The player from Sweden faced significant delays in the withdrawal process from the casino, having 20,000 euros in their account at that time. Despite having provided all required KYC documentation, three withdrawal requests of 500 euros each remained pending, and the player expressed frustration over the lack of resolution from the VIP manager and the casino's ongoing excuses related to workload. The Complaints Team communicated with the casino, which eventually processed a withdrawal of 8,000 euros, while the player used the remaining balance during gameplay. The case was closed as rejected, with the player being advised that further assistance could not be provided due to the loss of funds being a result of their decisions.
Snatch Casino - Player's withdrawals are delayed.
Amount: €12,000
Snatch Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Snatch Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
But they don't answer my questions. They keep going around the questions. Don't you see that above?
Automatic translation:
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1 month ago
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.
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3 weeks ago
Dear Marme and Michal,
Thank you for your patience and understanding. We have reviewed the current situation regarding the withdrawals. We are pleased to inform you that a successful withdrawal of €8,000 has been processed. Unfortunately, the remaining funds have been used by the player.
Should you have any further questions or concerns, please don’t hesitate to reach out.
Respectfully,
Snatch Casino Representative
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2 weeks ago
Dear Marme,
Could you kindly verify the total amount you have received? Additionally, could you please confirm that you have chosen to continue playing and have used up the remaining balance?
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2 weeks ago
This case is so poorly handled.
It is obvious that you are protecting Snatchcasino. A security index of 8.9 is absurd and a mockery of the players out there. I want you to close the case as "unsolved".
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2 weeks ago
Dear Marme,
I can understand that you might have anticipated a different outcome in this case, and as I have mentioned multiple times, I completely understand your disappointment with the pace of your payout; however, you seem to intentionally overlook the fact that the casino has a withdrawal limit of 500 EUR per transaction, as outlined in their Terms and Conditions, which you accepted when you created your account. While I would also like to see this limit be much higher, and I can empathise with you that the casino could process all your withdrawals more quickly, it is clearly mentioned in their terms and conditions, and the casino team was processing your withdrawals as swiftly as their current resources permitted them.
I once again must point out that you were not alone in this; many other customers were also awaiting their payouts, all of whom are just as eager to receive their funds promptly as you.
While I understand that the situation was far from ideal, I must point out that the process was ongoing and you were receiving payments on a regular basis.
Moreover, since you decided to play further and the funds were fairly lost during your continued play, there isn’t much we can do at this point. Patience is essential in these circumstances, and once the funds are gone, our options to offer any further help are basically close to zero. While you are certainly entitled to your perspective, we cannot close this case as unresolved. The loss of the remaining funds was a direct result of decisions made during your gameplay, and those choices were entirely yours.
Given this situation, I will now proceed to close your case. We sincerely regret that we cannot provide further assistance.
You are welcome to disagree with our assessment and may contact the casino licensing authority if you feel the casino has acted improperly. However, we cannot assist further with this matter. If you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out to us. We will try our best to help.
Best regards,
Michal
Casino Guru
