Snatch Casino - Withdrawal of player's winnings has been delayed.

I submitted the withdraw on July 22. On July 24, I received an email telling me to submit verification docs. I sent in what was requested immediately. That's when the problem started. Chat sends me to a support email or kyc email. I can't get an answer as to if they have received the docs or what may be missing. Just scripted responses from live chat and email responses. Meanwhile my balance has been decreasing and now it's down almost $100. I'm at my wits end.

Thank you

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Ok that's fine. What is concerning me is the issue of the balance decreasing, now almost $100. What would be causing that to occur

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Thanks for responding,

It's been radio silent, I sent an update request a couple days ago, and have heard nothing

This is the last email sent on Friday Aug 1st

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand correctly that you're still waiting for the result of your account verification?

Do you currently have a pending withdrawal in your account?

Has your account balance continued to decrease, or has it remained stable since your last message?

Could you please specify the bonus you used?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Yes, I'm still sIting for verification.

The withdraw isn't pending it was " cancelled" and was told I could resubmit after the verification was complete.

The account balance is bouncing up and down, seems to stay within the $100 discrepancy range.

Very odd

I used a match bonus that included free spins.

I confirmed with live chat I had made the playthrough and I was good to withdraw. I can send communications, first it was il" it's in the queue no worries" just a high volume of withdraws. Heard that one before, then boom funds are frozen and I need a kyc to now basically nothing.

Has there been any developments in the case?

Dear player, have you received any updates regarding your account verification? If yes, have you already requested a new withdrawal?

No response. No updates, nothing

I'm ready to cry. After repeatly asking if additional docs. Were needed for verification, after 26 days they send an email needing address verification and my wallet transaction. I can't get into the website to see transaction info so I don't have casino name on the crypto transactions so I had to send several. Unacceptable, I pity the person who deposits with this shady casino

what delay tactic is next? Beyond frustrated

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([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.

Ok thank you

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Additional documents were requested on Aug 15, after first documents were sent .July 22.

I have not received any updates, and the withdraw remains cancelled and frozen

Dear Lioness1x and Casino Guru,

We would like to inform you that we will provide an update during the KYC department’s working hours. Currently, the KYC team is outside of working hours, but we will follow up with more information as soon as they are available. We hope for your understanding! 

Kind regards,

Snatch Casino Representative

Dear Lioness1x and Casino Guru,

We would like to kindly inform you that our KYC department is still waiting to receive the missing document from the player, specifically, the address confirmation.

We kindly ask the player to check their inbox once again and provide the required document for verification.

Thank you for your understanding!

Kind regards,

Snatch Casino Representative

Dear player,

If you have been able to submit the requested proof of address, feel free to forward it to [email protected] for review.

Nevermind, I have given up and just played the balance. I sent address docs twice. They just stall and stall. Thank you for your time and effort

Thank you for your reply.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but 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.

Kind regards,

Mirka

Casino.Guru