The player from Germany requested a withdrawal two months ago after winning. He has only been able to withdraw €500 since then, as subsequent withdrawals are blocked pending a KYC check, which has been ongoing for six weeks despite submitting required documents. He suspects a deliberate delay in processing his payouts.
Snatch Casino - Player's withdrawals are delayed due to KYC process.
Snatch Casino
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8.9
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Opened
Current status
Waiting for casino to reply
5d 17h 11m 13s
Case summary
yesterday
Public
Complaint Resolution Center Team Lead
Public
4 weeks ago
Dear seanlinden,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at the casino.
In order to better understand your situation and assist you further, could you please provide answers to the following questions:
- Do I understand correctly that you currently don't have any pending withdrawals?
- What specific documents has the KYC department requested from you during this process? Do I understand correctly that you haven't received any confirmation regarding the completion of your KYC check from the casino?
- Did you accumulate your winnings with or without an active bonus?
Your cooperation in providing these details will help us investigate and work towards a resolution. It is essential for us to gather this information to effectively mediate your concerns with the casino.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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.
Public
Junior Apprentice
Public
4 weeks ago
Translation
Good day,
correct. I have no pending withdrawals because it is blocked: "Withdrawal not possible
You must complete the verification process (KYC). Contact customer service for further assistance.
The following documents were requested (one after the other, not all at once): Transfer receipt from the deposit as PDF, ID (front and back) as PDF, selfie with the ID in hand and the Snatch website in the background, image of the bank card as PDF
The winnings were accumulated without a bonus. The bonus was canceled before withdrawal.
Best regards and thank you very much!
Automatic translation:
Public
Junior Apprentice
Public
3 weeks ago
Translation
Good day,
I just received an email:
Dear Player,
So we can proceed with the verification procedure, please provide the confirmation that you are the owner of the bank account **************** from which you made transactions to our platform, thank you.
I've already provided several pictures of my bank card and bank statement, as well as a screenshot from my online banking. Everything continues to be delayed.
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Public
Complaint Resolution Center Team Lead
Public
3 weeks ago
Thank you very much for your reply, seanlinden. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Public
Junior Apprentice
Public
3 weeks ago
Translation
Thank you for your reply. I've just forwarded all the important emails, including attachments. You can also see here that KYC support always takes forever. Unfortunately, regular support is of no help in this case.
Thank you in advance for your help!
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Public
Junior Apprentice
Public
2 weeks ago
Translation
No response from KYC. I submitted everything, and there's no response.
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Public
Complaint Resolution Center Team Lead
Public
2 weeks ago
Thank you very much, seanlinden, for your cooperation. 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.
Public
Junior Apprentice
Public
2 weeks ago
Translation
Thank you very much. @Mirka: I haven't received a response from the KYC team via email for eight days. Support keeps saying the same thing: "We've forwarded it with priority." I've been waiting for the KYC check for eight weeks now, and since mid-March, for the ability to withdraw again.
Please involve Snatch Casino so I can finally cash out my winnings.
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Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear seanlinden,
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
Public
Junior Apprentice
Public
2 weeks ago
Translation
It's truly unbelievable. I've already sent my bank card, which shows my name and IBAN, as well as a screenshot of my online banking, which also shows both.
Now the following was requested again:
"You need to send a confirmation of ownership of your bank account, whereby your full name would be visible. Have you sent the document in a good form whereby your full name is visible since 18th June ?"
This has already happened twice. I've now resent it and expect a response soon.
My winnings have been withheld for three months, and I'm constantly requesting new payouts. However, responses are very sporadic. These two facts make it impossible to make a quick withdrawal.
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Public
Junior Apprentice
Public
1 week ago
Translation
Hello Mirka,
Unfortunately, no one has contacted me yet, and I haven't received a response from KYC to my last request for the bank document. It's still being postponed, and we're now almost nine weeks into the KYC verification process. Before that, there was the provider verification. In total, I've been waiting since March for my winnings to be paid out. Almost four months.
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Public
Casino representative
Public
1 week ago
Dear seanlinden,
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
Junior Apprentice
Public
1 week ago
Translation
Dear Snatch Casino, dear Casino Guru Team,
Unfortunately, I didn't receive an email again and had to proactively contact support to obtain the necessary information. This slow communication also leads to the withdrawal process being artificially prolonged.
I just sent the email immediately, and I expect it to be processed today! Nine weeks of the KYC verification have already passed, and Casino Guru is still doing nothing to finally stop Snatch Casino from continuing these business practices. It's a disgrace.
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Public
Junior Apprentice
Public
1 week ago
Translation
By the way, a document confirming my address was requested.
The following items were requested over the course of the 9 weeks:
-Image of identity card
-Image of the bank card
-Bank statement with IBAN and name
-A selfie with your ID in front of the Snatch Casino website
-Confirmation of address
I probably even forgot something.
The worst part is that not everything is requested at once. New documents are requested repeatedly. However, you are rarely notified via email; instead, you have to request the data manually through support.
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Public
Junior Apprentice
Public
1 week ago
Translation
Five days have passed without a response from KYC. Support just keeps coming up with the same excuses. These processing times are unacceptable. I've been waiting for almost four months.
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Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear Snatch Casino,
From the player's side, there seems to be problem with verification process taking longer than expected.
While we fully understand the importance of clear documentation for compliance and security reasons, from the player's perspective, this extended delay followed by a late request understandably feels frustrating.
We kindly ask that expedite the verification process from this point forward, so the player can receive a resolution as soon as possible. Your cooperation in helping move things along would be greatly appreciated.
Please notify us about the results of the KYC process as soon as possible.
Thank you in advance for your cooperation.
Public
Casino Analyst & Complaint Specialist
Public
yesterday
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.
Snatch Casino has 5d 17h 11m 13s to reply
