Snatch Casino - Los retiros de los jugadores se retrasan debido al proceso KYC.

Dear seanlinden,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at the casino.

In order to better understand your situation and assist you further, could you please provide answers to the following questions:

• Do I understand correctly that you currently don't have any pending withdrawals?
• What specific documents has the KYC department requested from you during this process? Do I understand correctly that you haven't received any confirmation regarding the completion of your KYC check from the casino?
• Did you accumulate your winnings with or without an active bonus?

Your cooperation in providing these details will help us investigate and work towards a resolution. It is essential for us to gather this information to effectively mediate your concerns with the casino.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good day,

correct. I have no pending withdrawals because it is blocked: "Withdrawal not possible

You must complete the verification process (KYC). Contact customer service for further assistance.

The following documents were requested (one after the other, not all at once): Transfer receipt from the deposit as PDF, ID (front and back) as PDF, selfie with the ID in hand and the Snatch website in the background, image of the bank card as PDF

The winnings were accumulated without a bonus. The bonus was canceled before withdrawal.

Best regards and thank you very much!

Guten Tag,

korrekt. Ich habe keine ausstehenden Auszahlungen, weil es gesperrt ist: "Auszahlung nicht möglich

Sie müssen das Verifizierungsverfahren (KYC) abschließen. Kontaktieren Sie den Kundenservice für weitere Unterstützung"

Es wurden folgende Dokumente angefordert (immer wieder nacheinander, nicht auf einmal): Überweisungbeleg von der Einzahlung als PDF, Ausweis (Vorder und Rückseite) als PDF, Selfie mit dem Ausweis in der Hand und der Snatch Website im Hintergrund, Bild der Bankkarte als PDF

Die Gewinne wurden ohne Bonus angesammelt. Der Bonus wurde vor der Auszahlung storniert.

Liebe Grüße und vielen Dank!

Good day,

I just received an email:

Dear Player,

So we can proceed with the verification procedure, please provide the confirmation that you are the owner of the bank account **************** from which you made transactions to our platform, thank you.

I've already provided several pictures of my bank card and bank statement, as well as a screenshot from my online banking. Everything continues to be delayed.

Guten Tag,

ich habe soeben eine E-Mail erhalten:

Dear Player,

So we can proceed with the verification procedure, please provide the confirmation that you are the owner of the bank account *************** from which you made transactions to our platform, thank you.

Ich habe bereits mehrfach Bilder meiner Bankkarte und den Kontoauszug zur Verfügung gestellt. Ebenso einen Screenshot aus dem Online Banking. Weiterhin wird alles verzögert.

Thank you very much for your reply, seanlinden. 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 for your reply. I've just forwarded all the important emails, including attachments. You can also see here that KYC support always takes forever. Unfortunately, regular support is of no help in this case.

Thank you in advance for your help!

Vielen Dank für Ihre Antwort. Ich habe soeben alle wichtigen E-Mails inkl. Anhang weitergeleitet. Hier können Sie auch sehen, dass der KYC Support immer eine Ewigkeit benötigt. Der normale Support ist leider keinerlei Hilfe in diesem Fall.

Vielen Dank für die Hilfe im Voraus!

No response from KYC. I submitted everything, and there's no response.

Keinerlei Antwort des KYC. Ich habe alles eingereicht und es wird nicht geantwortet.

Any update?

Thank you very much, seanlinden, 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.

Thank you very much. @Mirka: I haven't received a response from the KYC team via email for eight days. Support keeps saying the same thing: "We've forwarded it with priority." I've been waiting for the KYC check for eight weeks now, and since mid-March, for the ability to withdraw again.

Please involve Snatch Casino so I can finally cash out my winnings.

Vielen Dank. @Mirka: Ich habe seit 8 Tagen keine Antwort mehr seitems dem KYC Team per E-Mail erhalten. Der Support schreibt immer nur das gleiche: "Wir haben es mit Priorität weitergegeben". Insgesamt warte ich nun seit 8 Wochen auf den KYC Check und insgesamt seit Mitte März darauf, dass ich wieder auszahlen kann.

Bitte schalte das Snatch Casino mit ein, damit ich endlich meine Gewinne auszahlen kann.

Dear seanlinden,

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

It's truly unbelievable. I've already sent my bank card, which shows my name and IBAN, as well as a screenshot of my online banking, which also shows both.

Now the following was requested again:

"You need to send a confirmation of ownership of your bank account, whereby your full name would be visible. Have you sent the document in a good form whereby your full name is visible since 18th June ?"

This has already happened twice. I've now resent it and expect a response soon.

My winnings have been withheld for three months, and I'm constantly requesting new payouts. However, responses are very sporadic. These two facts make it impossible to make a quick withdrawal.

Es ist wirklich unglaublich. Ich habe bereits meine Bankkarte, auf welcher mein Name und meine IBAN zu sehen ist geschickt. Sowie einen Screenshot aus meinem Onlinebanking, wo ebenfalls beides zu sehen ist.

Nun wurde erneut folgendes angefragt:

"You need to send a confirmation of ownership of your bank account, whereby your full name would be visible. Have you sent the document in a good form whereby your full name is visible since 18th June ?"

Dies ist bereits zweimal passiert. Ich habe es nun erneut gesendet und erwarte zeitnah eine Antwort.

Seit 3 Monaten werden meine Gewinne zurückgehalten und es werden immer wieder neue Sachen angefragt. Antworten kommen allerdings nur sehr sporadisch. Durch diese beiden Fakten ist es unmöglich eine schnelle Auszahlung vorzunehmen.

Hello Mirka,

Unfortunately, no one has contacted me yet, and I haven't received a response from KYC to my last request for the bank document. It's still being postponed, and we're now almost nine weeks into the KYC verification process. Before that, there was the provider verification. In total, I've been waiting since March for my winnings to be paid out. Almost four months.

Hallo Mirka,

leider hat sich noch keiner gemeldet und ich habe auch keine Antwort mehr vom KYC auf die letzte Anfrage nach dem Bankdokument erhalten. Es wird weiterhin aufgeschoben und nun sind bereits knapp 9 Wochen der KYC Prüfung erreicht. Vorher gab es noch die Providerprüfung. Insgesamt warte ich nun seit März um meinen Gewinn auszuzahlen. Fast 4 Monate.

Dear seanlinden,

We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.

At your earliest convenience, we kindly ask you to review the message and provide the requested information. Once received, we will ensure that your request is processed as promptly as possible.

Thank you in advance for your cooperation. If you have any questions or need any assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino, dear Casino Guru Team,

Unfortunately, I didn't receive an email again and had to proactively contact support to obtain the necessary information. This slow communication also leads to the withdrawal process being artificially prolonged.

I just sent the email immediately, and I expect it to be processed today! Nine weeks of the KYC verification have already passed, and Casino Guru is still doing nothing to finally stop Snatch Casino from continuing these business practices. It's a disgrace.

Liebes Snatch Casino, liebes Casino Guru Team,

leider habe ich erneut keine E-Mail erhalten und musste proaktiv den Support anschreiben, um die nötigen Informationen zu erhalten. Auch diese schleppende Kommunikation führt dazu, dass der Auszahlungsprozess künstlich in die Länge gezogen wird.

Die E-Mail wurde soeben umgehend von mir gesendet und ich erwarte eine Heutige Bearbeitung! Nun sind bereits 9 Wochen der KYC Prüfung vergangen und weiterhin macht Casino Guru nichts, um Snatch Casino endlich bei diesen Geschäftspraktiken zu stören. Eine Schande.

By the way, a document confirming my address was requested.

The following items were requested over the course of the 9 weeks:

-Image of identity card

-Image of the bank card

-Bank statement with IBAN and name

-A selfie with your ID in front of the Snatch Casino website

-Confirmation of address

I probably even forgot something.

The worst part is that not everything is requested at once. New documents are requested repeatedly. However, you are rarely notified via email; instead, you have to request the data manually through support.

Es wurde übrigens ein Dokument angefordert, auf dem meine Adresse bestätigt ist.

Es wurden im Laufe der 9 Wochen folgende Dinge angefordert:

-Bild des Personalausweises

-Bild der Bankkarte

-Bankauszug mit IBAN und Name

-Ein Selfie mit dem Ausweis, vor der Snatch Casino Website

-Bestätigung der Adresse

Vermutlich habe ich sogar noch etwas vergessen.

Das schlimmste ist, dass nicht alles auf einmal angefordert wird. Immer wieder werden neue Dokumente angefordert. Man wird aber nur im seltensten Fall über E-Mail informiert, sondern muss sich die Daten manuell über den Support anfragen.

Five days have passed without a response from KYC. Support just keeps coming up with the same excuses. These processing times are unacceptable. I've been waiting for almost four months.

Es sind nun schon wieder 5 Tage vergangen, ohne eine Antwort des KYC. Der Support vertröstet nur immer wieder mit den gleichen Ausreden. Diese Bearbeitungszeiten sind inakzeptabel. Ich warte bald seit 4 Monaten.

Dear Snatch Casino,

From the player's side, there seems to be problem with verification process taking longer than expected.

While we fully understand the importance of clear documentation for compliance and security reasons, from the player's perspective, this extended delay followed by a late request understandably feels frustrating.

We kindly ask that expedite the verification process from this point forward, so the player can receive a resolution as soon as possible. Your cooperation in helping move things along would be greatly appreciated.

Please notify us about the results of the KYC process as soon as possible.

Thank you in advance for your cooperation.

Der nächste Witz:

Dear Player,

So we can proceed with the verification procedure, please provide the requested document in English or provide the official translation of your document, thank you.

I am from Germany, so is my Internet Provider, electricty provider etc. Therefore all invoices are in german. As you mentioned, a good KYC is Nice, but this is just ridicilous.

It seems like this complaint has no Impact. Snatch Casino and their KYC Team are still Holding Back my Cash, requesting one document after another. This is just player scam, nothing else!

Casino Guru needs to act now!! I am more than disappointed from Snatch and the Impact of this complaint.

I've already disclosed half my life to the KYC team, and nothing has happened. I've been arguing with the casino for four months now, and I've been waiting for the KYC verification for ten weeks. I'm really fed up and expect to be activated tomorrow without any further documents being sent. I've submitted all the important documents and more.

Ich habe bereits mein halbes Leben offen gelegt vor dem KYC Team und nichts ist passiert. Seit insgesamt 4 Monaten streite ich mich nun mit dem Casino und seit 10 Wochen warte ich auf die KYC Prüfung. Ich bin es wirklich leid und erwarte eine Morgige Freischaltung, ohne das Zusenden weiterer Dokumente. Es wurden alle wichtigen Dokumente und darüber hinaus vorgelegt.

Update: I have now also sent my internet provider's bill as an English translation.

Hopefully, all the documents should finally be in. I still find the selfie with the ID card in front of the Snatch website particularly funny.

Update: ich habe nun auch die Rechnung meines Internet Providers als englische Übersetzung zukommen lassen.

Nun sollten hoffentlich endlich alle Dokumente vorliegen. Insbesondere das Selfie mit Personalausweis vor der Snatch Website finde ich immernoch lustig.

Any Update?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Snatch Casino,

Could you please finally complete my KYC check? I have provided all the documents.

Thank you!

Liebes Snatch Casino,

Könnten sie bitte endlich meinen KYC Check abschließen? Ich habe alle Dokumente zur Verfügung gestellt.

Vielen Dank!

Dear Snatch Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Thank you very much, Mirka. I'm really starting to get desperate, and it seems like all Snatch Casino players are feeling the same way. Support simply refers you to the KYC team, and they don't respond to emails. I hope I can finally get a solution now...

Vielen Dank Mirka. Ich bin langsam wirklich verzweifelt und es scheint allen Spielern des Snatch Casino so zu gehen. Der Support verweist lediglich auf das KYC Team und eben jenes antwortet nicht auf E-Mails. Ich hoffe, dass ich nun endlich eine Lösung bekomme...

I just received an email from the KYC Department again requesting the document in English. I've already mentioned several times that both my internet provider and my gas and electricity suppliers are German companies that ONLY issue German invoices. There have been no problems with German invoices in the past.

I even created a translation of this invoice. They're still trying to do everything they can to avoid paying out the winnings. It's insane!

The most dubious casino far and wide.

Ich habe soeben eine E-Mail vom KYC Department bekommen, in welcher erneut das Dokument auf Englisch angefordert wird. Ich habe bereits mehrfach erwähnt, dass sowohl mein Internetprovider, wie auch mein Gas und Stromlieferant deutsche Firmen sind, welche NUR deutsche Rechnungen ausstellen. In der Vergangenheit gab es keine Probleme mit deutschen Rechnungen.

Ich habe sogar eine Übersetzung dieser Rechnung erstellt. Es wird weiterhin versucht alles zu tun, um die Gewinne nicht auszuzahlen. Wahnsinn!

Das unseriöseste Casino weit und breit.

Any News? Kyc is still Not replying and i cant withdraw... Crazy experience. I Hope No new Players get trapped here.

I still dont get any Info. Sick.

Withdraws have been enabled. So hopefully i am able to withdraw my funds now. As soon as they are in my bank account, i will close the complaint. Thank you!

Dear seanlinden and Casino Guru,,

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

I requested a withdrawal of €800 this morning. It was visible in my history, but it's now gone. Is the fraud continuing? Or has this withdrawal already been processed?

Ich habe heute morgen einen Auszahlungsauftrag in Höhe von 800€ in Auftrag gegeben. Dieser war auch im Verlauf zu sehen und ist nun verschwunden. Geht der Betrug nun weiter? Oder ist diese Auszahlung bereits bearbeitet?

Please Check IT asap. Now you are scamming the funds, after 4 months of waiting.... Your Casino keeps on scamming.

I've now submitted another withdrawal request! Please process it IMMEDIATELY! This has become enough of a hassle.

Ich habe nun erneut einen Auszahlungsauftrag aufgegeben! Bitte bearbeiten sie diesen SOFORT!!!! Es ist langsam genug Schikane.

Dear seanlinden and Casino Guru,

We inform you that the funds have been successfully withdrawn.

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

Respectfully,

Snatch Casino Representative

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear seanlinden,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka