Everything was fine before management and ownership change. I never had issues with deposits and withdrawals. After ownership of casino is changed my withdrawals at total amount of 910 € were cancelled. Also I couldn't make new withdrawal requests because my "gameplay is being reviewed by provider". 3 weeks they tried to find "violation" and seems they "found" it. I can't login to my account, several times tried to password recovery which also didn't help. I think they just blocked me without any notification.

Dear Vahmur,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Have you contacted the casino to inquire about the reason for the account block?

Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

My account was verified. I remember I contacted one time after they cancelled and agent told they will check soon. I play different games and I don't accumulate winnings. Now I can't contact them because I can't even login.

Dear Vahmur, did you receive any email from the casino informing you about the account block or explaining the reason for it?

Could you please share any communication you had with the casino? You can forward the emails or screenshots to [email protected].

Also, please note that the casino’s live chat and email support should still be available directly on their website, even if you can't log in. It may be worth reaching out there again to ask for an update on your case or to request clarification about your account status.

My account was unblocked after I contacted them couple times. However withdrawal isn't possible yet. Over 1,5 months they had time to check any activity and bets and they didn't. Casino continue blocking my withdrawal option.

They converted my EU balance to USD. Now it's 938$ instead of 910 EU.

Dear Vahmur, I would like to kindly inform you that I haven’t received any communication between you and the casino yet.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Ok. I Communicated today just for you.

Thank you very much, Vahmur, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([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 Vahmur,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Snatch Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player is not allowed to withdraw the money?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vahmur and Martina,

We fully recognize the importance of this matter and want to reassure you that we’re doing everything within our power to reach a resolution as swiftly as possible.

Right now, a detailed review of your case is underway, and we hope to finalize it soon. Your patience and understanding throughout this process mean a great deal to us.

Thank you once again for your continued trust and collaboration. Should you have any further questions or require support, don’t hesitate to contact us anytime.

Respectfully,

Snatch Casino Representative

Snatch Casino Team, thank you for the involvement and update!

Dear Vahmur, when you have some update, please let me know. Thank you

Oh they woke up. But yet I don't see an answer from these people. They finally finished their so called checking couple days ago but they cancelled again my withdrawal request. I received a email with a request to send my passport or DL. I sent both. I could not withdraw yet. I contacted support they promised to fix it. Yet I can't withdraw. They just Avoid to withdraw that's clear. Just like scammers do.

Let′s wait a few days and see

Dear Martina, I remind you what this casino wrote: "Right now, a detailed review of your case is underway, and we hope to finalize it soon". This was 6 days ago. This guy's are liars, you should understand it already: "underway", and "finalize soon" i do understand it should be about 1-2 hours or at least a day. Don't you think they should have done it 3-4 days ago? Yes, just like scammers do! They had 40 days after my compliant and did not anything, you see they have nothing to say and you don't want to move it forward.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Vahmur and Martina,

Our KYC team has sent you a request today for some additional documents required to proceed the verification process.

We’re currently waiting to receive them from your side.

Rest assured, as soon as your documents are submitted, our team will process everything as swiftly as possible.

If you have any questions or need help with the upload, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

Nonsense! First I received a email with a request to send my passport or DL. I sent both. Then I received a email with request to send a selfie with one of my IDs. I sent selfies with both.

Today I received a email with request "provide your photo with your ID document in hand in front of our website in good quality ". I replied them to ask what did they mean "in front of our website". No answer yet. Sounds like nonsense. Martina, you may have known better about such requests made by casinos. Can you please try to explain it n English the meaning of your High safety rated casino's KYC team words?

I contacted support and found out that "in front of our website" mean with their website opened on PC or a phone. I took a photo with a phone opened their website in one hand and driver license in other hand. All is readable in ID and phone.

I told them I am not going to send anything more. I guess all their excuses are exhausted. They will not have any reasons to reject withdrawal. All the same this kind of behavior doesn't speak anything good about snatchcasino. I will never recommend anyone to join their website. They will get what they deserve.

Dear Vahmur,

I completely understand how this situation may feel frustrating, and I truly appreciate your patience throughout the process. While the request for a selfie holding your ID and displaying the website might seem unusual at first, please know that this is actually a very common verification step across the industry.

I recognize that being asked to submit documents repeatedly can be tiring. However, since the casino is unable to verify your identity in person, these measures are in place to ensure the security of your account and that any funds are released to the rightful owner.

I would kindly recommend complying with the casino’s request for the additional documents. If you have any concerns or need assistance, please don’t hesitate to reach out — I’m here to help.

Once you've uploaded all the necessary documents, just let me know.

Dear Martina

Seems you didn't read my messages.

I did send them selfies. I sent them selfies holding IDs several days ago.

Yesterday they wanted me to hold a phone with their website open in one hand and an ID in other.

As I informed in previous post I DID take photo as they requested and DID send it to them. And informed that it's a last time as it becomes mockery

But up to this moment I can't withdraw yet. So I did do ALL they wanted but they still try not to pay.

And I am very very disappointed at your indexes given here. Even if they pay that doesn't mean that they deserve high index.

Dear Vahmur,

Thank you for sharing your experience — I’m really sorry to hear it hasn’t been a smooth one. I completely understand how frustrating that can be, and I appreciate you taking the time to let us know.

At the same time, the casino works with a large number of players, and many have shared positive experiences, which are reflected in their reviews. We try to take all perspectives into account when creating our Safety Index, which considers many different aspects. If you're curious about how our ratings work, you can find more information here: http://www.kpvfaw.com/our-casino-reviews.

Please do keep me posted once you hear back from the casino about the latest document you submitted, or let me know even when you do not receive any feedback! I’ll be happy to follow up from there.

Dear Martina.

Not possible to withdraw yet.

I just remind you that casino promised  "finalize soon" 2 weeks ago. We both found out that was just another lie.

What's your function here? Just to wait what is casino's response? What if they don't respond or don't enable my withdrawal another week for example?

Dear Snatch Team,

Can you please let us know if there is any problem with player′s withdrawals? Why cannot he still withdraw anything?

Thank you very much for the update!

Dear Vahmur and Martina,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

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

We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Snatcjh Casino Representative

Dear Martina

They try to mislead again.

This becomes funny what else they are going to do to delay payment.

Today I received this email

"So we can proceed with the verification procedure, please provide a photo of the front and back side of your payment card you used for payments to our platform."

Of course, they should know that I didn't use any payment card in their platform. The latest deposits are made using Neteller.

Dear Snatch didn't you have chances to check my payments made?

Thank you both for the update!

Hi Vahmur, when you mentioned "latest deposits," could you please clarify—does that mean you used the payment card before, but the most recent deposits were made via Neteller?

As I mentioned I  did Not use Any payment card in their platform.

Thank you, Vahmur!

I was just wondering—would you mind sharing how you topped up your Neteller account? I'm particularly curious if there’s a chance you used a payment card for the deposit.

Thanks in advance for your assistance!

Even if I had topped up Neteller using a card that doesn't mean that I deposited using card, and of course it should not be casino's business. That's nonsense. However I didn't even topped up Neteller using a card. That all means one of 2 things: these people avoid paying - just like Scammers do, or they are very highly unprofessional which is very strange considering their bid experience. In both cases of course it's not the behavior that we expect from a "safe" called casino.

I completely understand your frustration, Vahmur, and I truly empathize with your situation.

At this point, I’d like to reach out to Snatch Casino to kindly ask for clarification regarding their request for a photo of your payment card—especially since, as you've mentioned, it hasn't been used for any deposits on their platform.

Thank you in advance!

Dear Vahmur and Martina,

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 Representative

Dear Vahmur,

Just checking in—have you had a chance to send the additional documents to the casino?

Once you've done so, I would appreciate it if you could kindly let me know.

Thank you in advance.

Yes. I did. They wanted my Neteller screens I sent them.

Wonderful — thank you very much!

Dear Snatch Team,

Is there anything else you require from the player at this stage, or are you now able to proceed with the withdrawals?