The player from Germany had deposited €800 and received a €2000 bonus, which led to winnings of €7740. However, his requests for three withdrawals of €500 each had been pending since November 9, 2024, despite his account being fully verified since November 11, 2024. After several updates regarding the status of his withdrawals, the casino had confirmed that the funds would be processed and sent. Ultimately, all outstanding amounts were received, and the issue was marked as resolved by the Complaints Team.
Snatch Casino - Player’s withdrawals are delayed.
Amount: €7,740
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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5 months ago
Translation
Hello,
I deposited 800€ with the following bonus on November 5th, 2024 and received 2000€ bonus:
https://snatchcasino6.eu/de/promo/item/welcome-bonus-1st-deposit-absl
After successfully implementing the bonus, I was able to win 7740€.
I have already applied for 3x 500€.
The withdrawals have been pending since November 9, 2024 and are simply not being processed, even though my account has been fully verified since November 11, 2024.
I hope you can help me solve the case.
kind regards,
Michael *****
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Dear Popy71,
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,
Tomas
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4 months ago
Translation
Hello Thomas,
After 15 days I still haven't received a payout from the casino.
I hope you can now help me to clarify the case.
kind regards,
Michael
Automatic translation:
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4 months ago
Thank you very much, Popy71, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Translation
Hello Tomas, Hello Romana,
Today the casino transferred the first €500. Is it a coincidence that the casino started paying out the winnings today or had you already contacted the casino?
However, I ask that you do not close the case until the entire winnings have been transferred, if that is possible.
kind regards,
Michael
Automatic translation:
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4 months ago
Hello Popy71,
My name is Romi, and I will be assisting you with your case.
Thank you for the update regarding your withdrawals.
I would like to request the presence of a representative from the casino in this conversation.
Dear Snatch Casino,
Could you possibly provide additional information regarding the withdrawals and clarify the situation?
Thank you in advance.
Respectfully,
Romi
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4 months ago
Dear Romi and Popy71,
Thank you very much for your understanding and patience. Please accept our sincerest apologies for the inconvenience caused. Our KYC department is currently experiencing an increased workload with the payment provider. I have just been in touch with them, and they have confirmed that the funds will be processed and sent this week.
We truly appreciate your continued patience and cooperation, and we remain at your disposal should you have any further questions.
Respectfully,
Snatch Casino Representative
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4 months ago
Greetings all.
Thank you, Snatch Casino, for the information provided.
Dear Popy71,
Please inform us whenever the payment is received.
Thank you in advance.
Best regards,
Romi
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4 months ago
Translation
Hello Romi,
The casino pays me €500 a week. I assume that the casino generally pays out winnings slowly.
Best regards,
Michael
Automatic translation:
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4 months ago
Dear Popy71,
We will keep the case open until you receive the full amount.
Best regards,
Romi
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3 months ago
Translation
Hello Romi,
There are still 4747€ outstanding and 3x 500€ have currently been requested for payment.
Best regards,
Michael
Automatic translation:
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3 months ago
Translation
Hello Romi,
Today another 500€ was paid out by the casino.
There is still 4247€ outstanding, of which 3x500€ have currently been requested for payment.
Best regards,
Michael
Automatic translation:
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3 months ago
Dear Popy71,
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.
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3 months ago
Translation
Hello Romi,
Today another 500€ was transferred.
There is still 2747€ left, of which 3x500€ have currently been requested for payment.
Best regards,
Michael
Automatic translation:
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3 months ago
Dear Popy71,
Thank you for the update. Please keep informing us.
Regards,
Romi
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3 months ago
Translation
Hello Romi,
Another payout was made today. There are currently €1740 outstanding.
Best regards,
Michael
Automatic translation:
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2 months ago
Dear Popy71,
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.
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2 months ago
Translation
Hello Romi,
Currently, 740€ are still outstanding and have been requested for payment.
Best regards,
Michael
Automatic translation:
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2 months ago
Dear Popy71,
Have you received the remaining amount, please?
Regards,
Romi
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2 months ago
Translation
Hello Romi,
Yes, the remaining amount has now been transferred in full.
Thank you for your great support.
best regards,
Michael
Automatic translation:
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2 months ago
Thank you, Popy71, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
