Snatch Casino - La cuenta del jugador ha estado restringida durante nueve meses.

I would like to file a complaint regarding my experience with SnatchCasino.io.

My account has been restricted for more than 9 months, and during this time I have repeatedly submitted all documents requested for verification. In total, I have provided documents or additional information approximately 26 times, always according to the requirements communicated by the casino.

Despite fully cooperating and providing everything requested, my account remains blocked and I am unable to withdraw my funds.

This situation has been ongoing for an extremely long time and I believe it is unreasonable and unfair for a player to wait this long for account verification and withdrawal processing. I have done everything the casino asked for and complied with all verification procedures.

Key points of the issue:

My account has been restricted for over 9 months

I have submitted verification documents around 26 times

I have fully cooperated with all KYC requests

The casino has not resolved the issue or enabled my withdrawal

My funds remain locked in the account

I am therefore asking for assistance in resolving this matter and requesting that the casino:

Complete the verification process

Unblock my account

Allow the withdrawal of my funds

I am willing to provide all communication records, screenshots, and documents if needed to support my complaint.

I hope this issue can be resolved fairly and as soon as possible.

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 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.

• Could you please specify why your account was restricted 9 months ago?
• When was the last time the casino requested any documents for the verification of your account?
• Which document did you submit most recently, and when exactly did you submit it?
• Have any of your documents been reviewed and approved by the casino's relevant department?
• What types of games did you play shortly before your account was restricted?

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

Dear F.A77,

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,
Veronika
Casino.Guru