I have already tried several times to submit my documents for withdrawal, what happens is that I am asked for a screen capture with data relating to my account, and I send this capture but the address is missing, because on the bank's website there is no appears, and the department is not helping me to solve the problem

Já tentei por diversas vezes submeter os meus documentos para levantamento, o que acontece é que me é solicitada uma captura de ecram com dados relativos à minha conta, sendo que envio essa captura mas fica a faltar a morada, pois no respetivo site do banco n?o consta, e o departamento n?o me está a ajudar para resolver o problema

Dear Luiscaeiro02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly verification of your payment method is the last obstacle before you are allowed to withdraw your winnings? Did you try contacting your bank in order to include your address on the document?

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,

Tomas

Yes, I contacted the bank and they said that the address does not appear on the respective page, only on the account statement

Sim entrei em contato com o banco e eles disseram que a morada n?o aparece na respectiva página, apenas no extrato da conta

I have already tried to contact the financial department, and I have sent other documents to prove my data, but they do not respond.

Já tentei entrar em contato com o departamento financeiro, e enviei outros documentos a comprovar os meus dados mas eles n?o me respondem

Do I understand correctly the problem currently for you is that you are unable to submit any more of your documents to the casino? Do I understand correctly the bank statement can be accessed directly in your banking application on your phone? Have you considered sending a video of you accessing the bank application showing your personal information and the list of the transactions to the casino?

When exactly did you contact the financial department of the casino, please? Did they reply to you since your last message?

The problem with the documents has already been solved, now the problem is payments, I already have withdrawals pending for six days

O problema dos documentos já foi resolvido, agora o problema s?o os pagamentos, já tenho levantamentos pendentes á seis dias

Could you please specify which payment method have you opted for? Did the casino specify how long will the withdrawal take and what might be causing the delay?

Bank transfer, the problem is that withdrawals are still pending for four / five days. I try to contact the financial department of the casino but they never answer

Transferência bancária, o problema é que os levantamentos ainda est?o pendentes à quatro/ cinco dias. Tento contactar o departamento financeiro do casino mas nunca responde

Thank you very much, Luiscaeiro02, for providing the necessary information. I will now transfer your complaint to my colleague Endri 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, Luiscaeiro02, 

I am sorry to hear that your withdrawals have been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Snatch Casino's representative to join this conversation and participate in the resolution of this complaint. 

Dear Snatch Casino, 

Could you please state the reason why the player's withdrawals have not been completely processed yet, and what is the estimated time frame for processing the payment? 

Thank you in advance for providing the information. 

Dear Guru,

Funds have been withdrawn, there are no withdrawal requests at the moment.

Dear Luiscaeiro02,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you. 

I will keep this complaint open pending your confirmation of a successful withdrawal or an update. 

Please let us know as soon as you receive the payment. 

I have already received some withdrawals, but I still have pending withdrawals.

Já recebi alguns levantamentos, mas continuo com levantamentos pendentes.

Dear Luiscaeiro02,

Can you provide the details of the amount you've already received and the remaining amount pending in withdrawal requests inside your account? Thank you.

I currently have €1200 pending

Neste momento tenho 1200€ pendentes

Since the disputed amount of this complaint was €850, could you please advise from when is your recent withdrawal request of €1,200 pending inside your casino account? Thank you.

Good morning, the said casino continues with the delay in payments. We have to wait a long time to receive the money

Bom dia, o referido casino continua com a demora nos pagamentos. Temos que aguardar bastante tempo para receber o dinheiro

I have pending withdrawals since the 5th and 6th.

Tenho levantamentos pendentes desde o dia 5 e 6.

I fully understand your frustration, Luiscaeiro02. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Luiscaeiro02,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.