Snatch Casino - Играчът изпитва забавени тегления от казино.

Hello

I won big with Snatch Casino on the 18th June 2024, depositing €1500 and winning €28,250 in total. I found out the max withdrawal was €500 at a time, and a maximum of 3 pending at once, so I requested 3 x €500 withdrawals and waited.

Over the three months that have elapsed since, I've had a total of 23 x €500 withdrawals processed, 7x cancelled for no stated reason, and I currently have 3 more pending.

My latest three were requested on the 10th, 13th and 18th of September and haven't been processed yet. The rate at which withdrawals are being paid is dramatically decreasing, and at the current pace it looks like I won't receive my winnings this year.

The casino advertises a €25k per month withdrawal limit, but even less than half of this per month would have seen my winnings fully paid. They're not meeting their criteria and live chat are just giving me generic responses about them being in withdrawal queues, which clearly isn't true.

I think they're slow paying me in the hope that I will spend my winnings, which I won't, or are just unhappy that I've won. Before this I didn't have any problems with them.

I'm requesting mediation from Casino Guru please, in order to expedite my remaining balance. By their own withdrawal t&cs they should have had me paid up far sooner than this.

Kind regards

Adam

Dear adamdv92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed?
• Could you please post a screenshot of your withdrawal history here in this thread?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi Kristina

I received a withdrawal this morning, so that's €500. It took them 13 days to process this. I have three more pending, requested on the 13th, 18th, and 23rd September. So far this month they have processed 3 x €500 and the month is nearly over. At the current rate, it will be approx 8-10 months before my win is fully paid out.

They only allow you to request €500 at a time, and you can only have a maximum of 3 pending at any one time, so they are preventing me from receiving my winnings in reasonably good time. I would be happy to accept a few months, but we're past three now and the pace is significantly slower.

It's quite frustrating because objectively, I like the site. The staff are pleasant, the game range is great, the bonuses in the past although they have a hefty win cap still added a lot of fun to the gameplay. I would be back playing by now if they'd process my win, but on principle I'm waiting for the cashout first.

I've attached my withdrawal history screenshots for you.

My winnings were accumulated with cash only.

Adam

Thank you very much for your reply, adamdv92. 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.

Hi

Unfortunately anytime I spoke to Snatch Casino about the withdrawals, it was through live chat so I have no email chains discussing it. They basically told me every time that it was in the withdraw queue and there was nothing they could to speed things up but that doesn't reflect when the first dozen withdrawals were processed days apart to now which is taking weeks for just one to process.

Kind regards

Adam

Thank you very much, adamdv92, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.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 adamdv92, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Snatch Casino representative to join this conversation. 

Dear Snatch Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Casino Guru, Dear Client,

Thank you for reaching out to us. We have conducted a thorough review of this situation, and a detailed response has been sent regarding our findings.

Respectfully,

Snatch Casino Team

Dear Snatch Casino, 

thank you for the message. However I have not found anything in my email inbox. Would you be able to resend it to katarina.d@casino.guru?

Looking forward to your reply.

Dear Katarina,

I apologize for any misunderstanding. In my previous message, I intended to convey that we had sent a letter to the player. We can also forward that letter to you if you wish.

Thank you for your understanding.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino, 

thanks for the clarification. Please also send the letter to my email address at katarina.d@casino.guru.

Looking forward to your reply.

Dear Katarina,

I hope this message finds you well.

We have sent an email to your inbox with more detailed clarification regarding the situation. Could you please take a moment to check it?

Thank you for your attention, and we look forward to your response.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino, 

thank you for the email.

Dear adamdv92, 

have you checked your Skrill wallet limits, please? Will you be able to provide an alternative payment method for the casino, please?

Hi Katarina. So for about a week or so Skrill wanted to do a routine check with my account which is why Snatch Casino probably had an issue with processing the money but my Skrill is now reverified so they shouldn't have an issue doing that now. I have 3 pending withdrawals going back 6 days which was after the time of my account being reverified.

If they would like another payment method, I have a MiFinity account I can provide.

Kind regards

Adam

Dear Casino Guru and adamdv92,

We have passed all the information to our Finance Department.

Rest assured that this request is currently being processed and will be handled as soon as possible.

We deeply regret that you are experiencing a prolonged wait. Please know that we understand how frustrating this can be, and we sincerely apologize for any inconvenience this delay may have caused you. Your patience and understanding during this time are greatly appreciated, and we are committed to addressing your request as promptly as possible. Thank you for bearing with us.

Respectfully,

Snatch Casino Representative

Dear Snatch Casino, 

thank you for the update. Could you please provide an estimated timeline for the completion of this entire process?

Dear Casino Guru and adamdv92,

Thank you for reaching out to us, and we sincerely apologize for any inconvenience this situation may cause.

We would like to inform you that we have already begun processing withdrawal requests. A portion of the funds has already been successfully transferred to the account. We understand that waiting for the full amount can be frustrating, and we appreciate your patience as we complete the process.

Please rest assured that we are doing everything we can to ensure the remainder of your funds is processed as quickly as possible. If you have any further concerns or require additional assistance, do not hesitate to contact us.

We truly appreciate your understanding and cooperation.

Respectfully,

Snatch Casino Representative

Thank you for the response, Snatch Casino. 

adamdv92,

could you please advise if you have received any of the payments, please?

Hi Katarina

Yes, I have had about 7 or so €500s paid out to me since my reply on the 21st Oct

Kind regards

Adam

Dear adamdv92,

thank you for the confirmation.

Given that the casino appears to be complying with your request and facilitating the disbursement of your funds, I will proceed to close this complaint as resolved. However, should you experience any unforeseen delays or complications, please do not hesitate to reach out to me directly at my email, katarina.d@caisno.guru and I will reopen this case.

Best regards, 

Katarina

Casino.Guru