Snatch Casino - プレイヤーの撤退が遅れています。

i requested a withdrawal of €3,400 from SnatchCasino on May 12, 2025. Since then, the withdrawal has remained pending, and the casino has not processed it.

At first, they claimed that the game provider needed to "review" the win. Later, they asked me to provide verification documents. I fully cooperated and submitted everything they requested:

Driver’s license on June 4, 2025

Selfie with the ID on June 12, 2025

Previously, I had already submitted banking information and account statements.

After submitting the documents, I was temporarily locked out of my account for a few hours, but I regained access on June 4. However, the withdrawal is still pending and no communication has been received since then.

I also informed the casino on June 2 that I filed a formal complaint with Curaçao eGaming (license authority) on May 31, 2025, due to the unacceptable delay and lack of transparency.

To this day (June 16, 2025), I have not received my withdrawal or any meaningful updates, despite fully complying with all verification requirements. I ask Casino Guru to assist in resolving this case.

Dear nuresa, 

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 share a screenshot of your withdrawal request?
• Could you please confirm whether you have passed the KYC verification or if you haven't received any feedback from the casino? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia

Thanks for the quick reply.

Yes, I have already paid out winnings before, even in the higher range (sometimes 500, sometimes 1,000)

I can't request a withdrawal on the website, so I don't have a screenshot of it. However, I'm attaching a screenshot of the message that appears when I try to make a withdrawal, and a screenshot of the canceled withdrawal. The withdrawals have been canceled several times.

I still haven't received any feedback regarding the KYC verification. I always get a standard response saying I still have to wait.

I have accumulated the winnings without bonuses

Thanks for the help.

Best regards

Sarah

Hallo Natalia

Danke für die schnelle Antwort.

Ja, ich habe vorher schon Gewinne auszahlen lassen auch im höheren Bereich (mal 500, mal 1'000)

Ich kann keine Auszahlungsanforderung auf der Webseite machen, deswegen habe ich keinen Screenshot davon. Anbei schicke ich ihnen aber einen Screenshot der Mitteilung die erscheint, wenn ich eine Auszahlung machen will. Und einen Screenshot der stornierten Auszahlung. Die Auszahlungen wurden mehrmals storniert.

Ich habe noch immer keine Rückmeldung wegen der KYC-Verifizierung erhalten. Ich erhalte jedes mal nur eine "Standartantwort" Dass ich noch warten muss.

Ich habe die Gewinne ohne Boni angesammelt

Danke für die Hilfe.

Liebe Grüsse

Sara

Thank you very much for your reply, nuresa. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello Natalia

I've forwarded the emails to your email address. I've also sent several emails asking about the status, but I've never received a response. In live support, I always just get the response that it may take a few days for the verification to be completed. However, the verification process is already taking two weeks, and before that, I waited three weeks for the game provider verification.

The documents are not requested all at once, but they always wait until I get in touch and then a new document is requested.

Thanks for your help.

Best regards

Sarah

Hallo Natalia

Ich habe dir die Mails auf deine E-Mail weitergeleitet. Es gibt noch Mails von mir, bei denen ich nach dem Stand nachgefragt habe, aber nie eine Rückmeldung erhalten habe. Im Live-Support erhalte ich auch immer nur die Antwort, dass es einige Tage dauern kann, bis die Verifizierung abgeschlossen ist. Der Verifizerungsprozess dauert jetzt aber schon 2 Wochen und vorher habe ich drei Wochen wegen der Spielanbieterüberprüfung gewartet.

Die Dokumente werden nicht alle auf einmal verlangt, sondern es wird immer gewartet, bis ich mich melde und dann wird wieder ein neues Dokument verlangt.

Danke für deine Hilfe.

Liebe Grüsse

Sara

Thank you very much, nuresa, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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 nuresa,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Snatch Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Snatch Casino Team,

The player has brought to my attention that, after two weeks of waiting for her ID verification to be completed, she received a request from your side asking for a higher quality photo of the document.

While we fully understand the importance of clear documentation for compliance and security reasons, from the player's perspective, this extended delay followed by a late request understandably feels frustrating and unfair.

We kindly ask that you prioritize and expedite the verification process from this point forward, so the player can receive a resolution as soon as possible. Your cooperation in helping move things along would be greatly appreciated.

Thank you in advance for your support.

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

Dear Snatch Casino,

please let us know the outcome of the review.

Thank you very much

Dear Snatch Team, it seems that you have been having some technical issues in the casino and the player was not able to log in.

I believe this will be fixed very soon. In the meantime, Has there been any update on the review? Please let us know.

Thank you

Dear 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 nuresa and Casino Guru,

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

Respectfully,

Snatch Casino Representative

Great! Thank you for the update!

Dear nuresa,

can you please confirm?

Dear nuresa,

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.

Yes, I was able to withdraw part of it and it has arrived in my account.

You can close the complaint.

Ja, ich konnte einen Teil bereits auszahlen und es ist auf meinem Konto angekommen.

Sie können die Beschwerde schliessen.

Dear nuresa

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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,

Martina Bennett

Casino.Guru