Snatch Casino - Proces povlačenja igrača je odložen.

Dear Support Team,

I would like to contact you regarding an ongoing issue with my withdrawal. My account is fully registered and verified, and there were no issues with my last withdrawal.

Currently, however, the withdrawal function is either grayed out or an error message appears stating that the gaming provider is reviewing my previous bets for fairness. According to your chat, this process should take a maximum of two weeks – but now I'm waiting significantly longer, without anything changing or any clear information being given to me.

Sehr geehrtes Support-Team,

ich möchte mich bezüglich eines anhaltenden Problems mit meiner Auszahlung melden. Mein Konto ist vollständig registriert und verifiziert, und bei der letzten Auszahlung gab es keinerlei Schwierigkeiten.

Aktuell ist die Auszahlungsfunktion jedoch entweder ausgegraut oder es erscheint eine Fehlermeldung mit dem Hinweis, dass meine vorherigen Einsätze vom Spielanbieter auf Fairness überprüft werden. Laut Auskunft Ihres Chats sollte dieser Vorgang maximal zwei Wochen dauern – inzwischen warte ich jedoch deutlich länger, ohne dass sich etwas ändert oder mir eine klare Auskunft gegeben wird.

Dear Imbaa999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please clarify the following points?

• What game or event is being investigated by the casino?
• Did you accumulate your most recent winnings with or without a bonus?
• When was the last time you communicated with customer support regarding the review of your gameplay?
• 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

Thanks for the reply. Apparently, the game is "verified for fairness." I played a deposit bonus that I received via email. Support only responds via chat, and the last time was a few days ago.

Danke für die Antwort, angeblich wird das Spiel auf ,,Fairness überprüft‘‘. Ich hatte einen Einzahlungsbonus gespielt, den ich via Mail bekam. Der Support antwortet nur via Chat, dass letzte mal vor ein paar Tagen.

Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports? If possible, state the exact names of the games or events you participated in.

Could you kindly forward me the bonus offer you activated and played with? My email address is veronika.f@casino.guru.

Thank you for your patience and cooperation.

Hello Veronika, I just wanted to remind you that I sent the details via email.

Hallo Veronika, ich wollte nur nochmal daran erinnern, dass ich die Details via Mail geschickt habe.

Thank you very much, Imbaa999, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Imbaa999, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Snatch Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear Imbaa999 and Matej,

We completely understand how sensitive this situation is and want to assure you that we are doing everything possible to resolve it as quickly as we can.

At the moment, we are conducting a thorough review of the case and hope to complete it shortly. We sincerely appreciate your patience and understanding during this process.

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

The test was supposed to take two weeks. Now it's been over six weeks, and there's nothing to check. I won quickly, and that's it. This is harassment.

Angegeben waren 2 Wochen Untersuchung. Jetzt sind es über 6 Wochen, es ist auch gar nichts zu kontrollieren, ich habe schnell gewonnen und das war’s. Das ist Schikane

Thank you for the update, Snatch Casino Representative! Please, let us know as soon as possible what is the final ruling regarding the KYC verification. You can always send me any evidence or sensitive information directly via e-mail at matej.l@casino.guru, if needed.

Dear Imbaa999 and Matej,

Today you have received a letter from the KYC department requesting for additional documents. 

We are awaiting your reply.

We will ensure that they process your request as soon as possible.

Respectfully,

Snatch Casino Representative

So I didn't receive an email.

Also ich habe keine Mail erhalten.

Dear Snatch Casino Representative, does this mean you have sent a written letter by post? I certainly was not CCed into any e-mails sent to the player, only got a message from Nicky that requesting KYC before withdrawal is a standard procedure - which i know about and is completely fine with us.

Dear Imbaa999, please let me know if you have received any kind of KYC e-mail from the casino by now. If not, please double-check the address provided when setting up your casino account, as they may have sent a letter there.

Dear Imbaa999 and Matej,

Thank you for your patience, and we sincerely apologize for any inconvenience caused. We will double-check the situation to ensure everything is being handled correctly. Please rest assured that we’re doing our best to resolve this and will keep you updated as soon as we have more information.

Respectfully,

Snatch Casino Representative

Dear Matej,

Thank you for providing the requested document.

We have forwarded all the information to our KYC department.

We will ensure that they process your request as soon as possible.

Respectfully,

Snatch Casino Representative

Hello Matej, I received an email a few days ago asking me to send my passport and proof of payment. I provided these immediately. I haven't received any money yet.

Hallo Matej, ich habe vor ein paar Tagen eine Mail erhalten wo ich meinen Reisepass schicken sollte als auch Einzahlungsnachweise. Diese habe sofort erbracht. Geld habe ich noch keins erhalten.

Thank you very much for keeping me up to date, Imbaa999 , much appreciated.

Dear Snatch Casino Representative, can you please check the provided documents and let us know once the payment has been processed on your end - or if anything else needs to be done beforehand? Thank you.

Dear Imbaa999,

Thank you very much for providing the requested documents. We greatly appreciate your prompt cooperation and the time you’ve taken to complete this step.

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 Imbaa999, please let us know once the additional documents have been provided, or if there are any further issues with the KYC process. Thank you.

I've already completed the new requirements... but at some point it's enough...

Habe jetzt die neuen Anforderungen schon wieder erledigt… irgendwann ist doch jetzt aber auch mal gut …

Dear Imbaa999 and Matej,

Thank you for providing the requested document.

We would like to inform you that we are now awaiting the remaining information needed to proceed with the verification. Once all required documents are received, we will ensure that your request is processed as quickly as possible.

If you have any questions or need assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

That's nonsense. I took the selfies with the casino in the background on June 25th and I just received an email saying that the documents had been received.

it stretches like chewing gum so annoying

das ist Quatsch, ich habe am 25.06 die Selfies mit dem Casino in Hintergrund erbracht und grade kam die Mail das die Dokumente erhalten wurden.

es zieht sich wie ein Kaugummi so nervig

Since I have not been CCed into any of the e-mails, I can't confirm or deny what has been sent and whether it should be sufficient for the ongoing KYC procedure.

Dear Snatch Casino Representative, could you please let us know what documents is the casino waiting for, or if there is any other problem delaying the whole process? Thank you.

Dear Snatch 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.

Hello Matej, you are absolutely right that the verification process is being dragged out unnecessarily. Yesterday they suddenly wanted proof of electricity supply, which I of course sent immediately, like all the requested documents.

Hallo Matej, du hast völlig recht die Verifizierung wird unnötig in die Längr gezogen, gestern wollte man auf einmal einen Stromnachweis, den habe ich selbstverständlich wie alle angeforderten Dokumente sofort verschickt.

Dear Matej,

Thank you for your message and for bringing this case to our attention once again.

We fully understand your concerns and sincerely appreciate your patience and cooperation. According to the information provided by our KYC department, the player has submitted documentation; however, the documents received did not meet the required criteria. As a result, the player has been asked to provide the correct version.

We are currently awaiting the updated documents from the player. Once we receive them, we will promptly consult with our KYC team to confirm the outcome of the verification and provide you with a final update.

Thank you again for your understanding and continued support.

Respectfully,

Snatch Casino Representative

This is just ridiculous. I've completed countless verifications, and the casino can't say exactly what's missing.

Matej, I'm sending you the last conversation by email.

Also das ist einfach nur noch noch lächerlich. Ich habe nun unzählige Verifizierungen erledigt, und das Casino kann nicht genau sagen, was denn jetzt fehlt ?

Matej ich schicke dir jetzt per Mail die letzte Konversation.

Dear Imbaa999 and Casino Guru,

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

Respectfully,

Snatch Casino Representative

Thanks.

Matej, I have just submitted the withdrawal request and will get back to you.

Danke.

Matej ich habe soeben die Auszahlungsanfrage gestellt und werde mich melden.

Hello Matej,

You are absolutely right, however, I now see a possibility of getting my money back, as the casino now seems to be allowing me to withdraw, even though it was long overdue.

Hallo Matej,

Du hast vollkommen recht, allerdings sehe ich jetzt eine Möglichkeit mein Geld zu erhalten, da das Casino auch wenn es längst überfällig war, mir jetzt anscheinend erlaubt auszuzahlen.

Seems like the casino got saved by the bell :))

I was just about to close the complaint as unresolved for full amount of the black points, but since you have been able to request a withdrawal, we'll give them another chance.

Dear Imbaa999, please let me know once you receive the withdrawal, or if there are any further issues.

Dear Imbaa999 and Casino Guru,

We inform you that the funds have been successfully withdrawn.

Should you need any further information, feel free to let us know!

Respectfully,

Snatch Casino Representative

I can confirm that.

It is unbelievable that they only reacted after the complaint was marked as unresolved, it is sad.

I thank Casino Guru, and especially Veronika and Matej, for their help! It's brilliant how you help victims in these cases! Thank you so much!

Das kann ich bestätigen.

Es ist unfassbar das man erst reagiert hatte, nachdem die Beschwerde als ungelöst markiert werden würde, ist traurig.

ich danke Casino Guru und vor allem Veronika und Matej für die Hilfe! Es ist genial wie ihr den Opfern in diesen Fällen helft! Vielen lieben Dank!

I am glad to see the withdrawal being finally processed! :)

Dear Imbaa999, I will wait for you to confirm reception of the money, only then close the complaint. Just in case.

Hello Matej, the money is here!

Hallo Matej das Geld ist da !

Dear Imbaa999,

I'm happy to hear that you got the money! We'll go ahead and mark the complaint as 'resolved' in our system. If you ever encounter any issues with this or any other casino in the future, please 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, 

Matej

Casino.Guru