Snatch Casino - Player’s withdrawals have been delayed and cancelled.

Hello Casino Guru, thanks for the opportunity to explain my issues with the Snatch casino since 31 march 2025, hopefully we can find some resolution together!

I have made a deposit of 300e with 200% deposit bonus, after around 100e-150e played I got a Big win on Pirate Bonanza (I have screen recording of that win that show’s my balance at that exact moment). Then I cancelled my non-sticky bonus as i confirmed it with my support agent beforehand, and then only cash balance left, I played it out until 1800e because they have limits 900 per transaction so i made 2x withdrawals 900e each, one was thru on 30 of March and next day was in my bank account, so I waited for the second 900 to be processed but it got cancelled the next day and the disaster begins... Since then I got NO INFORMATION about what's going on, I was lost in the dark waiting for some response from them but nothing just waited for the review to be finished, thinking it cant be more then 4-5 workdays right? WRONG!!!! More then 50 days and still going...

So as a many people here, I could not hold 1-2 days without touching it, I continued to play and "accidentally" won big, couple of max wins, and some other big wins I was up to 14k max, but then I lost half and now I'm standing on 7k and not touching it for 3 weeks already... I know casinos have awful tactics to prologue the process so people continue to play and hopefully lose their money, so this time thankfully that didn't happen !!!! After around 30 days the withdrawal option was ALIVE again, I assumed review was over thank god, so I made 7 cash outs of 1000e, was waiting to see what will happen... Of course 2-3 days after ALL WITHDRAWALS HAVE BEEN CANCELLED and now its says " you need to complete KYC verification" so one of the supports told me to send a copy of my passport so I did like 2 weeks ago and still nothing... like I'm not their member since 2-3 years, VIP member, got the VIP managers on my what's app, and they ignore me now too, I guess they are ashamed and tired of lying and hiding information. Why did they process those first 900e at the first place, what happened after that I don't understand really....

They still send me bonuses and promotion mails to continue to play, and even my VIP manager told me something like "we have some new games you should try in the meantime that you are waiting for the review to be finished !!! And most important thing !!!! NO ONE EVER TOLD ME NOT TO PLAY WHILE REVIEW WAS ON !!!! IF IT WAS FORBBIDEN THEN WHY WAS MY ACCOUNT NOT FROZEN, I CAN DEPOSIT AND PLAY AND LOSE BUT CAN'T WITHDRAW !!!

I was day and night on chat with supports and my VIP managers on what's app, i get the same answer from them all, just wait to be finished, like 50!days is nothing... and I even got one "YOU ARE NOT THE ONLY ONE ON THIS PLATFORM" !!! WOOOOOOOOOW !!! So much about understanding how players feel and appreciating us a customers... 

I have so many saved chats and screenshots to show you, its really outrageous what are they doing to people with all those "we understand the frustration but please be patient" automatic templates... I'm just so disappointed in their behavior and lost for words, trying to stay calm but its really hard... Can anyone do something about it? This can’t be legal !!!! HELP !!!

Dear DjadjaTravar,

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.

• Do I understand correctly that the delay has been caused by the prolonged verification?
• Could you please advise which documents you have already provided (apart from those you mentioned in your message)?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina,

thank you very much for such a quick reaction and answer on my complaint, I have to mention that first because I’m not used to that after having these troubles with snatch casino 👌

No, for the first ~30days I was under some "Fair play review" by some provider they said, and never gave me the exact information how long can these last or why did it happen in the first place. It was like it was happening to them for the first time and they dont know anything and all depends on the provider, I should be patient….

After ~30 days my withdrawal option was unlocked so I tried to withdraw my money in 7 parts 1000e per transaction because of their limits, after 2-3 all have been canceled, and then I lost my mind, couldn’t believe what are they doing to me and went to support chat to try and get some information and the support told me they only need my passport, nothing else… I asked KYC department directly is that all they need just in case and never got a response from them… ( HILARIOUS, because I was registered there for almost 3 years and was often VIP member) so I sent the copy of my passport in a matter of a minutes and since then nothing, just all those tries to prolongue it as more as possible so I play further and lose my winnings… P.S I have all chats saved, tell me if you need some particular parts… Thanks a lot again for your time and effort, appreciate it 👍

Hi, Kristina

Please… I’m waiting more then 50days for a trash Snatch casino… I’m not sure anyone ever waited so long for withdrawal, can you please speed it up a bit before weekend comes and insert 1 of casino people’s here…

I really can’t wait to see that "template" response from them apologizing and saying "thank you for your understanding"… THANKS 🙏

Thank you very much for your reply, DjadjaTravar. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello Kristina, I have sent you all screnshots of a chat with VIP manager of snatch casino, I hope you can understand it because its all messed up, there is no order whatsoever, sorry once again 😔

Thank you very much, DjadjaTravar, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) 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.

Dear DjadjaTravar,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Snatch Casino representative to join this conversation and participate in resolving this complaint.

Dear Snatch Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello Stefan, hopefully… unless they didn’t file for bankruptcy 🤷‍♂️ I mean there is no way its a "normal procedure" ,who knows what kind of problems they have… they are nothing but a bunch of liars… who knows whats the real truth and why are they doing this… Lets see the reaction now!?

Hello dear representative of Snatch casino, how long do you usually need to answer an e mail or verify a player who’s playing 2-3 years on your site already???? Whats the excuse tell me???

Dear DjadjaTravar and Stefan,

We completely understand how sensitive this situation is and want to assure you that we are doing everything possible to resolve it as quickly as we can.

At the moment, we are conducting a thorough review of the case and hope to complete it shortly. We sincerely appreciate your patience and understanding during this process.

Thank you once again for your trust and cooperation. If you have any questions or need further assistance, please feel free to reach out to us at any time.

Respectfully,

Snatch Casino Representative

No you don’t, u r just giving same response over and over again!!! Tell us all that you site is BS and real reason why so many people can’t get their money!!!??? Lying scums….

So this is the response I have been waiting for 2.5 months????????? WE ALL KNEW THAT!!! We are not patient and you dont have our trust, just pay the money the same way you have been taking money, FAST !!!

Dear Snatch Casino,

Thank you for your response. Could you please let us know how long the player's verification will last? Are there any documents which the player needs to provide?

I'll be awaiting your reply.

this is what you need??? ONLY THAT??? U r not gonna ask something else after that like always????????

Stefan, the right question is why does it lasts 3 months? Can anyone answer that without repeating any BS response from before???

Ok, I got this e mail first,my profile was verified, then withdrawals option was available and I cashed out 7x1000e and first 1000e is already on my account, THANK GOD!!!

Thank you Casino Guru for your time and understanding 👌

Dear DjadjaTravar,

I'm glad to hear the good news. Please let me know once you receive all the withdrawals.

I'll be awaiting your reply.

Dear Snatch Casino,

Could you explain why the player's withdrawals haven't been processed yet? There are daily, weekly, and monthly withdrawal limits outlined in the terms and conditions, and it appears that you are not paying the player according to them.

I'll be awaiting your reply.

Just got my 2nd cashout, exactly 1 week later… Not bad but still, can someone explain why not 2.500e per week or 2k at least, whats the problem!?

Dear DjadjaTravar and Stefan,

We have relayed all the information to our Financial Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Snath Casino Representative

Dear Snatch Casino,

Please keep us updated regarding the matter, and contact us as soon as you have any news from the Financial Department.

I'll be awaiting your reply.

Of course, You and your reviews and financial department… You apologize 100th time, is there anything good for me comming out of that, MAYBE payout all at once??? Same answers for 100+ days… Awesome 👌

Dear DjadjaTravar,

Please rest assured that your withdrawals are currently being processed regularly, and we are doing everything we can to ensure your funds are transferred as quickly as possible.

We truly appreciate your patience and understanding during this time - it means a lot to us.

If you have any further questions or need assistance, feel free to reach out - we’re always here to help.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Could you state the reason why the player's withdrawals are processed so slowly?

I'll be awaiting your reply.

Dear Stefan,

I completely understand how important it is for player to receive the funds as quickly as possible. I’ve reviewed the situation on my end, and we will do our best to help speed up the process for the player.

Thank you so much for your patience and understanding - it truly means a lot to us.

Respectfully,

Snatch Casino Representative

Dear DjadjaTravar,

Did you manage to receive another withdrawal from the casino? Please let me know how much you have received from the casino so far.

I'll be awaiting your reply.

Dear Snatch Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Hallo Stefan, I just got my 5th cashout of 1000e today, 2000e left to go… They continue to follow this ritual every wednesday but nothing more as it says in the limits 🤷‍♂️

Atfer all this time waiting and writing with them my head hurts, I just hope they are going to continue this ritual for 2 more weeks so we can end this sad story for all of us 🤞

Dear Stefan,

Thank you for your message and for continuing to monitor this case.

We would like to confirm that, on our side, all withdrawals have been approved in a timely manner. The payments are being processed by our payment provider in accordance with their available capacity and processing limits.

We understand the player's frustration and truly regret any inconvenience caused by the gradual payout schedule. However, we would like to reassure you — and the player — that all remaining funds will be paid in full.

We appreciate your understanding and continued cooperation.

Kind regards,

Snatch Casino Team

This casino person doesnt even know I got paid early in the morning with my 2 last cashouts at once, how lost are you people? Do you even check anything before you write here, do you talk with your financial department or support at all, you are just all …. !!!

Stefan I got all my money thanks to you people, THANK YOU so much over and over again, thank god this nightmare came to an END!!!

They just paid out 2000e at once today around 8am, whole sum of 7 000e is paid out 🙏🙏🙏

I will never play on this casino ever again, now I’m gonna sue them for not having license for Austria and get back all my money that I’ve lost there, see ya soon Snitch casino!!!

Dear DjadjaTravar,

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,

Stefan, Casino.Guru