Snatch Casino - Тегленето на играча се забавя поради прекъсване на казиното.

Hello,

The casino has been offline for a few days. Withdrawal requests are not being processed, and support is no longer available.

Hallo,

das Casino ist seit einigen Tagen offline. Auszahlungsanträge werden nicht bearbeitet und der Support ist nicht mehr zu erreichen.

Dear Mask1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. I've tried to access the casino's website and it works perfectly fine. Could you please provide more details regarding the issue with accessing the website? Do you see any error messages or pop-ups?

Furthermore, I see that you requested all withdrawals just a few days ago. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Hello,

The casino has relaunched and is now located on a different website with a new design. Unfortunately, the casino didn't inform me of this. I was able to log in to the new site using my details, but all withdrawal requests were deleted. I then submitted new withdrawal requests, and these were also canceled. Now I just get a notification that my previous bets are being reviewed for fairness. Unfortunately, this is all very suspicious, and I get the impression that the casino doesn't want to pay out. Before the change of operator, there were never any problems with withdrawals.

Hallo,

das Casino hat einen relaunch vorgenommen und ist nun unter einer anderen Webseite und neuem Design zu finden. Das hatte mir das Casino leider nicht mitgeteilt. Ich konnte mich auf der neuen Seite mit meinen Daten auch anmelden, allerdings sind alle Auszahlungsanträge gelöscht worden. Ich habe daraufhin neue Auszahlungsanträge eingereicht, diese wurden ebenfalls storniert. Jetzt bekomme ich nur noch einen Hinweis, dass meine vorherigen Einsätze auf Fairness überprüft werden. Das ist leider alles sehr verdächtig und ich habe den Eindruck, dass das Casino nicht auszahlen möchte. Vor dem Wechsel des Betreibers gab es nie Probleme mit den Auszahlungen.

Thank you for your reply, Mask1. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hello,

I have already successfully made withdrawals. The KYC verification

Hallo,

ich habe bereits erfolgreich Abhebungen ausgeführt. Die KYC Überprüfung

Hello,

I have already successfully made withdrawals. The KYC verification is complete, and I've been confirmed that no further documents are required. I have never claimed a bonus.

Hallo,

ich habe bereits erfolgreich Abhebungen ausgeführt. Die KYC Überprüfung ist abgeschlossen und es wurde mir bestätigt, dass keine weiteren Dokumente erforderlich sind. Ich habe nie einen Bonus beansprucht.

Have you tried contacting the casino regarding this issue? 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.

Hello,

I tried to contact the casino via the registered address Nobody answered me here. However, since I continue to receive promotional emails from the address I have written to this address. I have forwarded the mail traffic with this address to .

Hallo,

ich habe versucht, das Casino über die hinterlegte Adresse support@snatchcasino.io zu erreichen. Hier hat mir niemand geantwortet. Da ich allerdings weiterhin Promotion mails von der Adresse vip@snatchcasino.com bekomme, habe ich diese Adresse angeschrieben. Den Mail Verkehr mit dieser Adresse habe ich weitergeleitet an kristina.s@casino.guru.

Thank you very much, Mask1, 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.

Dear Mask1,

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

Dear Mask1 and Mirka,

I hope this message finds you well.

We would like to kindly inform you that the mentioned session is currently under review by the game provider. Please note that the provider’s verification process may take up to 14 days to complete.

We sincerely appreciate your patience and understanding during this time. Rest assured, we will keep you informed of any updates as soon as we receive them.

If you have any further questions or need assistance in the meantime, please do not hesitate to reach out to us.

Respectfullly,

Snatch Casino Representative

Hello,

I would like to kindly point out that the verification process has now been going on for four weeks. The casino continues to accept deposits and encourages players to play with bonuses. However, withdrawals are not possible.

Hallo,

ich möchte freundlich darauf verweisen, dass der Überprüfungsprozess mittlerweile seit vier Wochen andauert. Das Casino erlaubt weiterhin Einzahlungen und animiert mit Boni zum Spielen. Aber eine Auszahlung ist nicht möglich.

Dear Snatch Casino,

Would you be able to provide any update regarding the review process?

Dear Mask1 and Mirka,

Please be advised that we have received a response from the provider. 

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Pespectfully,

Snatch Casino Representative

Dear Mask1,

Could you please confirm, if it is now possible for you to withdraw money from your player account?

It was actually possible to request a withdrawal. I did so immediately and waited for it to be processed. Unfortunately, the withdrawal request was canceled again. This time, the reason given was a necessary KYC verification. I immediately submitted all documents and will report on further developments.

Es war tatsächlich möglich, eine Auszahlung zu veranlassen. Dies habe ich sofort getan und auf die Durchführung gewartet. Leider wurde die Auszahlungsanfrage wieder storniert. Diesmal wurde eine notwendige KYC Überprüfung als Grund genannt. Ich habe unmittelbar alle Unterlagen eingereicht und werde über die weiteren Ereignisse berichten.