Snatch Casino - プレイヤーの出金が遅れている。

I have requested a refund at Snatch Casino, but no refund has been issued. Even if I inquire by e-mail, I do not receive any reply. It says it holds a Curacao Gaming license, so I trusted it, but I've been scammed. I would like a recommendation from a gaming regulator for the casino. The displayed license number.

Validation screen does not update with error status. The chat function also does not work properly. I have emailed the casino many times and attached the KYC documents, but have received no response.

8048/JAZ2019-049

Curacao Commercial Register No. 151002

Altacore NV operates SnatchCasino.com.

This is the text displayed on the casino site.

『About our project: Altacore NV, registered in Curacao under the Curacao Commercial Register No. 151002 and registered at Dr Henri Fergusonweg 1, Gaito, Curacao, licensed by Antillephone N.V. License Validator, operates SnatchCasino.com.

Curacao has officially licensed SnatchCasino.com to provide online gambling services. 8048/JAZ2019-049 is the license number.』

I kindly thank you. please help me.

Dear pecochii7878,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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,
Complaints Resolution Center

Dear pecochii7878,

Have you received your withdrawal from the casino yet?

Dear pecochii7878,

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.

No refunds will be given. KYC has submitted normal documents, but it cannot be authenticated. This casino is a complete scam. There was an offer for free spins. No winnings are added to the free spins game. I wonder why a license is issued to such a fraudulent casino. The licensing agency is also questionable.

Thank you for your reply, pecochii7878. Could you please clarify why you requested a refund? Did the casino explain what was wrong with your documents and why they have not been approved?

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.

Dear pecochii7878,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.