Snatch Casino - Die Rücknahme des Spielers hat sich verzögert.

Good morning ,

I've been waiting for withdrawals from snatch since May 6 . I contacted the live chat, who told me to contact the finance department by email, but I haven't received any response from them in four days.

It bothers me to file a complaint because I play a lot and I love snatch, but it's been over 13 days without processing a withdrawal, especially since they were only paying out $500 withdrawals per day on weekdays. So now, if I also have to wait more than two weeks for each $500 withdrawal, I'm screwed. It would take me over a year to withdraw my entire balance. Very disappointed in them.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Could you please confirm that you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play? Were they slots, live casino games, or sports betting?

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

Best regards

Veronika

Good morning,

Yes, the documents have been validated for several months.

I have already made withdrawals from them.

And I don't even know if I had deposited with a bonus or not

i have play only slot

Dear FiLouYe and Casino Guru,

Upon additional investigation, we can confirm that the player has placed their funds for withdrawal on May 6th. As a part of anti-fraud measures, an automated inquiry may be made with relevant parties during the processing of withdrawals. Upon one of those requests, a provider has flagged the player license-wide due to potentially suspicious activity. This has triggered a provider check, which temporarily freezes withdrawals while the provider checks the player's activity to verify no foul play.

Unfortunately, due to a technical error, a message for this action was not displayed correctly for the player, which did not provide a reasoning to the player, for which we deeply apologize. The issue was addressed by the technical department and overlay should now properly display for all players with the relevant status.

Usually, the check lasts anywhere up to 14 business days, with precise timeline depending on the provider itself. The provider has informed us today that the check has been completed successfully and the player's account has been fully cleared by their anti-fraud department. As such, the restrictions have now been lifted and the withdrawals will now be processed as normal.

Respectfully,

Snatch Casino Representative.

Dear Snatch Casino Representative,

Thank you for your response and for clarifying the situation regarding the player’s account. We are glad to hear that the account has been unlocked and that withdrawals will be processed in line with your Terms and Conditions.

Dear FiLouYe,

Could you please confirm whether you have received any payments from the casino since your last update?

Additionally, could you clarify how many withdrawal requests are currently pending in your account?

If possible, we would also appreciate it if you could provide a screenshot of your withdrawal history for verification purposes.

Thank you for your cooperation and time.

Dear FiLouYe,

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.

Hello I received almost all my withdrawals thank you again guru!!!

Hello FiLouYe,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, I will close my complaint because the caisno paid most of the withdrawals if I ever have a problem with the last withdrawals I would make a complaint again. Thank you guru 🙂

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FiLouYe,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika