Sehr geehrtes Support-Team,

ich m?chte mich bezüglich eines anhaltenden Problems mit meiner Auszahlung melden. Mein Konto ist vollst?ndig registriert und verifiziert, und bei der letzten Auszahlung gab es keinerlei Schwierigkeiten.

Aktuell ist die Auszahlungsfunktion jedoch entweder ausgegraut oder es erscheint eine Fehlermeldung mit dem Hinweis, dass meine vorherigen Eins?tze vom Spielanbieter auf Fairness überprüft werden. Laut Auskunft Ihres Chats sollte dieser Vorgang maximal zwei Wochen dauern – inzwischen warte ich jedoch deutlich l?nger, ohne dass sich etwas ?ndert oder mir eine klare Auskunft gegeben wird.

Dear Imbaa999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please clarify the following points?

• What game or event is being investigated by the casino?
• Did you accumulate your most recent winnings with or without a bonus?
• When was the last time you communicated with customer support regarding the review of your gameplay?
• 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

Danke für die Antwort, angeblich wird das Spiel auf ,,Fairness überprüft‘‘. Ich hatte einen Einzahlungsbonus gespielt, den ich via Mail bekam. Der Support antwortet nur via Chat, dass letzte mal vor ein paar Tagen.

Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports? If possible, state the exact names of the games or events you participated in.

Could you kindly forward me the bonus offer you activated and played with? My email address is [email protected].

Thank you for your patience and cooperation.

Hallo Veronika, ich wollte nur nochmal daran erinnern, dass ich die Details via Mail geschickt habe.

Thank you very much, Imbaa999, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([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.

Hello Imbaa999, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Snatch Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear Imbaa999 and Matej,

We completely understand how sensitive this situation is and want to assure you that we are doing everything possible to resolve it as quickly as we can.

At the moment, we are conducting a thorough review of the case and hope to complete it shortly. We sincerely appreciate your patience and understanding during this process.

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

Angegeben waren 2 Wochen Untersuchung. Jetzt sind es über 6 Wochen, es ist auch gar nichts zu kontrollieren, ich habe schnell gewonnen und das war’s. Das ist Schikane

Thank you for the update, Snatch Casino Representative! Please, let us know as soon as possible what is the final ruling regarding the KYC verification. You can always send me any evidence or sensitive information directly via e-mail at [email protected], if needed.

Dear Imbaa999 and Matej,

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

Also ich habe keine Mail erhalten.

Dear Snatch Casino Representative, does this mean you have sent a written letter by post? I certainly was not CCed into any e-mails sent to the player, only got a message from Nicky that requesting KYC before withdrawal is a standard procedure - which i know about and is completely fine with us.

Dear Imbaa999, please let me know if you have received any kind of KYC e-mail from the casino by now. If not, please double-check the address provided when setting up your casino account, as they may have sent a letter there.

Dear Imbaa999 and Matej,

Thank you for your patience, and we sincerely apologize for any inconvenience caused. We will double-check the situation to ensure everything is being handled correctly. Please rest assured that we’re doing our best to resolve this and will keep you updated as soon as we have more information.

Respectfully,

Snatch Casino Representative

Dear Matej,

Thank you for providing the requested document.

We have forwarded all the information to our KYC department.

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

Respectfully,

Snatch Casino Representative

Hallo Matej, ich habe vor ein paar Tagen eine Mail erhalten wo ich meinen Reisepass schicken sollte als auch Einzahlungsnachweise. Diese habe sofort erbracht. Geld habe ich noch keins erhalten.

Thank you very much for keeping me up to date, Imbaa999 , much appreciated.

Dear Snatch Casino Representative, can you please check the provided documents and let us know once the payment has been processed on your end - or if anything else needs to be done beforehand? Thank you.

Dear Imbaa999,

Thank you very much for providing the requested documents. We greatly appreciate your prompt cooperation and the time you’ve taken to complete this step.

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

Dear Imbaa999, please let us know once the additional documents have been provided, or if there are any further issues with the KYC process. Thank you.

Habe jetzt die neuen Anforderungen schon wieder erledigt… irgendwann ist doch jetzt aber auch mal gut …

Dear Imbaa999 and Matej,

Thank you for providing the requested document.

We would like to inform you that we are now awaiting the remaining information needed to proceed with the verification. Once all required documents are received, we will ensure that your request is processed as quickly as possible.

If you have any questions or need assistance, please don’t hesitate to reach out.

Respectfully,

Snatch Casino Representative

das ist Quatsch, ich habe am 25.06 die Selfies mit dem Casino in Hintergrund erbracht und grade kam die Mail das die Dokumente erhalten wurden.

es zieht sich wie ein Kaugummi so nervig

Since I have not been CCed into any of the e-mails, I can't confirm or deny what has been sent and whether it should be sufficient for the ongoing KYC procedure.

Dear Snatch Casino Representative, could you please let us know what documents is the casino waiting for, or if there is any other problem delaying the whole process? Thank you.