Snatch Casino - プレイヤーの撤退が遅れています。

They are making it impossible for me t withdraw my winnings from June. They asked for a selfie which I have sent them multiple times already but they keep declining it. Every condition they ask me is clearly met in my latest selfies and I don't know at all what I should do differently. Generally, they are not giving me any information and simply blocking my withdrawals.

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Dear luggef3, 

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

• Have you made any successful withdrawals before?  
• Could you please elaborate on the issue you are experiencing with your selfie image?
• Could you please clarify when exactly you requested the withdrawal? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Dear luggef3 and Casino Guru,

Thank you for bringing player's concern to our attention. Upon an inquiry with the KYC department, unfortunately, the player sent the same photo multiple times, which has already been rejected upon first submission by the KYC department.

The KYC team has sent the detailed instructions to the player for the resubmission, after first and subsequent attempts: "Please provide your photo with your ID document in hand in front of our website in better quality as the information on your document should be clearly readable and your face should be fully seen."

Respectfully,

Snatch Casino Representative.

Dear luggef3,

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.

I had already submitted two selfies to the casino, both of which met all the criteria 100%. The ID was clearly legible and my face was fully visible; no reason was ever given for their rejection. Nevertheless, I just submitted a third selfie...

Ich hatte dem Casino bereits zwei Selfies vorgelegt, welche beide zu 100% alle Kriterien erfüllt haben. Der Ausweis ist komplett deutlich zu lesen und mein Gesicht ist vollständig zu sehen, es wurde nie ein Grund genannt warum diese abgelehnt wurden. Nichtsdestotrotz habe ich gerade ein drittes Selfie eingereicht....

Dear luggef3 and Casino Guru,

Unfortunately, the new selfie provided by the player still does not meet the readability criteria. We ask the player to provide a screenshot where all information on the ID is clearly readable.

Respectfully,

Snatch Casino Representative.

I just sent a fourth selfie and made sure everything was legible. I'm uploading it here so you at Casino Guru can see it too.

Ich habe gerade einviertes Selfie gesendet und extra darauf geachtet, dass alles lesbar ist. Ich lade es hier auch hoch damit ihr von Casino Guru es auch sehen könnt.

Dear luggef3 and Casino Guru,

The KYC department was able to obtain a readable image from the player as per the request. Currently, KYC department has sent a request for additional documentation. We kindly urge the player to check their inbox and provide information as soon as possible.

Respectfully,

Snatch Casino Representative.

I have provided the documents

Ich habe die Unterlagen zur Verfügung gestellt

Dear luggef3,

thank you for your messages and updates.

Dear Snatch Casino,

have you received the requested documents?

Is there anything else you may require from luggef3?

Looking forward to your reply,

Katarina

Dear luggef3 and Casino Guru,

The requested information has been received by the KYC department and the review was completed earlier today. As such, player's account was verified successfully earlier today. We thank the player for their cooperation!

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino,

thank you for your reply and cooperation.

Dear luggef3,

could you please confirm whether you have full access to your account?

Dear Katarina,

Although I was able to request a payout, I haven't received anything yet.

Liebe Katarina,

Ich konnte zwar jetzt eine Auszahlung beantragen, allerdings habe ich noch nichts erhalten.

Dear luggef3 and Casino Guru,

The withdrawal request from October 17th was processed successfully by the team earlier. At the moment, one more pending withdrawal remains, initiated on October 20th.

Respectfully,

Snatch Casino Representative.

I have not received the payment from the 17th.

Ich habe die Auszahlung vom 17. nicht erhalten.

Dear Snatch Casino,

thank you for the update.

Dear luggef3,

thank you for the update.

Could you please share your bank account statement from the date of your withdrawal request to today's date, please?

Kindly forward it to my email [email protected].

Looking froward to your reply,

Katarina

Update: The second payout of $1000 was processed last night. I received it immediately. I still haven't received my first payout of $1000.

Update: Gestern Nacht wurde die zweite Auszahlung von $1000 durchgeführt. Ich habe diese auch direkt erhalten. Meine erste Auszahlung von $1000 habe ich immer noch nicht erhalten.

Dear luggef3,

thank you for the update.

Dear Snatch Casino,

has this withdrawal request been processed, please?

Dear luggef3,

Our IT team has reviewed your case and can confirm that the display of your first withdrawal of 1000 USDT is incorrect and you have not received the funds. Our finance department will credit 1,000 USDT to your balance.

Thank you for your patience and understanding.

Respectfully,

Snatch Casino Representative.

Thank you for the update, Snatch Casino.

Dear luggef3,

could you please advise if you have received the payment?

Looking forward to your reply,

Katarina

Dear Katarina,

I have now received all payments. Thank you so much for your great help!

Liebe Katarina,

Ich hbe jetzt ale Zahlungen erhalten. Vielen Dank für die tolle Hilfe!

Dear luggef3,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru