The player from Russia had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. The player had had issues with account verification, as the casino had requested documents he initially couldn't provide. After contacting us, his account was verified within a few hours. However, the casino had requested additional confirmation for his piatrix wallet. The player sent all necessary documents and after a delay, confirmed that the payment had been completed. We had marked the complaint as resolved.
Snatch Casino - Withdrawal of player's winnings has been delayed.
Amount: 4,500 руб
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I can't go through verification because they're asking for a document that isn't issued in Russia.
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11 months ago
Dear 81aleks1607,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
Translation
Good afternoon, I have a problem with verification; they ask for documents that I cannot provide to them.
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11 months ago
Thank you for your reply, 81aleks1607. Could you please clarify which documents the casino requested? Do I understand correctly that you should verify your home address?
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11 months ago
Translation
Hello, yes, there was a problem with the address, but as soon as I contacted you, miraculously, the account was verified within a couple of hours. Now they have asked for confirmation of the piatrix wallet. I sent all the documents via mail, but almost a day has passed and still no response.
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11 months ago
Translation
Thank you for your time, the payment has been completed.
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11 months ago
Dear 81aleks1607,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
