Snatch Casino - プレイヤーのアカウント確認が遅れています。

My account was verified in the past. Last December, I saw that it needed to be verified again before I could withdraw any money. I emailed the KYC team on December 7, 2025, requesting to verify my account, but I haven't received a reply to this day.

I've now deposited again and won something, but I can't withdraw it because my account isn't verified.

I wrote to the live chat about this and they only told me that they were working on it, but they couldn't say how long it would take.

Mein Konto war bereits in der Vergangenheit verifiziert. Letztes Jahr im Dezember habe ich gesehen, dass es erneut verifiziert werden muss um eine Auszahlung vorzunehmen. Ich habe den KYC Team per Email am 07.12.2025 geschrieben, dass ich mein Konto verifizieren möchte, aber bis heute keine Antwort erhalten.

Jetzt habe ich erneut eingezahlt und was gewonnen und kann nicht Auszahlen weil mein Konto nicht verifiziert ist.

Ich habe dem Live Chat diesbezüglich geschrieben und dort wurde mir nur gesagt es wird daran gearbeitet, aber man könne keine Zeit sagen, wie lange es dauert.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Skorp,

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,
Tomas
Casino.Guru