Good evening! On 31/10, I requested a withdrawal from Snatch Casino as the documents they asked for were successfully verified. Today, they asked for and I sent through ebanking my IBAN, a photo of the card, personal details as they appear on the bank, and they are not accepting it. I don't understand exactly what they want...

Καλησπ?ρα σα? !Στι? 31/10 ζητησα αναληψη απο το snatch casino εφ?σον τα ?γγραφα που μου ζ?τησαν ταυτοποι?θηκαν με επιτυχ?α.Σημερα μου ζ?τησαν και εστειλα μεσα απο το ebanking IBAN φωτογραφ?α τη? καρτα? προσωπικα στοιχε?α οπω? αναγρ?φονται στην τρ?πεζα και δεν τα δ?χονται.Δεν καταλαβα?νω τι ακριβ?? ζητ?νε...

Hello Vickykar52,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Vickykar52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning! On 10/30 when I requested withdrawal, the 1st stage of verification had to be done with the driver's license with a PPC account and a selfie. Which were successfully verified immediately. On 31/10 they asked me for a photo of the card I made a deposit, personal information as shown in the bank, bank identifier and IBAN number. all documents were official as issued by the bank. Only the photo of the card was accepted. For the rest they asked to be done with a screen method, as they also ask for tax-free. With the above method, very sensitive financial data that do not concern any betting company appear. Only the specific one asks in this way. Unacceptable

Καλημ?ρα σα?!Στι? 30/10 οταν ζητησα αναληψη ?πρεπε να γ?νει το 1σταδιο επαλ?θευση? με το διπλωμα οδηγηση? με ενα λογαριασμ? τη? ΔΕΗ κ μια σελφι.Τα οπο?α επαληθε?τηκαν με επιτυχ?α κ Αμεσα . Στι? 31/10 μου ζ?τησαν φωτογραφ?α τη? καρτα? που εκανα καταθεση, προσωπικ? στοιχε?α οπω? φα?νονται στην τρ?πεζα,αναγνωριστικο τραπεζα? κ τον αριθμ? IBAN.ολα τα ?γγραφα ?ταν επ?σημα οπω? τα εκδ?δει η τρ?πεζα.Δεκτα ?γινε μονο η φωτογραφ?α τη? καρτα?.Για τα υπ?λοιπα ζητησαν να γ?νουν με screen μ?θοδο οπω? επ?ση? ζητο?ν κ το αφορολογητο.Με την παραπ?νω μ?θοδο φα?νονται πολυ ευαισθητα οικονομικα στοιχε?α που δεν αφορο?ν καμια στοιχηματικη εταιρε?α.Μονο η συγκεκριμ?νη ζητα με αυτον τον τρ?πο.Απαραδεκτο

Hello Vickykar52,

As the 2 week recommended period has now passed, can you please advise if there's been any update regarding your verification?

Dear Vickykar52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good evening! no, I don't have any information about the verification or anything else from the company.

Καλησπ?ρα σα?! οχι δεν εχω καποια ενημ?ρωση σχετικ? με την επαλ?θευση η οτιδ?ποτε αλλο απο την εταιρε?α.

Thank you Vickykar52 for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Vickykar52 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snatch Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear Guru and Vickykar52,

We are waiting from the client a document confirming the ownership of the IBAN account. A letter with an example and instructions was sent earlier and now.

I have just sent you the document as per your example.

Σα? ?στειλα μ?λι? το ?γγραφο σ?μφωνα με το παρ?δειγμα σα?.

Thank you very much for the update. Please keep me informed about any further developments.

Thank you very much for the continuous support of interest as well as for the Immediate solution of the matter.. the company accepted the document and I was informed that it will proceed with the withdrawal.. I will inform you when the payment is made.

Σα? ευχαριστ? πολ? για την διαρκ? στ?ριξη ενδιαφ?ροντο? οπω? και για την ?μεση λ?ση του θ?ματο?..η εταιρε?α δ?χτηκε το ?γγραφο και ειχα ενημ?ρωση οτι θα προχωρ?σει την αναληψη..θα σα? ενημερωσω ?ταν γ?νει η πληρωμ?.

Dear Vickykar52, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Thank you for your cooperation!

Good evening!The casino has completed the withdrawal!Thank you very much!

Καλησπ?ρα σα?!Το καζ?νο ολοκληρωσε την απ?συρση !Σα? ευχαριστ? πολ?!

Dear Vickykar52,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter