Snatch Casino - El retiro del jugador se retrasa debido a un problema de verificación.

Good day.

I have a problem with Snatch Casino. Do I have to verify myself? And that's how I would get my money, €400. I've been waiting for my qualification for six weeks now. And I've already submitted everything, including photos. I took the pictures they required, but I still haven't heard from them. And we can't help with Snatch Casino either. They think they have to wait until it's verified so they can unlock it, so I can make the withdrawal. Can you help me with that? I'm attached. Pictures included.

Best regards

MH

Guten Tag.

Habe ein Problem mit Snatch-casino. Muss mich verifizieren? Und dadurch würde ich dann an mein Geld kommen. 400 EUR. Da ich jetzt aber seit 6 Wochen warte auf meine Qualifizierung. Und ich den ich schon alles eingereicht habe, in Sachen Fotos. Und Bilder, die die benötigten, habe ich gemacht aber bis jetzt von denen immer noch nichts gehört. Und Snatch casino können wir auch nicht weiterhelfen. Und meinen, dass sie selber warten müssen, bis das verifiziert ist, damit sie das Freischalten Können, damit ich die Auszahlung tätigen kann. Können sie mir da weiterhelfen?? Im Anhang. Bilder mit dabei.

Mit freundlichen Grüßen

M.H.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Dear Madson,

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.

I haven't heard anything from them yet. I'm attaching the email correspondence with KYC. Here's a brief overview: They contacted me after three weeks, suggesting I improve my photos. I did, and haven't heard from them since. I sent them up to 25 photos in the following week, a few new ones every day.

Habe bis jetzt nix gehört von denen . Schicke ihnen im Anhang den Email Verkehr mit Kyc. Kleiner Überblick. Sie hatten sich nach 3 Wochen mal gemeldet. Das ich Fotos besser machen sollte. Habe es gemacht und seit dem nix mehr von denen gehört. Habe bis zu 25 Fotos in der darauf liegenden Woche denen geschickt.jeden Tag ein paar neue,

Please forward me the documents you sent to the casino for verification that have not yet been reviewed by the relevant department at [email protected]. Kindly include any other communication that could be relevant to the investigation of your case as well. Thank you for your patience and cooperation.

That's when it all started.

Ab da ging es los

Here are a few examples of how often I contact them and ask about it. More pictures to follow.

Sind ein paar Beispiele wie oft ich die Anschreibe und nach frage. Weitere Bilder kommen.

Support is also via Snapchat, just so they can see how long I've been trying to contact them. Pictures are coming.

Support ist auch Snapchat nur damit sie sehen wie lange ich schon versuche kontakt aufzunehmen. Bilder kommen

I received an email today. And I'm starting to find myself speechless.

Habe heute eine Email bekommen. Und finde langsam keine Worte mehr.

Thank you for your response. Unfortunately, providing AI-generated photos will never allow your profile to be verified. Additionally, submitting fake documents for verification is strictly against our company policy.

As a result, we must reject your complaint, and your account will be permanently banned. Thank you for your understanding.

Best regards

Veronika