Snatch Casino - Player's withdrawals are delayed.

Here we go again with a new casino that is tremendously stalling the withdrawal process.

I am surprised that a casino can earn a rating of 8.9 with you when they completely disregard the end customer. This operator proudly displays your logo on their site. I am extremely disappointed and upset as this takes up so much of my time.

Currently, I have 20,000 euros in my account, and over the course of the holiday season, I deposited surely 5-6000 euros.

These funds were played "flat" - no bonuses involved.

The casino wanted documentation, the KYC section that is.

This KYC section has received everything they've asked for.

Two remaining documents they wanted at the end, a card I deposited with in May, I only had one side of the card and they wanted the backside.

They have received the backside of the card. Also, a new document that was a maximum of 3 months old with my bank account.

They received this a week ago and finally approved it this Monday.

Since Monday, my 3x500 euros have been pending, and this operator, of course, blames "heavy workload due to Christmas."

Around Christmas time is when you’d expect the most staff to be on duty as people are playing, right?!

After New Year's, they will then blame "heavy workload" from Christmas/New Year that needs to be cleared up...

I know how these work and it is terrible, it's impossible to deal with. I also have a VIP manager, and this person hasn't resolved a single thing for me. I want to increase the withdrawal limit so I can take out more than 3x500 euros at a time, but nothing has happened.

I also wanted to be able to withdraw the money to a different account (for which they have documentation) - nothing has happened.

Since the maximum withdrawal is 1500 euros a day (3x500), it will take me an enormous amount of time to get the money out. I am not capable of maintaining communication with them as this is about to break down.

Please, Casinoguru, help me with this.

Dear marme,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the withdrawal process and the delays you have encountered. We understand how frustrating this must be, especially given the significant amount of time and effort you have already put into resolving this matter.

To better assist you and mediate this issue, could you please provide us with some additional details? Specifically:

• Could you share any written communication (e.g., emails, chat transcripts) you have had with the casino regarding the delayed withdrawals, including responses from your VIP manager?
• Do you have any confirmation from the casino regarding the successful verification of your documents (e.g., email or account notification)?
• Are there specific terms in the casino’s withdrawal policy or VIP terms that limit the daily withdrawal amount to €1,500?
• Have you previously been able to withdraw funds from this casino successfully, and if so, were the processes similar?

If you have any additional evidence, such as transaction records, communication history, or screenshots showing delays or unaddressed issues, please forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to address this matter effectively. Without the necessary details and documentation, it will be difficult to proceed with the case and ensure a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!