Snatch Casino - Player's withdrawal is delayed and canceled.

Req a w/drawal 6/15. Next day w/d was changed from "processing" to "cancelled" by casino (not me). When I contacted them was advised my account was pending checking by game provider to check the validity of the game. I have made numerous inquiries since with the same answer each time. Recently, they have advised my file has been escalated but I have received NO response or update from them at all unless I am to one to make contact. On Sunday July 13th, it will be four weeks since I requested my response. I know I have been scammed here and they are waiting for me to use up the pending withdrawal. I am hoping you might be able to help with looking in this situation. This casino should not have a favourable rating. Unfortunately, I did not read reviews prior to playing and now feel I have buyer's beware but the reviews are all very similar to mine. I have attached the maxmimum below but still have a few other emails. Thank you, Cheryl D.

Dear player,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots 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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you Dominika, - to answer your questions, I have not made a withdrawal prior to this request - this was my first experience with the casino. There is NO WHERE on their website to complete or upload "KYC" documents. I requested this very early on when this withdrawal was dragging on and they advised it was not always necessary. I did NOT receive my winnings via a bonus - this was a straight cash deposit and no bonus used. I did attach my correspondence with GURU yesterday with my complaint and cannot attach here for some reason. Will you please let me know if there is some way to upload these emails/chats to you?

Dear player, could you kindly let me know if you have received any update from the casino regarding the game provider check? Have they mentioned how much longer this process might take, or provided any estimated timeframe?

Hello, - I have NEVER been contacted by Casino until I reach out and then each and every time I am told the processing should be completed soon. I have been advised on 3-4 occasions that my file has been escalated and thanking me for my patience. I contacted them through CHAT again yesterday and they "assured" me not to worry, the my withdrawal would be available soon. I am now 4.5 weeks past the initial request for my withdrawal with absolutely no end in sight. This is beyond ridiculous and I feel I have just been scammed. They do not provide any names or escalated contacts and just continue to tell me my case is with the "relevant" department. There is no way that a casino w/drawal should take this long. I have no idea how they have such a glowing rating with you. Any help at all is much appreciated.

While I understand Snatch Casino is advising I can submit request for withdrawal, please see screenshots just taken from my profile. My withdrawal that was requested June 15th is still showing as cancelled and I am unable to change "cancelled" to "withdraw". You can clearly see my balance of $726.60 in top right corner. I appreciate the help from CASINO GURU but will not trust I will get my winnings until I see the deposit to my bank account. When I tap the "withdraw" button, it shows that $1000 is withdrawn - this is NOT the case! I have not received this money.

I have made contact with casino chat and my withdrawal is now showing as "processing". I will ask CASINO GURU to keep my complaint open until I actually receive my funds. This has been a very long and stressful experience trying to recover funds that belong to me and there is absolutely no way that a Casino should be allowed to take nearly 5 weeks to complete a provider check. I will update IF and WHEN I have received my money. Thank you CASINO GURU and again, please keep my complaint open until I advise funds have been received.

A massive "thank-you" to Casino Guru! After an almost 5 week wait (requested w/drawal June 15th) I have finally received my money deposited into my account today. I do not believe I would have had any success dealing with the Casino direct as between their CHAT system and their CUSTOMER SUPPORT sysstem, I made contact over 11 times with the only response being "thank you for your patience - the provider check will be completed soon". Unfortunately, as much as I enjoyed playing at Snatch Casino, I will never play there again. They should NOT have the rating that they have. In this day of technology, there is just no way a players winnings should be held for 5 weeks. The entire system is designed for you to cancel the withdrawal and eventually lose any winnings you may have realized so there is no pay out. Again, a HUGE thanks to CASINO GURU!

Dear Snatch Casino, thank you for the information provided.

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru