Hello,

I requested a withdrawal on Saturday 22 March, after winning a certain amount, but it was rejected and the withdrawal option was locked shortly after. Since then, I’ve contacted livechat multiple times and I keep receiving the same response — that my session is under investigation by the provider. I asked them, how many days will last the verification, and which provider want to check my session and the reason and they said me to sent an email to this addres

[email protected]. I sent an email to this addres on Saturday 5 April but they haven't answered yet. Today Sunday 27 Apr i sent again to livechat and the answer was ''Christos, I have raised your case to our Financial Department. As soon as we have an update, we will let you know. That is all I can do now and I really anticipate patience from your side!'', ''I understand your frustration, so I have escalated your request to my colleagues for their attention, and it will be given priority. Thank you for your understanding and patience.''

Dear xrhstosfl,

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.

• Have you made any 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?

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

Hello Kristina

My last withdrawl was on 17th March, i have the email from support snatchcasino. I had completed the KYC when I created the account. The money was without bonus.

Thank you for your reply, xrhstosfl. Could you please clarify how many days it took for the last successful withdrawal to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

It took 2 daysto be processed. For payment method i use Skrill and was the same

Hello,

After so many days the provider's check was completed. Now they are asking me to do KYC

Have you already provided all the required documents? Could you please advise which documents the casino requested?

They want Copy of my passport or driver's license. I sent them my driver's license

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I have sent you the conversations.

Thank you very much, xrhstosfl, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) 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 xrhstosfl,

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 xrhstosfl and Mirka,

Today you have received a letter from the KYC department requesting for additional documents. 

We are awaiting your reply.

We will ensure that they process your request as soon as possible.

Respectfully,

Snatch Casino Represenatative

Dear xrhstosfl,

Please notify me, when you will be able to submit the requested documents.

Thank you.

Sorry for the delay. I have sent the requested documents

Dear xrhstosfl,

Could you please confirm, if you have received any update regarding your verification process?

I haven't received any update about verification yet. If i have, i will inform you.

Dear xrhstosfl,

Have you received any update from the casino since your last message?

They ansered me, << Dear Player,

So we can proceed with the verification procedure, please provide your photo with your ID document in hand in front of our website in good quality as the information on your document should be clearly readable and your face should be fully seen, thank you.

Kind regards >>. I sent them a photo and i will wait.

Thank you for the update, xrhstosfl.

Please notify me, when you receive any progress in your verification process.

I haven't receive any progress. I asked the livechat and they told me <<Currently, there is no new information to report, but please rest assured that we are diligently resolving the issue according to the established protocol. Your patience and understanding are greatly appreciated.>>

Dear xrhstosfl,

Have you received any new information from the casino since your last message?

Dear xrhstosfl,

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.