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

The problem is that I played the bonus, After making a deposit, money was credited to me, I wanted to withdraw it, I waited almost a day and they sent me that within 14 days they will consider it, the providers will consider it, I played, honestly, I just hear about this for the first time and you would like a little clarification

Проблема заключается в следующем что я отыграл бонус,После внесения депозита мне за числились деньги я их захотел вывести прождал почти сутки и они мне присылают что в течение 14 дней они рассмотрит очень провайдеры рассмотрит играл я честно я просто первый раз об этом слышу и ты хотел бы разъяснения немножечко

Dear iladiordiev3,

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.

There is no profile verification, they told me your withdrawal was cancelled due to provider verification which will take up to 14 days. This is how they justified the withdrawal cancellation.

Там нету верификации профиля,они мне сказали ваш вывод отменён с вязи проверкой провайдера которая займёт до 14 дней.Этим они обосновали отмену вывода

Dear iladiordiev3, just to clarify — is it correct that your withdrawals are currently blocked due to a review being conducted by the provider?

Do you currently have any pending withdrawals in your casino account?

Also, could you please specify which games you were playing—were they slots, table games, live casino, or something else?

I was just playing slots,

output not available

Играл просто в слоты,

вывод не доступен

What should I do next? Every day the support keeps telling me the same thing: you have a check from the operator, so this is not normal. I want my winnings.

А что дальше мне делать?мне суппорт каждый день повторяет одно и тоже у вас проверка от оператора,так это не Нормально я хочу свои выйграныеденьги

Dear iladiordiev3, have you made any successful withdrawals before?

Could you please specify the bonus you used?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear iladiordiev3,

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.

To this day nothing has changed, they still won't let me withdraw money

По сей день нечего не поменялось,так же не дают вывести деньги

Dear iladiordiev3, kindly answer my questions above.

There were no conclusions, Well, two weeks have already passed and every day they tell me some new details, that is, one day they say they can contact the provider and they can’t, then the next day they tell me that they can contact the provider, another day they say again that they can’t contact him, well, like two weeks have already passed, like, well, they should already give at least some kind of answer because I’m delaying my payment, that’s all, I generally get the feeling that there are people sitting there and bots and they don’t give any specifics at all to answer these questions

Выводов не было,Да начит две недели уже прошло и каждый день они мне говорят какие-то новые подробности тобишь один день они говорят они с провайдерам связаться и не могут потом на следующий день они мне говорят что они с провайдерам могут связаться другой день опять говорят что они связаться с ним не могут ну как бы две недели уже прошло как бы ну они должны уже дать хоть какой-то ответ потому что задерживаю задерживают мою выплату вот и всё,Я вообще складывается такое ощущение что там люди сидят а боты и отвечать на эти вопросы ну вообще никакой конкретики не дает

Thank you very much, iladiordiev3, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 iladiordiev3,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

2 weeks is really too much, I have never heard anything like that

2 недели это уже реально перебор,я не слышал не один раз такое

As I understand it, the casino doesn’t even want to explain?

Я так понимаю казино даже не хочет объяснится?

Dear iladiordiev3 and Mirka,

We fully recognize how delicate this matter is and want to reassure you that we’re doing everything in our power to reach a resolution as swiftly as possible.

Our team is currently carrying out a detailed review of your case, and we’re hopeful it will be concluded soon. We genuinely value your patience and understanding throughout this process.

Thank you again for your continued trust and cooperation. Should you have any questions or require further support, please don’t hesitate to contact us at any time.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino,

Thank you for your reply. We will be waiting for the results of the investigation.

there is a result but now it is. They demanded verification almost a week has passed since I sent them the documents, I have been waiting for my money for 4 weeks

результат есть но теперь он. Потребовали верификацию уже прошла неделя почти с момента как я выслал им документы,4 недели я жду своих денег

Hi iladiordiev3 and Mirka,

Today you have received a letter from the KYC department requesting for additional documents. 

We are awaiting your reply.

We will ensure that they process your request as soon as possible.

Respectfully,

Snatch Casino Representative

Dear iladiordiev3,

Could you please confirm, if you have been able to provide the casino with the requested documents?

Thank you.

I will do it today, I would have one request to speed up this verification process because it has been going on for a whole month, I have not been able to remove them for a whole month

Я сегодня это сделаю,у меня была бы одна просьба ускорить этот процесс верификации потому-что это длиться уде целый месяц,я целый месяц не могу их снять

Dear iladiordiev3,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Could you please confirm, if your submitted documents have been accepted?

I sent them the day before yesterday, so I'm still waiting.

Я их отправил ещё позавчера поэтому я ещё жду

Can you understand me as a player? How much time has passed, the casino answers me once a week, is this supposedly normal? Their rating is even higher and the withdrawal is terrible, I will not be surprised if they refuse me my money, it's just some kind of nonsense

А вы можете меня понять как игрока?сколько времени уже прошло,казино мне отвечают раз в неделю,это типо нормально?У них оценка ещё большая а вывод ужастный,я не удивлюсь если они мне откажут в моих же деньгах,просто бред какой то

Dear Mirka, you can take this matter under personal control. The casino has a high rating, but almost all people complain about the withdrawal. You yourself see what is happening. This is not normal. The rating is incorrect. I am ready to even go to court to sue them. They do not want to withdraw funds. This is clearly visible.

Уважаемая мирка,вы можете взять это дело под личный контроль у казино большая оценка,но почти все люди жалуются на вывод,вы сами же видите что происходит,это не нормально,оценка не правильная,я готов Даже пойти в суд на них подать,они не хотят выводить средства это же наглядно видно

Dear Snatch Casino,

Could you please clarify, if there is something that can be done to speed up the player's verification process?

Mirka, you see for yourself that nothing is happening, the casino is a scam

Мирка вы видите сами что нечего не происходит,казино это развод

Will anyone at least answer me?

Мне хоть кто то ответит ?

Dear all,

We have checked the account, and currently, there are no funds available on the balance, and there are no active withdrawal requests at this time.

Should you need any further information, feel free to let us know.

Respectfully,

Snatch Casino Representative

Dear iladiordiev3,

Could you please confirm, that you have played down your balance to zero?

Dear iladiordiev3,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru