Snatch Casino - Povlačenje igrača je odloženo zbog zastoja u kazinu.

Hello,

The casino has been offline for a few days. Withdrawal requests are not being processed, and support is no longer available.

Hallo,

das Casino ist seit einigen Tagen offline. Auszahlungsanträge werden nicht bearbeitet und der Support ist nicht mehr zu erreichen.

Dear Mask1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. I've tried to access the casino's website and it works perfectly fine. Could you please provide more details regarding the issue with accessing the website? Do you see any error messages or pop-ups?

Furthermore, I see that you requested all withdrawals just a few days ago. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Hello,

The casino has relaunched and is now located on a different website with a new design. Unfortunately, the casino didn't inform me of this. I was able to log in to the new site using my details, but all withdrawal requests were deleted. I then submitted new withdrawal requests, and these were also canceled. Now I just get a notification that my previous bets are being reviewed for fairness. Unfortunately, this is all very suspicious, and I get the impression that the casino doesn't want to pay out. Before the change of operator, there were never any problems with withdrawals.

Hallo,

das Casino hat einen relaunch vorgenommen und ist nun unter einer anderen Webseite und neuem Design zu finden. Das hatte mir das Casino leider nicht mitgeteilt. Ich konnte mich auf der neuen Seite mit meinen Daten auch anmelden, allerdings sind alle Auszahlungsanträge gelöscht worden. Ich habe daraufhin neue Auszahlungsanträge eingereicht, diese wurden ebenfalls storniert. Jetzt bekomme ich nur noch einen Hinweis, dass meine vorherigen Einsätze auf Fairness überprüft werden. Das ist leider alles sehr verdächtig und ich habe den Eindruck, dass das Casino nicht auszahlen möchte. Vor dem Wechsel des Betreibers gab es nie Probleme mit den Auszahlungen.

Thank you for your reply, Mask1. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hello,

I have already successfully made withdrawals. The KYC verification

Hallo,

ich habe bereits erfolgreich Abhebungen ausgeführt. Die KYC Überprüfung

Hello,

I have already successfully made withdrawals. The KYC verification is complete, and I've been confirmed that no further documents are required. I have never claimed a bonus.

Hallo,

ich habe bereits erfolgreich Abhebungen ausgeführt. Die KYC Überprüfung ist abgeschlossen und es wurde mir bestätigt, dass keine weiteren Dokumente erforderlich sind. Ich habe nie einen Bonus beansprucht.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

I tried to contact the casino via the registered address Nobody answered me here. However, since I continue to receive promotional emails from the address I have written to this address. I have forwarded the mail traffic with this address to .

Hallo,

ich habe versucht, das Casino über die hinterlegte Adresse support@snatchcasino.io zu erreichen. Hier hat mir niemand geantwortet. Da ich allerdings weiterhin Promotion mails von der Adresse vip@snatchcasino.com bekomme, habe ich diese Adresse angeschrieben. Den Mail Verkehr mit dieser Adresse habe ich weitergeleitet an kristina.s@casino.guru.

Thank you very much, Mask1, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) 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.

Dear Mask1,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mask1 and Mirka,

I hope this message finds you well.

We would like to kindly inform you that the mentioned session is currently under review by the game provider. Please note that the provider’s verification process may take up to 14 days to complete.

We sincerely appreciate your patience and understanding during this time. Rest assured, we will keep you informed of any updates as soon as we receive them.

If you have any further questions or need assistance in the meantime, please do not hesitate to reach out to us.

Respectfullly,

Snatch Casino Representative

Hello,

I would like to kindly point out that the verification process has now been going on for four weeks. The casino continues to accept deposits and encourages players to play with bonuses. However, withdrawals are not possible.

Hallo,

ich möchte freundlich darauf verweisen, dass der Überprüfungsprozess mittlerweile seit vier Wochen andauert. Das Casino erlaubt weiterhin Einzahlungen und animiert mit Boni zum Spielen. Aber eine Auszahlung ist nicht möglich.

Dear Snatch Casino,

Would you be able to provide any update regarding the review process?

Dear Mask1 and Mirka,

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.

Pespectfully,

Snatch Casino Representative

Dear Mask1,

Could you please confirm, if it is now possible for you to withdraw money from your player account?

It was actually possible to request a withdrawal. I did so immediately and waited for it to be processed. Unfortunately, the withdrawal request was canceled again. This time, the reason given was a necessary KYC verification. I immediately submitted all documents and will report on further developments.

Es war tatsächlich möglich, eine Auszahlung zu veranlassen. Dies habe ich sofort getan und auf die Durchführung gewartet. Leider wurde die Auszahlungsanfrage wieder storniert. Diesmal wurde eine notwendige KYC Überprüfung als Grund genannt. Ich habe unmittelbar alle Unterlagen eingereicht und werde über die weiteren Ereignisse berichten.

Thank you for the update, Mask1.

Please notify me about the development of your verification process.

Thank you.

Unfortunately, I'm still waiting for my payout. It's already taken them over a week to verify my passport.

Leider warte ich weiter auf meine Auszahlung. Sie benötigen jetzt schon wieder über eine Woche, um meinen Pass zu verifizieren.

Dear Snatch Casino,

Could you please clarify, if there are any problems with the player's verification documents?

Thank you.

Dear Mask1 and Mirka,

Thank you very much for providing your documents. At the moment, our KYC team is carefully reviewing the information you've submitted.

We truly appreciate your patience and understanding during this standard verification process. Please rest assured that we are doing our best to complete it as promptly as possible. If anything further is needed, we’ll be sure to let you know right away.

Should you have any questions in the meantime, don’t hesitate to reach out - we’re here for you!

Respectfully,

Snatch Casino Representative

Thank you for the update, Snatch Casino.

Dear Mask1,

Please notify me, when you will be able to progress in your verification process.

Unfortunately, no response from the casino yet. It's been another 16 days since I resubmitted my ID.

Leider keine Reaktion des Casinos bisher. Es sind jetzt weitere 16 Tage vergangen, seitdem ich meinen Ausweis erneut eingereicht habe.

Dear Snatch Casino,

Would you be able to specify, when the player can expect the result of the KYC process?

Thank you.

Dear Mask1 and Mirka,

We have forwarded all the information to our KYC department.

Please rest assured that we will do our best to speed up the process as much as possible. Your patience and understanding during this time are truly appreciated.

Respectfully,

Snatch Casino Representative

How long can the casino actually delay processing before it's considered a payment default? It's now very obvious that the casino is refusing to process payments. 23 days to verify ID? There are numerous lawsuits with the same content. Hopefully, each case will soon lead to a downgrade of the casino. 8.9/10 suggests this is a reputable company. That's definitely no longer the case.

Wie lange kann das Casino eigentlich die Bearbeitung verzögern, bis es als Zahlungsausfall gewertet wird? Es ist doch jetzt sehr offensichtlich, dass sich das Casino weigert, Zahlungen vorzunehmen. 23 Tage um einen Ausweis zu verifizieren? Es gibt ja zahlreiche Klagen mit dem selben Inhalt. Hoffentlich führt jeder Fall bald zu einer Zurückstufung des Casinos. 8,9/10 Punken suggerieren, dass es sich um ein seriöses Unternehmen handelt. Das ist definitiv nicht mehr der Fall.

Dear Snatch Casino,

We will be waiting for the result of the verification process.

Before the casino responds again tomorrow, within the deadline, that it will endeavor to complete the KYC process as quickly as possible, I have a question. You've emphasized several times now that your focus is on whether a casino will pay or not. What has to happen to determine that this casino won't pay? Will we still be sitting here for Christmas? Is there a time limit or not? Unfortunately, I tend to agree with the previous speaker's opinion.

Bevor das Casino morgen wieder fristgerecht antwortet, dass es sich bemühen wird, den KYC Prozess so schnell wie möglich abzuschließen, habe ich eine Frage. Ihr habt jetzt mehrmals betont, dass euer Fokus darauf liegt, ob ein Casino zahlt oder nicht. Was muss passieren, um festzustellen, dass dieses Casino nicht zahlt? Werden wir Weihnachten immer noch hier sitzen? Gibt es ein Zeitlimit oder nicht? Ich tendiere leider dazu, mich der Meinung meines Vorredners anzuschließen.

Dear Mask1 and Mirka,

Earlier today, you should have received a message from our KYC department requesting some additional documents for verification purposes.

We are currently awaiting your response.

Please be assured that once the requested documents are received, we will prioritize the processing of your verification as quickly as possible.

Thank you for your cooperation.

Respectfully,

Snatch Casino Representative

The casino now requires the following document: a selfie with the ID in hand in front of the casino website. After more than a month, they realized that the ID isn't enough. I submitted the requested document anyway. I sent the email to This way, Casino Guru can immediately see that the submitted documents are complete. Needless to say, I find it increasingly harassing how long honest people and customers are kept waiting here.

Das Casino verlangt nun folgendes Dokument: ein Selfie mit dem Ausweis in der Hand vor der Webseite des Casinos. Nach über einem Monat fällt ihnen also ein, dass der Ausweis nicht reicht. Ich habe trotzdem das gewünschte Dokument eingereicht. Die E-Mail habe ich an miroslava.d@casino.guru weitergeleitet. So kann Casino Guru sofort sehen, dass die eingereichten Dokumente vollständig sind. Ich muss nicht betonen, dass ich es immer mehr als reine Schikane empfinde, wie lange hier ehrliche Menschen und Kunden hingehalten werden.

Dear Mask1,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Could you please confirm, if your selfies have been accepted?

I'm still waiting for confirmation of the verification. So far, there's been no response from the casino.

Ich warte weiter auf die Bestätigung der Verifizierung. Bis jetzt gibt es mal wieder keine Reakton des Casinos.

I'm still waiting for confirmation of the verification. So far, there's been no response from the casino.

Ich warte weiter auf die Bestätigung der Verifizierung. Bis jetzt gibt es mal wieder keine Reaktion des Casinos.

Dear Mask1,

Have you received any update from the casino since your last message?

Hello,

I have no news to report and am still waiting for my balance to be paid out.

Hallo,

ich habe keine Neuigkeiten zu berichten und warte weiter auf die Auszahlung meines Guthabens.

Dear Snatch Casino,

Could you please clarify, when the player can expect to receive the results of the verification process, and request withdrawals?

Dear Mask1 and Mirka,

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

Hello,

I haven't received an email with further KYC requirements yet. I haven't received a letter either. It's very shameful how the payout continues to be delayed.

Hallo,

ich habe bis jetzt keine E-Mail mit weiteren KYC Anforderungen erhalten. Auch ein Brief ist nicht angekommen. Es ist sehr beschämend, wie die Auszahlung immer weiter verzögert wird.

I still haven't received an email. You're simply lying. What needs to happen to mark the complaint as unresolved and lower the security rating?

ich habe immer noch keine E-Mail erhalten. Sie lügen einfach. Was muss passieren, um die Beschwerde als ungelöst zu markieren und den Sicherheitsindex nach unten zu korrigieren?

Dear Snatch Casino,

Please forward me the email, that has been sent to the player to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

We will forward the email we have sent to the Dear Mask1.

We’ve also re-sent the message to ensure it reaches him, and we truly hope it has now been successfully delivered.

Respectfully,

Snatch Casino Representative

Hello,

I still haven't received an email. How bold a lie can you be?

Hallo,

ich habe immer noch keine E-Mail erhalten. Wie dreist kann man eigentlich lügen?

Hello Mirka,

It would be progress if they requested proof that the casino sent me an email. They didn't.

Hallo Mirka,

es wäre ein Fortschritt wenn ein Beweis angefordert würde, dass das Casino eine E-Mail an mich geschickt hat. Das haben sie nicht.

Dear Mask1,

I've received screenshots confirming, emails from the KYC team were sent to you on June 16th, and June 24th, requesting photos of front and back of your credit card used for deposits, with 4 first and 4 last numbers visible, and CVV hidden.

Please check your emails from the mentioned dates, and notify me, when you provide the casino with the requested photos.

Hello,

I did NOT receive this email, not even in my spam folder. I would like to see these screenshots, because then they are not authentic. I will immediately submit the requested document and forward the email to Casinoguru.

Hallo,

ich habe diese E-Mail NICHT erhalten, auch nicht im spam Ordner. Diese Screenshots möchte ich gerne sehen, denn dann sind diese nicht authentisch. Ich werde umgehend das angeforderte Dokument einreichen und die Mail an Casinoguru weiterleiten.

Dear Snatch Casino,

Could you please confirm, you have received and reviewed the player's photos?

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

The casino requested the back of the credit card again because the CVC numbers weren't covered. I immediately submitted this document and forwarded the email to Casinoguru.

Das Casino hat nochmals die Rückseite der Kreditkarte angefordert, da die CVC Ziffern nicht verdeckt waren. Ich habe dieses Dokument umgehend eingereicht und die Mail an Casinoguru weitergeleitet.

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.

Dear Mask1 and Casino Guru,

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

Respectfully,

Snatch Casino Representative

Dear Mask1,

Please notify me, when you will be able to request a withdrawal.

Thank you.

I actually received a payment of €1,000 today. This means I still have €1,600 outstanding. I'll keep you updated.

Ich habe heute tatsächlich eine Zahlung in Höhe von 1000 Euro erhalten. Es stehen somit noch 1600 Euro aus. Ich werde weiter berichten.

Dear Mask1,

Have you received any following withdrawals?

Hello,

I have received a second payment of 1,000 euros. The final payment of 600 euros is still outstanding.

Hallo,

ich habe eine zweite Zahlung über 1000 Euro erhalten. Es fehlt jetzt noch die finale Zahlung von 600 Euro.

Unfortunately, I'm still waiting for the last 600 euros. Support says there are technical difficulties with bank withdrawals. Unfortunately, this means the resolution of the case is dragging on even further. Now, new excuses are coming up to avoid paying out any more.

Leider warte ich weiter auf die letzten 600 Euro. Der support sagt, es gibt technische Schwierigkeiten bei Bankauszahlungen. Leider zieht sich die Lösung des Falles somit weiter hinaus. Jetzt kommen neue Ausreden, um nicht weiter auszahlen zu müssen.

Dear Snatch Casino,

Could you please specify, if there is something that can be done to speed up the withdrawal process?

Thank you.

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

Dear Mask1,

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,

Mirka