work at the casino, at least with the editing...
Automatic translation:
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10 months ago
Dear honybunny, please let me know if you received your winnings. Thank you.
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10 months ago
Dear honybunny,
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,
Veronika
Casino.Guru
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