Snatch Casino - プレイヤーの出金リクエストが遅れています。

Around May 16, 2025, I opened an account at Snatch Casino. I made my first deposit and received a matched welcome bonus. I played only slot games and managed to win approximately $1,659. Since I had not used any of my bonus balance, I canceled the bonus and requested a withdrawal of $1,335.

At that time, there was no request for verification documents, nor does the casino platform provide a dedicated section for uploading such documents.

Two days later, on May 27, 2025, I noticed that my withdrawal request had been rejected. When I contacted live chat support, I was told the following:

"Your gaming session has been forwarded to the provider for checking. During this process, all withdrawal requests will be temporarily paused. Please be aware that the review typically takes up to 14 days, although it may occasionally take longer. We appreciate your patience and understanding during this time."

Today is June 17, 2025—more than 20 days later—and nothing has changed. I have not received any updates from the casino. They do not respond to my emails, and the live chat simply keeps telling me to wait longer.

I no longer feel safe or confident in this situation, which is why I am submitting this complaint and kindly asking for assistance in resolving the issue.

Dear lorakladno1981,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing.

To better understand your situation and help resolve your case more efficiently, could you please provide the following details:

• Did you fully wager your deposited amount before cancelling the bonus and submitting your withdrawal request?
• Did you see your real money balance and bonus balance displayed separately, or were they combined into one total balance?
• Did you receive any warnings or notifications regarding your balance shortly before cancelling the bonus?
• What types of games did you play — did you focus on a single game or try several different ones?
• When was the last time the casino contacted you?

I hope we’ll be able to assist you in resolving 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.

Yes deposit fully wagered.

There is no bonus on my account only cash.

Snatch:

Yes I think there was notification about the amount that will be canceled.

I played several slots.

Last email was on 15.06.25 :

" Dear Player,

At the moment, your game session is being checked by the provider. This is a standard procedure, which is necessary to ensure the validity of the game and to protect the interests of all participants, and that's why your withdrawals are temporarily not possible dear player.

Unfortunately, at this stage we cannot provide you with an exact time when the verification will be completed, as the provider fully regulates the process. We are monitoring the progress of the verification and will notify you as soon as it is completed, or additional data becomes available. Once the gaming session checking is completed by the gaming provider side , we will inform you via email definitely.

Thank you for your patience and understanding. If you have any questions, please do not hesitate to contact us - we are always here to help.

Kind regards,

Tommy

Snatch Support Team"

Since 27.05.25 they checking ...

Thank you very much, lorakladno1981, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Casino informed me, provider completed checking of my game session. I made withdrawal, but I am still not paid.

Dear lorakladno1981,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint from now on.

I see that you’ve already submitted a withdrawal request. At this point, it’s likely just a matter of time before the casino approves it and the funds reach your account. Please keep me updated once you receive your withdrawal.

Thank you!

Hi.

No, as they rejected my withdrawal.

After almost 2 months, they requested now documents from me. I sent documents they requested. It was ID. Will see how long will take for them to respond.

Dear lorakladno1981,

Thank you for an update.

Dear Snatch Casino,

Could you kindly provide an estimated timeframe for the completion of your review of the submitted documents, as well as for the release of the player's pending withdrawal?

Thank you in advance for your cooperation.

Dear all,

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

I am waiting almost 50 days!

Dear Snatch Casino,

I’m following up after a week to kindly inquire about the progress of your review regarding the player’s delayed withdrawal. As it has now been nearly two months since the withdrawal request was submitted, we would appreciate an update on the current status.

Could you please clarify what is still required from the player in order to proceed? Alternatively, if no further action is needed on the player's part, we would appreciate a clear timeframe for when the funds are expected to be released.

Your cooperation in resolving this matter is appreciated, and we look forward to your prompt response.

Thank you in advance.

Dear lorakladno1981 and Casino Guru,

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

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for the update and for expediting the process.

Dear lorakladno1981,

Please let me know once you’ve successfully withdrawn your funds.

Thank you.

Hello and thank you for reply.

I will now try to make withdrawal and will update you on the process.

Kind regards,

[redacted by Casino Guru]

Hello everybody. I made withdrawal of the half of my balance and was paid. Now I am waiting for the second half.

Dear lorakladno1981 and Casino Guru,

We kindly inform you that the player has successfully submitted a withdrawal request and should have received the payout.

Respectfully,

Snatch Casino Representative

After tow months of "fighting" with the casino I was fully paid.

Thank you very much Casino Guru for assisting in this matter.

Thank you Snatch casino for paying my winnings.

Best regards,

[redacted by Casino Guru]

Dear lorakladno1981,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo