Snatch Casino - El jugador cree que el reintegro se ha retrasado.

I requested a payout on April 7, 2025, but it hasn't been paid out yet. I've contacted support several times and received only excuses but no payout.

Habe am 07.04.2025 eine Auszahlung beantragt die bis jetzt nicht ausbezahlt ist . Mehrfach habe ich den Support angeschrieben und nur ausreden bekommen aber keine Auszahlung.

Dear michaus,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear michaus,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, thank you for looking into this matter. Unfortunately, nothing has happened. No money has been paid out, nor has it been credited to my game account. Support didn't respond to my last email either.

Hallo, vielen Dank das sie sich der Sache an nehmen , nein leider hat sich nix getan, Geld ist nicht ausgezahlt worden und auch nicht meinem Spiel Konto gutgeschrieben . Auf meine letzt email hat der Support auch nicht geantwortet.

Thank you michaus for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear michaus,

My name is Jana 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello, the amount was credited back to my gaming account today. I'll try a withdrawal again now and will let you know if it arrives or not. Thank you for your help.

Best regards

Michau

Hallo, heute wurde der Betrag meinem Spielkonto wieder gutgeschrieben. Ich versuche jetzt nochmal eine Auszahlung und werde euch berichten wenn es ankommt oder auch nicht. Vielen Dank für eure Hilfe.

Mit freundlichen Grüßen

Michau

Hello, I have received my payout.

Thank you and the case can be closed.

Sincerely,

Michau

Hallo, meine Auszahlung ist bei mir angekommen .

Vielen Dank und der Fall kann geschlossen werden.

Mit freundlichen Gruß

Michau

Dear michaus,

We're glad to hear that your issue has been resolved. We'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,

Jana

Casino.Guru