Hello erolighed,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Since when are your withdrawals pending and when was the last time you received money from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello erolighed,

Please keep in mind that withdrawals may take up a few days to be reflected on your bank account. Did you ask the casino support by mail why is your account closed?

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

Wish you best luck resolving it.

Regards,

Nick

Hello erolighed,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Snatch Casino representative to join this conversation and participate in resolving this complaint.

Dear Snatch Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear Guru and erolighed,

On our part, all funds in the amount of 5,700 euros were sent to the client, we will additionally contact the payment system on our part to check everything.

We also add that the client’s account was never blocked, it was only frozen due to a large number of unsuccessful login attempts (entering the wrong password).

Hello erolighed,

Did you manage to log in to your account again? Are your withdrawals in a processing state or you have already received some funds?

I am looking forward to your response.

Dear Snatch Casino,

Could you have a look at the player's casino account and help him with the frozen account? Please, keep us updated.

I'll be awaiting your reply.

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.

Hello erolighed,

Did you manage to provide the casino with a bank statement?

I'll be awaiting your response.

Hello erolighed,

Thank you for your response and the information provided.

Dear Snatch Casino,

Could you upload the proof of transfer here?

I'll be awaiting your reply.

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.

Dear Guru,

We sent proof of payment to you on January 26 at [email protected], unfortunately, we cannot post it on the website. Can you please check?

Hello erolighed,

I have reviewed the evidence provided by the casino, and 5700€ was paid to the Player.

Is there anything else I can help you with?

Hello erolighed,

I would love to provide you with proof of payment, but I am afraid I cannot share the internal evidence provided by the casino.

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,

Stefan, www.kpvfaw.com