The player from the United Kingdom successfully completed the KYC process and initially withdrew funds without issues. However, after winning €5,100 and attempting to withdraw in increments, he experiences delays without explanation since the platform switched, receiving messages about a game review and no replies to his emails for over a month.
Snatch Casino - Player's withdrawal has been delayed.
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
Opened
Current status
Waiting for casino to reply
6d 12h 5m 1s
Case summary
11 hours ago
Public
Novice
Public
2 months ago
Translation
Hello, I've been playing with this provider for a while and never had any problems. I've deposited often and withdrawn a few times, always without issues. KYC was completed and confirmed a long time ago. Then I won a relatively large amount of around €5,100, and because of the €400 withdrawal limit, I started withdrawing the money in increments. The first €800 came in without any problems. But then Snatch switched platforms, and since then I haven't been able to withdraw anything. I keep getting the message that "my game is being reviewed by the game developer," which I've never experienced before, and I haven't received any replies to emails, and this hasn't happened for over a month. I'm starting to think the casino has been sold, and the new owner doesn't want to pay out existing players' balances, and the message that something is being reviewed is just a delaying tactic, because I could play with this money without any problems. If you are wondering why I am talking about euros when the amount in dispute is in dollars, that is because during the changeover from the platform my balance was simply exchanged for dollars.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Bluefish84,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you in the best way possible, could you please provide the following information?
- What game did you play to accumulate your most recent winnings?
- Are there any pending withdrawal requests currently in your casino account?
- Did you accumulate your winnings with or without a bonus?
- Have you attempted to reach customer support via chat regarding this issue? If so, what responses have you received?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Novice
Public
2 months ago
Translation
Hello,
I played either the game "Lucky Ducky" or the game "Wild Card Gang," both from BGaming. Unfortunately, I can't check it anymore because of the platform change.
No, there are no pending withdrawals because I cannot make any withdrawals as described above.
The winnings were achieved with real money.
Yes, I wrote in the chat but the only response I got was that I had to wait because the whole thing was being checked.
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the investigation of your gameplay at [email protected], or post screenshots here.
Public
Novice
Public
1 month ago
Translation
Hello, there wasn't really much communication. I don't remember the live chat conversations, but they were few and constructive. I was always just put off and told to wait. And I didn't receive any response to my emails.
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thank you very much, Bluefish84, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello, Bluefish84!
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!
Public
Casino representative
Public
1 month ago
Dear Bluefish84 and Pavel,
We fully recognize the sensitivity of your situation and want to reassure you that we’re doing everything in our power to resolve it as swiftly as possible.
Our team is currently carrying out a thorough review, and we hope to have everything finalized soon.
Your patience and understanding during this time are truly appreciated.
Thank you once again for your trust and cooperation. If you have any questions or need further assistance, please feel free to reach out to us at any time.
Respectfully,
Snatch Casino Representative
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Snatch Casino, has there been any progress in your review?
Public
Casino representative
Public
4 weeks ago
Dear Bluefish84 and Pavel,
Please be advised that we have completed checking.
Our anti-fraud team has no further questions for you, and the check has been successfully passed.
Respectfully,
Snatch Casino Representative
Public
Casino Analyst & Complaint Specialist
Public
4 weeks ago
Thank you, Snatch Casino!
Bluefish84, please, tell if you are able to withdraw your funds and let us know when you will do so!
Public
Novice
Public
4 weeks ago
Translation
Hello, I can now withdraw my money (in €1,000 increments). I have requested my first withdrawal and will post here as soon as I receive the money. Many thanks to the Casinoguru team for their help.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Bluefish84, how is the progress on your withdrawals?
Public
Novice
Public
2 weeks ago
Translation
Hello, my withdrawal was reversed and a KYC was requested (but I was already verified under the old operator). I have complied with the KYC and will get back to you as soon as there is any news.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Bluefish84, have you withdrawn your funds yet?
Public
Novice
Public
1 week ago
Translation
Hello, unfortunately I am still in the process of requesting this new verification. I have already sent my documents three times to the email address provided in the chat ([email protected]), but I never get a response by email. I always have to ask in the chat and am told to send it again.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Can you please, send the documents and include me in the recipients list ([email protected]), so I have the evidence that you sent them and can confront the casino with it?
Public
Novice
Public
1 week ago
Translation
Hi, I sent it again and put you in the CC.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Thank you, I have received it!
Snatch Casino, please, let us know if your KYC team have received the e-mail as well.
Public
Casino representative
Public
12 hours ago
Dear Bluefish84 and Pavel,
We would like to kindly inform you that earlier today, you should have received a message from our KYC department requesting some additional documents.
At your earliest convenience, we kindly ask you to review the message and provide the requested information. Once received, we will ensure that your request is processed as promptly as possible.
Thank you in advance for your cooperation. If you have any questions or need any assistance, please don’t hesitate to reach out.
Respectfully,
Snatch Casino Representative
Public
Casino Analyst & Complaint Specialist
Public
11 hours ago
Snatch Casino Representative, are you able to tell what documents are required and why?
Snatch Casino has 6d 12h 5m 1s to reply
