Snatch Casino - Povlačenje igrača je odloženo.

I deposited €30 on May 15, 2025, and played. Now I have €500 and wanted to withdraw it. I've already been able to withdraw there, so I thought it was safe. Then the site was updated, or there was an update, and since then I've had to re-verify myself. I sent all my documents, and they kept asking me to do other crazy things, like take a selfie in front of a monitor with the Snatch site open, and include my selfie in the picture. That alone is a real imposition, I think... it's been a long back and forth ever since. I haven't received any emails from the KYC department since July, and support can't do anything except keep prioritizing the case, which apparently doesn't help at all. I've been trying to withdraw €500 for half a year, and I'm at my wit's end...

Ich habe am 15.05.25 30€ eingezahlt und gespielt. Nun stehe ich bei 500€ und wollte diese auszahlen. Ich habe bereits dort auszahlen können, deshalb habe ich gedacht wäre es sicher. Dann würde die Seite erneuert oder es gab ein Update, seitdem musste ich mich neu verifizieren. Ich habe alle Dokumente gesendet und es wurden immer wieder andere verrückte Dinge verlangt wie ein Selfie vor dem Monitor, auf dessen die Snatch Seite geöffnet ist und ich mein Selfie noch mit im Bild haben sollte. Das alleine ist schon ne Zumutung finde ich...seit dem ein langes hin und her. Ich erhalte seit Juli keine Mails der KYC Abteilung mehr und der Support kann nichts machen, außer seitdem immer wieder den Fall zu priorisieren, was allerdings anscheinend garnichts bringt. Seit einem halben Jahr bin ich dran 500€ auszuzahlen und bin mit meinem Latein am Ende...

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently accessible to you? Can you log in, deposit, and play?
• What is the verification status of your player's account, to your knowledge?
• Could you please share with me any recent relevant communication between you and the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas, yes I can log in and deposit and play.

The process has reached the point where it's being reviewed with high priority, but it's been months since then. As a final message, I was asked to send proof of address and confirmation that I own the bank account. I did that, and I haven't received anything since. I'll submit the email history as soon as possible.

Thanks

Hallo Tomas, ja ich kann mich einloggen und auch einzahlen und spielen.

Der Prozess ist soweit, das dieser geprüft wird mit hoher Priorität, allerdings schon seit Monaten. Als letzte Nachricht sollte ich einen Adressnachweis und eine Bestätigung, das ich Besitzer des Bankkontos bin, zusenden. Das habe ich getan und seitdem nichts neues. Die Mail Verläufe werde ich schnellstmöglich nachreichen.

Danke

Dear ZeroDown24 and Casino Guru,

We have made an inquiry to the KYC department regarding the status of the player's verification. The department noted that they had issues sending emails to the player's domain due to blocking by the host. However, they have deemed that already provided documentation is sufficient to expedite and finish player's verification at this stage.

Respectfully,

Snatch Casino Representative.

Dear ZeroDown24 and Casino Guru,

To provide an update in the ongoing matter, the financial department has received a withdrawal request from the player and successfully processed it earlier today. At the moment, no pending withdrawal requests remain.

Respectfully,

Snatch Casino Representative.

That's the case...I was suddenly able to request a payout yesterday, after my complaint was received here. I've done that now, and I'm curious to see if everything goes smoothly. It's strange that the documents are now sufficient to fully verify me. I've also received emails, but only very rarely and constantly requesting new documents. 🙄 Anyway, I hope everything's sorted out for you and the payout is approved.

Many thanks to CasinoGuru and thanks to the Snatch Casino representative for their quick action. Thank you.

Das ist der Fall...ich konnte gestern auf einmal, nachdem hier die Beschwerde aufgenommen wurde, die Auszahlung beantragen. Das habe ich nun getan und bin gespannt, ob alles ohne Probleme klappt. Schon komisch, das die Dokumente nun doch ausreichen um mich vollständig zu verifizieren. Zudem habe ich ja Mails erhalten, aber eben nur sehr selten und ständig mit neuen Anforderungen von neuen Dokumenten 🙄 Naja ich hoffe dir ist alles erledigt und die Auszahlung wird genehmigt.

Vielen Dank an CasinoGuru und danke an den Vertreter von Snatch Casino für das schnelle Handeln. Dankeschön

The payout was processed quickly, and that's it for me. It may have been an oversight and an isolated incident, but waiting almost half a year for a payout isn't pleasant at all. That makes it all the more wonderful to get help from CasinoGuru, and as you can see, it all happens very quickly. Many thanks to Casino Guru, and that's it for me. 👍🏼

Die Auszahlung hat rasant funktioniert und damit ist für mich alles erledigt. Kann sei, dass es ein Versehen und Einzelfall war, aber fast ein halbes Jahr auf eine Auszahlung warten ist garnicht schön. Umso toller ist es, Hilfe von CasinoGuru zu bekommen und wie man sieht, geht es dann sehr schnell auf einmal. Vielen Dank an Casino Guru und somit ist für mich das Thema erledigt 👍🏼

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ZeroDown24,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas