Snatch Casino - Процесът на проверка на играча се забавя ненужно.

Hello, I deposited and played at this casino because I always check in advance if a casino has Sumsub verification. This feature made me trust it, so I registered. I always verify myself before playing, which I did here as well, and I played with real money. However, the casino is now demanding color copies of documents from me, even though I have already verified myself through their own process.

In my opinion, this behavior is unacceptable, deceiving, and manipulative because I only registered here since the casino uses Sumsub verification.

hallo ich habe bei diesem casino eingezahlt und gespielt weil ich im vorhinein extra immer nachsehe ob ein casino sumsub verification dieses casino hat dieses feauter daher habe ich vertraut und mich registiert ich verifiziere mich immer bevor ich spiele und das habe ich auch hier getan und mit echtem geld gespielt das casino verlangt jedoch nun von mir dokumente als farbige kopie obwohl ich mich schon mit deren eigenen verfizierungs prozess besätigt habe

dieses verhalten geht meiner meinung nach garnicht und ist täuschend und manipulierend da ich mich sowieso hier nur angemeldet habe da dieses casino sumsub verification hat

Dear barankaya626262,

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. 

Could you please specify which documents you provided for your Sumsub verification?

Is the casino now requesting the same documents that have already been verified, or is there some difference between the documents?

Have you complied with the casino's request to submit your documents for verification one more time?

When exactly did you send the additional documents to 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, 

Veronika

Hello,

I was not able to submit the documents because I did not receive an email from the security team as they are still using the withdrawal delaying tactic as described by numerous players here before. However, I have the entire chat history as proof

The casino asked for the same data again in color copy that Sumsub had already confirmed from me. This was my passport, a selfie with my passport and proof of address as a bank statement from my bank.

This is highly manipulative behavior and deceptive towards the player. I have already played at several casinos that use sumsub as verification and have never had any problems with it.

What SnatchCasino is doing here is called Withdrawal Delaying and is a very well-known trick.

As of today, I withdrew 100 euros on January 19, 25 and this still hasn't been processed.

hallo,

ich habe die dokumente nich einreichen können da ich keine email vom sicherheitsteam bekommen habe da diese immer noch die taktik withdrawal delaying anwenden wie schon von zahlreichen spielern vorher hier beschrieben. ich habe aber den ganzen chatverlauf als beweis

das casino verlang die selben daten nochmal in farbkopie die sumsub von mir bereits bestätigt hat hierbei handelt es sich um meinen reisepass dann ein selfie mit meinem reisepass und einen adressnachweis als kontoauszug von meiner bank.

Dies ist stark manipulatives verhalten und täuschend gegenüber dem spieler ich habe bereits bei mehreren casinos gespielt die sumsub als verification verwenden und hatte nie probleme damit

Was SnatchCasino hier betreibt nennt sich Withdrawal Delaying und ist ein sehr bekannter trick.

Stand heute ich habe am 19.01.25 100 euro ausgezahlt und dies wurde immer noch nicht bearbeitet.

According to the Terms and Conditions of Snatch Casino:

2.4.1. The finance department may postpone processing a withdrawal request due to additional verification.

(...)

- An account owner must complete the account verification before withdrawing funds. This could be done by sending a message in the chat at the SnatchCasino website, or by sending an email directly to the financial department: kyc@SnatchCasino.com.

Have you tried sending the requested documents to the casino to the abovementioned email address?

Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear barankaya626262,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.