The player from Italy had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had communicated with the player regarding the standard procedures for withdrawal verification and the potential delays involved. However, due to the player's lack of response to multiple inquiries, the complaint was closed at that time. The player retained the option to reopen the complaint in the future if they chose to resume communication.
Snatch Casino - Player believes that their withdrawal has been delayed.
Amount: €1,000
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Despite the various reminders and replies where they say that the payment is in queue and that the fault is of the service provider, 8 days have passed....
Automatic translation:
Public
PR Assistant
Public
2 months ago
Dear francesconi76,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
2 months ago
Translation
A withdrawal made on the same day was paid 2 days ago…., after I wrote the message I went to my Snatch casino profile and saw that it was canceled, it is not the first time that this thing has happened, by doing so they invite you to replay all the money …… you must make it clear that this is a criminal intention!!!!!
Automatic translation:
Public
PR Assistant
Public
2 months ago
Dear francesconi76,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
1 month ago
Translation
The problems continue, now they have cancelled a withdrawal with these reasons that I attach
Your game session has been forwarded to the provider for verification.
During this process, all withdrawal requests will be temporarily suspended. Please note that the review typically takes up to 14 days, although occasionally it may take longer. We appreciate your patience and understanding during this time.
This is a standard procedure, necessary to ensure the validity of the game and protect the interests of all participants.
We are monitoring the progress of the review and will let you know as soon as it is completed or when additional data becomes available.
Thank you for your patience and understanding. If you have any questions, please feel free to contact us:
We are always here to help you.
they are criminals!!!!
Automatic translation:
Public
PR Assistant
Public
1 month ago
Dear francesconi76,
Thank you for your message.
Could you please clarify which types of games you were playing? Additionally, was your current balance accumulated using real money or through a bonus?
Please note that such verification checks are standard practice across most online casinos. At this stage, we recommend waiting for the casino to complete their process.
In the meantime, should you receive any updates or further communication from the casino, feel free to share it with us—especially any relevant correspondence—by forwarding it to [email protected].
We look forward to your response.
Kind regards,
Nick
Public
PR Assistant
Public
1 month ago
Dear francesconi76,
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.
Public
PR Assistant
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Nick
www.kpvfaw.com
