Snatch Casino - Povlačenja igrača su odložena.

Hello. I had done a deposit with a bonus 200%. I finished the wager and i did 2 withdraws, one 1000usdt on 31th march and another one 2275usdt on 2nd april. A few days later they cancelled the withdrawals for the reason check provider's. Until now they haven't finished the check. I sent to live chat and they told me that, they inform the appropriate department and if i want additional information to contact [email protected]. i sent to this email but they didn't answer. I try another email [email protected] and they told the same things with livechat

Dear tsampcon,

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.

• Have you made any successful withdrawals before?
• Do I understand correctly that you currently don't have any pending withdrawals?
• Could you please confirm that you have passed the KYC verification?

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.

•no, I have not made successful withdrawals in the past

•right now I have no pending withdrawals

•yes I can confirm that I have passed the kyc

Thank you for your time.

•οχι δεν έχω κάνει επιτυχημένες αναλήψεις στο παρελθόν

•σωστα αυτή την στιγμή δεν έχω εκκρεμεί ανάληψη

•ναι μπορώ να επιβεβαιώσω ότι έχω πέρασει το kyc

Ευχαριστώ για τον χρόνο σας

Thank you very much for your reply, tsampcon. 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.

I have sent you what you asked for in the email you wrote me.....thank you very much

Σας τα έχω στείλει αυτά που μου ζητήσατε στο mail που μου γράψατε.....ευχαριστω πολύ

Thank you very much, tsampcon, for your cooperation. I will now transfer your complaint to my colleague Martin ([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.

Hello tsampcon,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Snatch Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and give us a timeframe, in which tsampcon can expect his withdrawals to be processed? Alternatively, have any additional issues arisen in the meantime? If yes, please let me know at [email protected].

Dear tsampcon and Martin,

Please be advised that we have received a response from the provider. 

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Snatch Casino Representative

Dear casino representative,

thank you for your update.

Dear tsampcon,

are you now able to withdraw your funds? Either way, please let us know.

No, I still can't withdraw money as they asked me to send them a photo of my driver's license. I don't know if any further documents will be needed... I sent the license yesterday and I'm waiting for a response.

Όχι ακόμα δεν μπορώ να κάνω ανάληψη καθώς μου ζήτησαν να του στείλω το δίπλωμα οδήγησης σε φωτογραφία δεν ξέρω αν θα χρειαστούν περαιτέρω έγγραφα...το δίπλωμα το έστειλα χθες και περιμένω απάντηση

Dear tsampcon,

thank you for letting us know. We will see how the verification process plays out, for now I can only encourage you to comply with the requests. In case you require any help with submitting the documents, don't hesitate to contact me at [email protected].

Dear parties,

as more time has passed, I would like to ask you to update us on the current proceedings.

Dear casino representative,

has the KYC check been finalized?

From my side there has been no progress to date and I am still waiting for the completion of the KYC and I have not received any information about what stage the process is at.

Από μεριάς μου δεν υπάρχει κάποια εξέλιξη μέχρι και σήμερα περιμένω την ολοκλήρωση του kyc επίσης δεν έχω λάβει κάποια ενημέρωση για το σε ποιο στάδιο βρίσκεται η διαδικασία

Dear tsampcon and Martin,

We would like to kindly inform you that earlier today, you received a message from our KYC department requesting some additional documents.

We kindly ask you to check your inbox and provide the requested information at your earliest convenience. Once received, we will make sure your request is processed as quickly as possible.

Thank you for your cooperation. Should you have any questions, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino representative,

thank you for the update.

Dear tsampcon,

please let me know which documents were requested. In case you need any assistance with the process, message me in this thread or at [email protected].

Dear Martin and dear casino, I have sent the documents you requested so I am waiting for your response.

Αγαπητέ Μάρτιν και αγαπητο καζίνο έστειλα τα έγγραφα που μου ζητήσατε οπότε περιμένω για την απάντηση σας

Dear tsampcon,

can you specify which documents were asked of you? Thank you for your continued involvement in the case.

Dear casino representative,

please keep us updated on the verification status.

Yes, of course I was asked for a photo of me showing my face holding my ID from the front and the casino page from the back. I sent two photos, one with the front and one with the back, as the back has English characters, I sent it to facilitate identification.

Ναι βέβαια μου ζητήθηκε μια φωτογραφία μου η οποία να φαίνεται το πρώσοπο μου κρατώντας την ταυτότητα μου από την προστινη όψη ενω πίσω να φαίνεται η σελίδα του καζίνο εγώ έστειλα δύο φωτογραφίες μια με την προστινη όψη και μια με την πίσω καθώς η πίσω όψη έχει αγγλικούς χαρακτήρες το έστειλα για διευκόλυνση της ταυτοποίησης

Dear all,

We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.

At your earliest convenience, we kindly ask you to review the message and provide the requested information. Once received, we will ensure that your request is processed as promptly as possible.

Thank you in advance for your cooperation. If you have any questions or need any assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Dear casino

I have sent you the document that you wanted me to provide please inform me if there is anything else you need

Dear Casino representative,

since the player confirmed the requested documents were submitted, I would like to ask you to give us an update on the current proceedings. What is the status of the verification and when can the player expect their withdrawal to be processed?

A specific timeframe for resolution would be greatly appreciated to avoid any further delays or misunderstandings.

Thank you in advance for your prompt response.

Dear tsampcon 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.

Respectfully,

Snatch Casino Representative

Can you please tell me what days I should expect a response? Also, can you tell me what the business days are?

Μπορείτε σας παρακαλώ μου πείτε ποιες μέρες να περιμένω απάντηση; Επίσης μπορείτε να μου πείτε ποιες είναι οι εργάσιμες μέρες;

Dear tsampcon and Casino Guru,

We kindly inform you that our KYC department is available from 10:00 to 19:00 (UTC+2) from Monday to Friday. We truly appreciate you waiting while we carefully review the situation. Please rest assured that we are conducting a thorough investigation to ensure everything is handled appropriately.

We will keep you updated and get back to you as soon as we have more information.

Respectfully,

Snatch Casino Representative

Can I hope that I will be able to get my money within the week?

Μπορώ να ελπίζω ότι θα έχω την δυνατότητα να πάρω τα χρήματα μου εντός της εβδομάδας;

Dear casino representative,

as you most likely know, we had recently observed a consistent pattern of delayed responses and prolonged complaint handling from your casino. Such issues reflect negatively on both of our platforms, but more importantly on the players' financial situations and well being.

I urge you to treat this case as a priority and take immediate steps to finalize the player’s withdrawal. It appeared that this situation was progressing in the right direction, but in case we do not receive a meaningful answer in the next 7 days, we will be forced to reevaluate our position regarding the aforementioned issues.

Dear tsampcon and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino representative,

thank you for the update.

Dear tsampcon,

can you confirm, whether you are able to withdraw your funds?

Good evening, thank you for dealing with my issue. The truth is that I tried to withdraw the entire amount and I received an email from the company to make my withdrawals in 1000 USDT increments, so I did so. However, I have only withdrawn the first money. I hope the rest will be included. I don't know how many business days it takes for each withdrawal to be made, so I will let you know when I receive the remaining amount.

Καλησπέρα ευχαριστώ που ασχολήθηκατε με το θέμα μου η αλήθεια είναι ότι προσπάθησα να κάνω ανάληψη με όλο το ποσό και δέχτηκα ένα μέιλ απο την εταιρεία να κάνω τις αναλήψεις μου ανά 1000 usdt οπότε το Σεβαστικα και έτσι έκανα παρόλα αυτά έχω τραβήξει μόνο τα πρώτα χρήματα ελπίζω να μπουν και τα υπόλοιπα δεν ξέρω πόσες εργάσιμες ημέρες περνάει Για να γίνει η κάθε ανάληψη οπότε θα σας ενημερώσω όταν παρω το υπόλοιπο ποσό

Hello tsampcon,

thank you for your response. I will set the timer for 10 days, and I would like to ask you to keep us updated during this time. In case there are any delays or there are no meaningful developments, we will get in touch with a casino representative again.

Good evening, now that the timer is running out, I don't have anything to add because the site is under maintenance, so there is still a small amount pending that I haven't withdrawn. I will keep you informed of any developments, however, I have withdrawn most of the money.

Καλησπέρα τώρα που τελειώνει το χρονόμετρο δεν έχω να παραθέσω κάτι διότι το σάιτ βρίσκεται σε συντήρηση οπότε εκκρεμεί ακόμα ένα μικρό ποσό που δεν έχω τραβήξει θα σας ενημερώσω για οποιαδήποτε εξέλιξη παρόλα αυτά έχω τραβήξει τα περισσότερα χρήματα

Dear tsampcon,

thank you very much for your continued cooperation. I am happy to hear you have received most of your funds, the complaint will of course remain opened until you receive the rest as well. Also, please note, that we are informed of the current maintenance status and we are closely waiting on any updates and developments.

I am in. I am pleased to announce that I pulled the last one and thank you very much for the help, I appreciate it.

Είμαι στη. Ευχάριστη θέση να σας ανακοινώσω πως τράβηξα και το τελευταίο πόσο ευχαριστω παρά πολύ για την βοήθεια το εκτιμώ

Dear tsampcon,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Snatch Casino for their cooperation. 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, 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, 

Martin

Casino.Guru