Snatch Casino - Igrač se bori sa kašnjenjima u povlačenju novca.

Good morning,

I am writing to express ongoing concerns regarding unresolved issues with my account withdrawals and the lack of effective support I’ve received so far. I am hoping you can assit me this contacting them.

On July 20, I successfully made a single withdrawal of $1,372 CAD, which was processed the next day without issue via transfer.

However, since that transaction, every attempt I’ve made to withdraw funds has encountered persistent problems and have roughly $8600 CAD I can not withdrawal.

Timeline and Issues:

July 20 onward: I attempted seven additional withdrawals, ranging from $1,372 to $36.99. All remained in processing status for several days and now all show cancelled.

I reached out via live chat, and an agent advised me to wait another day or two. After five days, I followed up and was told I had too many withdrawals queued.

I was informed the daily withdrawal limit is two per day, not exceeding $2,000 USD total, with a $1,000 limit per transaction. I was also advised to only submit one at a time for faster processing, supposedly within 24 hours (up to 72 hours max).

Multiple agents have said someone from the payments department would reach out. It has now been 8 days without any communication or resolution.

I was no requested to submit my ID for KYC Verification and have not recived any response again their support.

Can you please assist me with this matter.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of Snatch Casino, and this is what I found:

7.16. At Snatch, the daily withdrawal limit is $2,000 (Two thousand) for all players. These limits are set to ensure a smooth and fair gaming experience for all Players.

Could you please let me know if there are currently any pending withdrawal requests in your casino account?

What payment method have you selected for your withdrawals so far? Was it the same method you used for your deposits?

Has the casino’s customer support provided any explanation for why your withdrawal requests were canceled?

Also, did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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.

Good morning Veronika,

There are currently no pending withdrawals on my account, as they were either cancelled by Snatch or by myself at the request of their support team, prior to the current radio silence. I am also unable to submit any new withdrawal requests due to pending KYC verification. I have submitted the documents over 2 days ago.

I have contacted their accounting department multiple times over the past nine days but have not received any response.

All of my winnings were accumulated without an active bonus.

If needed, I can provide screenshots of all cancelled withdrawals between July 20th and 24th.

Unfortunately, Snatch’s customer service has not been able to provide any clear answers, and we are now approaching day 10 without resolution.

Any assistance you can offer would be greatly appreciated.

Thank you for your reply.

Could you please specify which documents you sent to the casino for verification and when exactly you submitted them?

Has the casino reviewed any of your identity documents? If so, have any of them been approved or rejected?

Veronika,

I sent in a photo of my driver licence as requested.

I have not received any response from them, to either the original email

containing the photos or follow up emails. I have verified that the email was correct.

Please forward me all the communication between you and the casino customer support regarding the delay in processing your withdrawals and the verification of your account at veronika.f@casino.guru. I appreciate your patience and cooperation.

The only emails I have received was to send the documents to KYC@snatchcasino.com. I have yet to receive an email back. Customer service has confirmed multiple times that this is the correct email.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear BammRamm1,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Snatch Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Snatch Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Thank you

Dear BammRamm1 and Casino Guru,

We would like to inform you that the delay in processing the player’s withdrawal was due to the need for account verification.

We’re pleased to confirm that the player has been successfully verified and is now eligible to withdraw their funds.

Best regards,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for your clarification.

Dear BammRamm1,

Could you kindly confirm whether you were able to request a withdrawal? Please also let me know once the funds have been received in your account.

Thank you.

Dear BammRamm1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru