The player from Germany had deposited funds into the casino 2.5 days prior, but the money had not reflected in his casino account despite the deduction from Mifinity. He had contacted support, but after two days, there was still no resolution or communication. After several weeks of ongoing issues, including a canceled withdrawal request and a lack of communication from the casino, the player finally received his payout after persistent efforts. The complaint was marked as resolved by the Complaints Team, who had assisted the player throughout the process.
Snatch Casino - Player's deposit is delayed.
Amount: €100
Snatch Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Snatch Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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3 months ago
I deposited there 2.5 days ago. As usual, the money was deducted directly from Mifinity, but there's nothing in my casino account. I contacted support, and they supposedly sent it to the finance department, but nothing has happened for two days, and I haven't received any replies! They're trying to scam me and just keep the money!!!
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Complaint Resolution Center Team Lead
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3 months ago
Dear Lutze333,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted the payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Hello, it's definitely not Mifinity's fault, it's the casino's! I deposited at several casinos that day and for the days following and never had any problems with Mifinity. It's the scam casino. I just noticed that, strangely enough, they no longer offer Mifinity as a payment method, which is a coincidence...
For three days now, support has been saying that someone from the finance department will supposedly get in touch. Very often, they don't respond at all and close the live chat. When I try to email the casino's support email, I get an automated response from a system saying that the email doesn't exist and that I can't send an email to that address. Typical fraudster behavior. No wonder this casino group has been banned in several countries. It's well-known that they're fraudulent and that customers never receive their money after depositing or withdrawing money!
This was my first deposit since the casino was bought by the fraudster group Goodwin NV. They advertised a high bonus via email 3 days ago because the casino was relaunching, only to now withhold customers' funds and defraud them.
The money was transferred from Mifinity as usual, it is 100% the casino's fault. I already asked Mifinity support yesterday and, as I said, never had any problems, not even after that!
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3 months ago
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Still nothing has happened. The scam casino seems to have simply kept the money without ever crediting me. I read that all the other players are now being ripped off and aren't receiving any payouts. You can no longer mark this casino as reputable; you can't do anything about this scammer group Goodwin, but it is a scam!
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Complaint Resolution Center Team Lead
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3 months ago
I completely empathize with your frustration, Lutze333. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 20 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds. Thank you in advance for your patience and understanding.
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3 months ago
Translation
Hello, my deposit has finally been credited. I had a little extra money from the bonus and now I want to withdraw on principle. It's only €100, but I won't give this scam casino another cent. After two days, as several people have already mentioned in the forum, my withdrawal request was canceled. In live chat, they said that the 'provider request', as mentioned in the forum, had to be submitted, which could take up to 14 days. This is all a joke, for a €100!!! withdrawal.
It's all a scam, they need to downrank this casino, there will be more and more players who will deposit with this scamming dirty casino group and will never receive any money!!!
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Complaint Resolution Center Team Lead
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2 months ago
Thank you for your reply, Lutze333. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do you currently have any pending withdrawals?
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
Thank you.
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2 months ago
Translation
-Yes, a payout that was canceled as already written with the reason 'Provider inquiries regarding the game process are being made'...for a 100€ payout, that's clear...fraud at its finest ??
-I have not made any withdrawals since this scammer casino group took over the casino. As described, I had to wait 12-13 days until my deposit even arrived at the casino.
- I was verified at Snatch with the old casino group and was not asked for new verification. As mentioned, the payout was canceled with the reason given above.
Best regards
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2 months ago
Translation
Check out the forum; everyone who wins money there is just being ripped off and has the same problem with this disgusting bunch of scam artists! You can't keep the casino running; since the scammer group bought it, no one will get a payout anymore!
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Complaint Resolution Center Team Lead
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2 months ago
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
Yes, of course, I've contacted the casino several times. I always get the same answers.
Alleged provider requests that may take some time.
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This is under 'Payouts'.
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Complaint Resolution Center Team Lead
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2 months ago
Thank you very much, Lutze333, for your cooperation. I will now transfer your complaint to my colleague Pavel ([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.
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Casino Analyst & Complaint Specialist
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2 months ago
Hello, Lutze333!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
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2 months ago
Translation
Look at what this disgusting group of scammers is doing, they respond to reviews here with standard cheap texts but don't address a single complaint because they know full well that they are disgusting scammers and most likely won't pay anyone out!
First my deposit was held up for weeks and now my withdrawal has taken over three weeks!
If you look in the forum there are new complaints being submitted every day, this casino is full of clowns who are trying to rip you off.
All these people and I want our payout immediately. How can they be so dubious and fraudulent?
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Casino representative
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2 months ago
Dear Lutze333 and Pavel,
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.
Respectfully,
Snatch Casino Representative
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Casino Analyst & Complaint Specialist
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2 months ago
Thank you, Snatch Casino Representative!
Lutze333, please, let us know as soon as your issue is resolved!
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2 months ago
Translation
I'll get in touch if I ever see my payout. I had to verify my passport today and hope I finally get my shitty money after almost a month of harassment...
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2 months ago
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I already thought so, they'll keep trying to harass me and won't be able to pay me out, dragging out the verification again.
All of these casino plans are disgusting and repulsive!
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1 month ago
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Guys, are you still there? As always, nothing's happening, and the casino isn't responding. The last I heard from them was this message in the complaint.
I sent my ID card to their KYC email for verification. It's been 9 days and again NOTHING has been done by this disgusting, dirty casino!
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Casino Analyst & Complaint Specialist
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1 month ago
Hey Lutze333, I am sorry for the late response.
Snatch Casino, please, let us know what is the exact problem with the player's documents, so we can resolve it right away!
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Casino representative
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1 month ago
Dear Lutze333 and Pavel,
We have relayed all the information to our KYC Department.
Please be assured that your request is under review and will be addressed at the earliest opportunity.
We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.
Respectfully,
Snatсh Casino Representative
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1 month ago
Again and again these prefabricated standard scam texts..
More than 5 weeks have passed since my first withdrawal request and it is not ended, shame on your scam rip-off casino!
Just verify this easy two pictures from my pass and give me my money!
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1 month ago
Translation
Of course, nothing has happened yet.
These sleazy scam artists just want you to verify two photos and pay out $100, disgusting.
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Casino Analyst & Complaint Specialist
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1 month ago
Snatсh Casino Representative, has there been any progress? You have already stated once that the player is verified and free to withdraw. Please, send the explanation to my e-mail: [email protected].
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1 month ago
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It's been two months now, and I still can't withdraw my money. This is a disgusting scam. Please don't come back with a cheap, standard scam response like, 'We'll try to expedite the process... blah blah blah.'
This is pure harassment and has nothing to do with seriousness.
I've never seen such a f*****g d***** casino rip off its customers like this. Shame on you, release my withdrawal and pay me, you pigs!
Edited by a Casino Guru admin
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Casino Analyst & Complaint Specialist
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1 month ago
Please, do not use obscene language.
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1 month ago
Translation
Sorry, that was still within reason and relatively restrained. There's no other way. Only those who give respect receive respect, and two months of harassment has nothing to do with good behavior. I tried to be friendly, but this scam casino just lies and cheats!
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Casino representative
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1 month ago
Dear Lutze333 and Pavel,
Thank you very much for providing your documents. At the moment, our KYC (Know Your Customer) team is carefully reviewing the information you've submitted.
We truly appreciate your patience and understanding during this standard verification process. Please rest assured that we are doing our best to complete it as promptly as possible. If anything further is needed, we’ll be sure to let you know right away.
Should you have any questions in the meantime, don’t hesitate to reach out - we’re here for you!
Respectfully,
Snatch Casino Representtive
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1 month ago
Translation
HAHAHAHA that's the biggest joke, another standard dirty answer from these clowns ??
These disgusting scammers are ripping off customers, can't you see? They keep the money and NEVER pay out. Please downgrade it and write in red comments about how the customers are being ripped off and the casino is NOT paying out!
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1 month ago
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And the support and the KYC department no longer respond to emails, so these clowns are lying again!
This has nothing to do with a reputable, normal online casino. These disgusting operators must be held accountable and sent to prison; here they're even being defended... I can't understand it. If these texts about 'alleged processing' keep coming for months, do you on the CasinoGuru team really think they'll pay out?! The casino MUST be marked in red and labeled as a scam. I'm not the only one reporting something like this, reporting 6-10 weeks without processing/payouts.
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Casino Analyst & Complaint Specialist
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1 month ago
Lutze333, I suggest we give it another week, since the casino states that they are working on it. I will meanwhile reach out to the casino representative outside of the thread, because it seems that asking them here for any reasons for delays is indeed useless. I will let you know if I find out anything.
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1 month ago
Translation
Thank you very much! All these negative comments aren't meant to be directed at you; I just have a strong hatred for this casino's scamming shit. Don't take it the wrong way; I know they can't do anything more than wait...but this whole fraudulent approach from SnatchCasino is pure harassment and a scam!
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1 month ago
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Nothing happened (as always), nothing! happened.
I sent two emails to the casino's support email address this week and, as always, received no response. In live chat, I received the same standard text as I've received for the past eight weeks: They're supposedly speeding things up... I see, nothing's happened for eight weeks ??
This is just ridiculous and a big joke ??
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Casino representative
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1 month ago
Dear Lutze333 and Pavel,
Please be advised that we have completed checking.
Our team has no further questions for you, and the check has been successfully passed.
Respectfully,
Snatch Casino Representative
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Casino Analyst & Complaint Specialist
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1 month ago
Lutze333, please, let me know if you are able to withdraw.
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1 month ago
Translation
But I still can't withdraw my money, it's a lie!
Like always, this is a bad joke...
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Casino Analyst & Complaint Specialist
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1 month ago
Snatch Casino, is there any further problem with the player's account?
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1 month ago
Translation
It was released 2 minutes ago.
I've now requested the payout and will get back to you when it's processed. I hope everything works out now....
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1 month ago
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A miracle happened, I finally received my money.
The SnatchCasino harassment has come to an end, SHAME on these disgusting clowns!
Thank you for your help and efforts @Pavel @CG-Team, please downgrade this disgusting casino.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Lutze333,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Pavel Kaczynski
www.kpvfaw.com
