Snatch Casino - Povlačenje igrača je odloženo.

Hello, I've been playing with this provider for a while and never had any problems. I've deposited often and withdrawn a few times, always without issues. KYC was completed and confirmed a long time ago. Then I won a relatively large amount of around €5,100, and because of the €400 withdrawal limit, I started withdrawing the money in increments. The first €800 came in without any problems. But then Snatch switched platforms, and since then I haven't been able to withdraw anything. I keep getting the message that "my game is being reviewed by the game developer," which I've never experienced before, and I haven't received any replies to emails, and this hasn't happened for over a month. I'm starting to think the casino has been sold, and the new owner doesn't want to pay out existing players' balances, and the message that something is being reviewed is just a delaying tactic, because I could play with this money without any problems. If you are wondering why I am talking about euros when the amount in dispute is in dollars, that is because during the changeover from the platform my balance was simply exchanged for dollars.

Hallo, ich spiele schon länger bei diesem Anbieter und hatte auch nie Probleme. Ich habe oft eingezahlt und auch ein Paar mal aus. Immer ohne Probleme. KYC ist auch schon lang gemacht und bestätigt. Dann habe ich einen relativ hohen Betrag von ca. 5100€ gewonnen, und durch das Auszahlungslimit von 400€, in Schritten angefangen das Geld auszuzahlen. Die ersten 800€ kamen auch Problemlos. Doch dann hat Snatch die Plattform gewechselt und seit dem kann ich nicht mehr auszahlen. Es kommt immer die Meldung das "mein Spiel vom Spielehersteller überprüft wird" was ich noch nie erlebt habe, und auf E-Mails kommt keinerlei Antwort und das schon seit über einem Monat. Ich denke langsam das das Casino verkauft wurde und der neue Besitzer die Guthaben der vorhandenen Spieler nicht auszahlen möchte und die Nachricht, dass irgendetwas überprüft wird, nur eine Hinhaltetaktik ist, weil spielen könnte ich mit diesem Geld Problemlos. Falls sie sich wundern worum ich einmal von Euro spreche der Streitwert aber in Dollar ist, dass liegt daran das wärend der umstellung von der Plattform mein Guthaben einfach in Dollar getauscht wurde.

Dear Bluefish84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you in the best way possible, could you please provide the following information?

• What game did you play to accumulate your most recent winnings?
• Are there any pending withdrawal requests currently in your casino account?
• Did you accumulate your winnings with or without a bonus?
• Have you attempted to reach customer support via chat regarding this issue? If so, what responses have you received?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello,

I played either the game "Lucky Ducky" or the game "Wild Card Gang," both from BGaming. Unfortunately, I can't check it anymore because of the platform change.

No, there are no pending withdrawals because I cannot make any withdrawals as described above.

The winnings were achieved with real money.

Yes, I wrote in the chat but the only response I got was that I had to wait because the whole thing was being checked.

Hallo,

Ich habe entweder das Spiel "Lucky Ducky" oder das Spiel "Wild Card Gang" beides von BGaming gespielt, ich kann es leider durch den Platformwechsel nicht mehr nachschauen.

Nein es gibt keine Ausstehenden Auszahlungen da ich wie oben beschrieben keine Auszahlungen machen kann.

Die Gewinne wurden mit Echtgeld erziehlt.

Ja ich habe mit dem Chat geschrieben aber da kamm immer nur die Antwort das ich warten muss weil das ganze überprüft wird.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the investigation of your gameplay at veronika.f@casino.guru, or post screenshots here.

Hello, there wasn't really much communication. I don't remember the live chat conversations, but they were few and constructive. I was always just put off and told to wait. And I didn't receive any response to my emails.

Hallo, es gab nicht wirklich viel Komunikation. Die Konversationen mit dem Livechat habe ich nicht mehr, aber die waren wenig, konstruktiv, da wurde ich letztlich immer nur vertröstet und es wurde gesagt ich soll warten. Und auf meine EMails habe ich keinerlei Antwort erhalten.

Thank you very much, Bluefish84, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, Bluefish84!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Bluefish84 and Pavel,

We fully recognize the sensitivity of your situation and want to reassure you that we’re doing everything in our power to resolve it as swiftly as possible.

Our team is currently carrying out a thorough review, and we hope to have everything finalized soon.

Your patience and understanding during this time are truly appreciated.

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

Dear Snatch Casino, has there been any progress in your review?

Dear Bluefish84 and Pavel,

Please be advised that we have completed checking.

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

Respectfully,

Snatch Casino Representative

Thank you, Snatch Casino!

Bluefish84, please, tell if you are able to withdraw your funds and let us know when you will do so!

Hello, I can now withdraw my money (in €1,000 increments). I have requested my first withdrawal and will post here as soon as I receive the money. Many thanks to the Casinoguru team for their help.

Hallo, ich kann mein Geld jetzt abheben (in 1000€ Schritten). Ich habe die erste Auszahlung beantragt und werde es hier mitteilen sobald ich das Geld erhalten habe. Vielen dank an das Casinoguru Team für die hilfe.

Bluefish84, how is the progress on your withdrawals?

Hello, my withdrawal was reversed and a KYC was requested (but I was already verified under the old operator). I have complied with the KYC and will get back to you as soon as there is any news.

Hallo, meine Auszahlung wurde zurück gebucht und es wurde ein KYC angefragt (ich war aber vorher schon verifiziert unter dem alten Betreiber), ich bin dem KYC nachgekommen und melde mich sobald sich Neuigkeiten ergeben.

Thank you for letting us know!

Bluefish84, have you withdrawn your funds yet?

Hello, unfortunately I am still in the process of requesting this new verification. I have already sent my documents three times to the email address provided in the chat (KYC@snatchcasino.com), but I never get a response by email. I always have to ask in the chat and am told to send it again.

Hallo, ich bin leider immernoch bei dieser neu angeforderten verifizierung, ich habe schon 3 mal meine Dokumente an die vom Chat angegebene EMailadresse (KYC@snatchcasino.com) gesendet, bekomme aber per Mail nie eine Antwort sondern muss immer im Chat fragen und bekomme da gesagt das ich es nochmal senden soll.

Can you please, send the documents and include me in the recipients list (pavel.k@casino.guru), so I have the evidence that you sent them and can confront the casino with it?

Hi, I sent it again and put you in the CC.

Hallo, ich habe es erneut gesendet und sie ins "CC" gesetzt.

Thank you, I have received it!

Snatch Casino, please, let us know if your KYC team have received the e-mail as well.

Dear Bluefish84 and Pavel,

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

Snatch Casino Representative, are you able to tell what documents are required and why?

Dear Pavel,

Thank you for your message.

Following a recent review, our KYC team has identified that additional documents are required in order to complete the verification process. The specific details have been communicated directly to the player via email.

We kindly ask the player to review the message and provide the requested information at their earliest convenience. These documents are essential to proceed with and finalize the KYC process in accordance with our regulatory obligations.

Should there be any questions or further clarifications needed, we remain available to assist.

Respectfully,

Snatch Casino Representative

Dear 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.

Dear Bluefish84 and Casino Guru,

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

Respectfully,

Snatch Casino Representative

Dear Bluefish84, please, let us know if you are able to withdraw!

I can make a withdrawal, I will contact you as soon as I have received the first installment (1000€ per transaction is max).

Ich kann eine Auszahlung machen, ich melde mich sobald ich die erste Rate (1000€ pro Transaktion ist max) bekommen habe.

Hey Bluefish84, how is the progress with your withdrawals?

Hello, sorry for the long delay in replying but I was on vacation.

The withdrawal was declined, with a message telling me to choose a different method, even though I used the same method as for the deposit (Jeton). I then tried withdrawing with a credit card, but this was again declined, prompting me to choose a different method. I've now tried again with my bank account. I'm curious to see if this works, because I'm slowly running out of methods.

Hallo, entschuldigung das meine Antwort so lange gedauert hat aber ich war im Urlaub.

Die Auszahlung wurde abgelehnt mit dem Hinweis ich soll eine andere Methode wählen, obwohl ich die gleiche Methode genommen habe wie bei der Einzahlung (Jeton), ich habe danach versucht mit einer Kreditkarte auszuzahlen, dies wurde wieder abgelehnt mit dem Hinweis eine andere Methode zu wählen. Ich habe es jetzt nochmal auf mein Bankkonto versucht, ich bin gespannt ob dies funktioniert, weil langsam gehen mir die Methoden aus.

Just let us know if bank transfer does not work as well, and I will ask the casino.

Dear Bluefish84 and Casino Guru,

We kindly inform you that the funds have been successfully withdrawn, and the player should have received the payout (1000€, which was mentioned). The player can continue to submit withdrawal requests, which will be processed in accordance with the applicable limits. Thanks for understanding!

Respectfully,

Snatch Casino Representative

Thank you for letting us know! We will now just for the player's confirmation of withdrawing funds left in the account and the complaint will be closed.

Hello, I've received the first installment of €1,000. Thank you to the Casinoguru team for your help. Thank you very much. I will now withdraw the remainder in the €1,000 increments specified by the casino.

Hallo, ich habe die erste Rate von 1000€ erhalten, vielen dank an das Casinoguru Team für Ihre hilfe. Vielen vielen dank. Ich werde den Rest jetzt in den vom Casino vorgegebenen 1K€ schritten abheben.

I am happy to hear it! Let us know when you will receive the rest or if there any problems on the way!

Hello, I haven't received any further payments yet. I'll keep you updated.

Hallo, bisher habe ich noch keine weitere Zahlung erhalten, ich halte Sie auf dem laufenden.

Unfortunately, I still haven't received any further payment. When I asked in the chat, I only get the standard answer "It will be processed as soon as possible."

Ich habe leider noch immer keine weitere Zahlung erhalten, auf nachfrage im chat bekomme ich nur die standartantwort "Es wird so schnell wie möglich bearbeitet"

Can you please tell how much time elapsed since you had requested the first withdrawal until you received it, and how much time has elapsed since you have requested the last one?

Yes, the first time it took 2 days, now it's been 13 days.

Ja, beim ersten mal hat es 2 Tage gedauert, jetzt sind es schon 13 Tage.

We have noticed that the Snatch Casino and several other have been under maintenance for last couple of days, so most probably your delay in payments was caused by this. I will set the timer for 7 days and reach out to you once more to ask if you will have received any withdrawals by that time.

Dear Bluefish84,

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.

Hello, I have now received the second payout of 1000€ and have now requested the third payout.

I have now received a total of €2,000. I will let you know as soon as the third payment arrives.

Hallo, ich habe jetzt die zweite Auszahlung bekommen von 1000€ und nun die dritte Auszahlung beantragt.

2000€ habe ich jetzt gesammt erhalten, sobald die dritte Auszahlung da ist werde ich bescheid geben.

Hey Bluefish84, have you received your last payment yet?

Dear Bluefish84 and Casino Guru,

Currently, the player's withdrawals have been fully completed up to today and there are no pending withdrawal requests. We thank everyone for their cooperation.

Respectfully,

Snatch Casino Representative.

Dear Bluefish84,

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,
Pavel
Casino.Guru