Hello, I made a withdrawal on 15.05.2025 worth 800 euros, I waited 3 days for them to process it and then rejected it on the grounds that the game session must be verified within 14 days before I can make the withdrawal. I should mention that they have not yet asked me for documents for verification, even though I have sent absolutely everything that is needed. Please tell me what to do? Thank you.

Dear ivanvictor537,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear ivanvictor537,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, just today I wrote in the chat to snatchcasino that the 14-day period for verifying the game session has passed, why can't I still make the withdrawal, and they told me that they would send it to the authorized department and that was the answer, nothing more.

Tomorrow will be 15 days. I would like to know what to do if it doesn't work because I deposited money here and I want to withdraw my winnings of 800 dollars. I haven't played since they put me on hold because I'm afraid.

Dear ivanvictor537, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

they keep telling me the same things, look, please help me

Dear ivanvictor537, could you please let us know if you have received any updates from the casino? Has the situation changed in any way?

Please believe me that I write to them daily in chat or email and they answer me the same way, so be patient, as soon as they deal with it I will be notified, but it's been almost a month and they still answer the same way with the same things, nothing has changed.

Thank you very much, ivanvictor537, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.

Hello there,

Thank you ivanvictor537 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 what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear all,

We have checked the account, and currently, there are no funds available on the balance, and there are no active withdrawal requests at this time.

Should you need any further information, feel free to let us know.

Respectfully,

Snatch Casino Representative

Thank you for the update Snatch Casino representative.

Dear ivanvictor537, were you able to withdraw your funds in the meantime? Please keep me informed about any further developments.

Dear ivanvictor537,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
www.kpvfaw.com