Snatch Casino - La identificación del jugador no se verifica para el retiro.

All necessary documents for account verification have already been submitted. After sending about 20 proofs of residence, which was the last requirement to be verified, they are now not verifying my selfie with my identification document in front of my face to prove my identity.

Na verificação da conta ja foram enviados todos os documentos necessários para a verificação. Depois de enviar uns 20 comprovativos de morada e sendo esse o ultimo requisito por verificar, agora nao verificam a minha selfie com o meu documento de identificação à frente da minha cara a comprovar a minha identidade.

Dear TOPG96,

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-       Do not edit the image in any way

-       The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-       When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please forward any relevant communication to petronela.k@casino.guru. Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?

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,

Petronela

Dear TOPG96,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.