Snatch Casino - El retiro del jugador se retrasa debido a los requisitos de KYC.

Hello, I played with my real money and won, and I met the required wagering requirements. Now I wanted to request a withdrawal of €300, but this was constantly rejected. Now the cashier says I have to complete a KYC, otherwise I can't request a withdrawal. I sent all the documents to the casino months ago but haven't received a response. Support isn't responding either, and I still can't withdraw the money. I'm asking for help and a response from Snatch Casino.

thank you kind regards

Hallo, ich habe mit meinem Echtgeld gespielt und gewonnen und habe die erforderliche umsatzbedingung erfüllt, Nun wollte ich eine auszahlung in höhe von 300€ beantragen diese wurde aber ständig abgelehnt, jetzt steht in der Kasse das ich eine KYC machen soll ,sonst kann ich keine auszahlung beantragen.Ich habe alle dokumente an das Casino gesendet vor monaten aber noch keine antwort erhalten der support antwortet mir auch nicht und ich kann das geld immer noch nicht auszahlen.ich bitte um hilfe und um antwort von snatch casino

danke mit freundlichen grüßen

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I did everything back then and was activated, what do you need?!

Please edit and activate

Thanks

Habe ich damals alles gemacht und war Freigeschalten , was benötigen sie ?!

Bitte um Bearbeitund uind Freischaltung

Danke

Please activate

Bitte Um Freischaltung

Thank you very much for your reply. Could you 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.

Thank you, I have sent you an email

Danke ich habe ihnen eine email gesendet

Thank you very much for your cooperation. 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 player,

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

Dear emuotze8 and Casino Guru,

We kindly inform you that the KYC department has requested a certain document from the player, but our specialists have not received it yet. We kindly ask the player to check the inbox and send the necessary documents for successful verification. We hope for your understanding!

Kind regards,

Snatch Casino Representative

Dear player,

Could you please confirm, if you have received the instructions, and have been able to submit the documents according to them?

Thank you.

Hello everyone, I checked my emails again and couldn't find any emails from Snacht Casino. Could you please tell me the date the email was sent? Could you please resend this request? Why isn't support responding to my emails?

Best regards

Hallo an alle beteiligten ich habe meine emails nocheinmal gecheckt und konnte keine email von Snacht casino finden .Könnten sie mir bitte sagen ab welche datum die email gesendet wurden ist ? Können sie mir bitte nocheinmal diese anforderung zusenden? Warum antortet der Support mir nicht auf meine emails ?

mit freundlichen grüßen

Dear Snatch Casino,

Would you be able to send the email to player again?

Dear emuotze8 and Casino Guru,

We would like to inform you that our KYC department confirmed they had sent an email requesting the necessary documents for verification on August 4th.

Additionally, the same message was resent earlier today, on August 19th. We kindly ask the player to check their inbox, particularly the ongoing email thread.

Thank you for your attention and understanding!

Kind regards,

Snatch Casino Representative

Dear player,

Have you received the mentioned email, and have you been able to act on the requests?

That's not possible. No, neither in the past nor in the last few days?! That can't be true! Please finally provide a final edit and update on the current status!

Thanks

Best regards

Das gibt es nicht. Nein weeder in der Vergangenheit oder in den letzten Tagen ?! Kann doch nicht sein ! Bitte endlich um finale Bearbeitung und Stand der Dinge !

Danke

Mit freundlichen Grüßen

Dear Snatch Casino,

Please re-send the mentioned email to the player, and send me a copy to miroslava.d@casino.guru.

Thank you.

Dear player,

I've received email from the casino confirming, your photo with an ID in front of the casino website in good quality needs to be submitted.

Could you provide the casino with the requested photo, and forward me the communication to miroslava.d@casino.guru.

Thank you.

Dear emuotze8,

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