The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player expressed frustration over a lack of progress regarding the KYC verification process, which was causing repeated cancellations of their withdrawal requests. After multiple communications with the casino and the Complaints Team, the player ultimately requested to close the complaint, feeling that no solution was forthcoming. The complaint was rejected as per the player's explicit request.
Snatch Casino - Player’s winnings haven’t been received yet.
Amount: €850
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello,
I've been playing at Snatch Casino for a while now and have never had any problems before switching providers.
On April 16, I made a deposit of 30 euros with a bonus of 100% or 150% (I'm not sure anymore). I wagered the bonus and had a balance of over 1100 SND after wagering the bonus.
Due to the bonus conditions, I was only able to convert 570 SND into USDT and the rest was canceled.
I then continued playing with the 570 USD and stopped playing when my balance reached 960 USD and requested a withdrawal.
There I saw that I could only withdraw in USDT, so I created a wallet and withdrew 25 USDT as a test (it's a new wallet).
The money was in my wallet within a few minutes. Then I wanted to withdraw the remaining amount.
The next day I saw that the payout had been canceled without any information.
In the chat I was told that everything is checked for fair play.
I've been waiting ever since.
Automatic translation:
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Casino Analyst & Complaint Specialist
Public
2 months ago
Dear KevBen33,
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.
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Casino Analyst & Complaint Specialist
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2 months ago
Dear KevBen33, have you received the money? Can we consider the case resolved?
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Casino Analyst & Complaint Specialist
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2 months ago
Dear KevBen33, has the casino informed you how long the fair play check is expected to take?
Could you please confirm whether you currently have any pending withdrawals on your account?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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2 months ago
Translation
No, like all players with this FairPlay problem, I was not given any precise information about how long the review would take.
14 days, in some cases even longer.
I can't make withdrawals because this feature is blocked. See screenshot
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Casino Analyst & Complaint Specialist
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1 month ago
Dear KevBen33, since more than 14 days have now passed, have you received any update from the casino regarding the status of the fair play review?
Could you please let us know which games you were playing before and after completing the bonus wagering?
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1 month ago
Translation
Hello,
no, everything is unchanged.
There were a lot of games and I couldn't do it individually.
no limit, hacksaw and pragmatic.
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Casino Analyst & Complaint Specialist
Public
1 month ago
Dear KevBen33, have you contacted the casino to ask why the fair play check is taking longer than promised? If so, did they give you any explanation or update about the delay?
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1 month ago
Translation
You know full well that the casino does not provide me with any relevant information.
You must all know the standard emails.
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1 month ago
Translation
There is no fair play test, hence my complaint.
In case of an audit the credit balance is blocked not the payout
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Casino Analyst & Complaint Specialist
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1 month ago
Thank you very much, KevBen33, for providing the necessary information. 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.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear KevBen33,
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
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Casino representative
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1 month ago
Dear KevBen33 and Mirka,
We fully recognize the sensitivity of this matter and want to reassure you that we’re doing everything we can to resolve it promptly.
Our team is currently carrying out a detailed review, and we expect to have it completed soon. We truly appreciate your patience and understanding throughout this process.
Thank you once again for your trust and cooperation. If you have any questions or need further assistance, please don’t hesitate to contact us at any time.
Respectfully,
Snatch Casino Representative
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1 month ago
Translation
Which provider?
I am in the fortunate position of being friends with a casino operator who is listed here (he does not want to be mentioned). He has the white list and the MGA license and operates several casinos.
He told me that a provider request is processed differently than described here.
There is no lock on withdrawals!
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Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Snatch Casino,
Thank you for your reply. We will be waiting for the results of the review.
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1 month ago
Translation
The provider check has just been "successfully completed"
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Casino Analyst & Complaint Specialist
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1 month ago
Thank you for the update, KevBen33.
Would you be able to complete a withdrawal now?
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1 month ago
Translation
The payout was canceled again by the casino, as was the case with all other players.
Verification even though the account is verified
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Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Snatch Casino,
Could you please clarify, why the player's withdrawal got cancelled?
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Casino representative
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1 month ago
Dear KevBen33 and Mirka,
According our Terms and conditions:
7.4. We reserve the right to carry out verification procedures for each Player at first withdrawal and anytime further, depending on our internal decision without any explanations to the Player about the reasons for such request. Such verifications may for example include copies of a Player’s passport, national Identity Card, copies of a Player’s utility bills, and/or copies of the debit/credit cards used to deposit.
7.10. We reserve the right to use additional procedures and means to verify Player’s identity (Know Your Client) when effecting deposits into the Player’s account at any stage, including the first deposit.
Respectfully,
Snatch Casino Representative
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1 month ago
Translation
No progress since April
How long will the KYC take? 
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Casino Analyst & Complaint Specialist
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1 month ago
Dear KevBen33,
Could you please confirm, if you have been able to submit all of the requested documents?
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1 month ago
Translation
please close the complaint this is so ridiculous
I have to provide proof here and the casino posts copy paste replies.
I donate my balance to the casino
CasinoGuru wasted a lot of time without a solution…
All the best to you….
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Casino Analyst & Complaint Specialist
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1 month ago
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
