The player from Germany had faced a delay in receiving a withdrawal of 1741€ despite having a fully verified account. He was unsatisfied with the standardized email responses and felt his inquiries about the delayed withdrawal were being ignored. The player confirmed that his winnings were from real money and not from a bonus. He had been informed by the casino that his withdrawal would be processed in two parts on January 5th and 10th respectively. However, the player did not confirm receipt of these payments. After extending the timer for response, we did not receive any further communication from the player. As a result, we were unable to investigate further and the complaint was rejected.
Snatch Casino - Player's withdrawal is delayed.
Amount: €1,741
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
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10 months ago
Translation
Dear Sir or Madam,
I requested a withdrawal six days ago totaling 2741€. Of this, 1000€ was transferred yesterday, the 2nd of January 2024. I am still missing 1741€. I am at the end of my patience. After countless deposits, I finally have some luck and want to withdraw my winnings, but numerous obstacles are being thrown in my way. My account is fully verified. When I write via email, I only receive standard responses. I constantly have to chase my money. It's very unfair and my hands are tied. I hope you can help me.
Best regards,
M.s.
Automatic translation:
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10 months ago
Hello Mxxxi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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10 months ago
Translation
Good morning,
The money is raw cash, no bonus or anything else. My profile has been fully verified since December 25th. I made a withdrawal of around €800 which was paid out quickly. I have now received an email that €1000 will be transferred tomorrow on January 5th, 2024 and €741 on January 10th, 2024. I have played at many online casinos and made withdrawals from time to time, but I have never experienced anything like this. Almost 3 weeks until payment and all of that in pieces. It's a shame about the casino. It's chic and has a GTA vibe, lots of games but that's how you scare away your players. I won't deposit here again. The next time I play at an online casino I will read the reviews etc. carefully so that something like this doesn't happen to me again.
Edited
Automatic translation:
Public
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10 months ago
Hello Mxxxi,
Please keep in mind that most casinos have daily/weekly/monthly withdrawal limits which are applied to player differently. As the other 2 payouts were promised on 5th an 10th, can you please let us know if any of them arrived since your last post?
