Good evening, I registered on the snatch casino website because I saw here on the casino guru website that the website's reputation was good. so I registered and soon after on the 05/03th I made my first deposit in the amount of 200 reais. I started playing so I won an amount that I thought was better to withdraw because I didn't need the bonus I played with my money but before requesting the withdrawal on the site I verified my account which took more than 48 hours. After my account was verified, I made the withdrawal request by pix because my deposit was made by pix. I waited about 3 days and nothing on the withdrawal then I received an email from the site that to make my withdrawal I would need to send some documents to them but they asked for a document that the bank had no possibility of having because they asked for an extract with my address, email and bank details . In response to the email I sent my bank statement and a bank document containing my data, but they did not accept it and asked for the same document again in the same way, I sent them the print of my bank with my bank details account, agency, email and my cpf. explaining that he couldn't get the document the way they asked because it doesn't exist in the bank. I don't understand why they wanted the address because I had already sent the receipt for verification and my account was verified. So I'm asking the guru for help on this issue, which is clueless because after that I canceled the withdrawal to make another withdrawal at another bank that I have an account with and I had more data to send to them. I talked today with chat and always the same response that they could not do anything that this issue only the financial part would do. I ask for help with this issue because it is totally clueless what they ask and want in a single print because I sent several separate documents with the requested data. I am waiting for a response, I will send the prints and emails attached as proof, thank you and good night.

Boa noite fiz um registo no site snatch casino pois vi aqui no site do casino guru que a reputacao do site era boa. entao fiz o registro e logo depois no dia 05/03 fiz meu primeiro deposito no valor de 200 reais. comecei a jogar entao ganhei um valor que achei melhor fazer o saque pois nao precisei do bonus joguei com meu dinheiro so que antes de pedir o saque no site fiz a verificacao da minha conta o que demorou mais de 48 horas. Depois da minha conta verificada fiz o pedido de saque por pix pois meu deposito foi feito por pix. Aguardei uns 3 dias e nada do saque entao recebi um email do site que para fazer minha retirada precisaria enviar uns documentos para eles so que pediram um documento que nao tinha possibilidade de o banco ter pois pediram um extraro com meu endereco , email e dados bancarios . Em respos do email enviei meu extrato bancario e um documento do banco constando meus dados, so que eles nao aceitaram e pediram novamente o mesmo documento da mesma forma, eniviei para eles o print do meu banco com meus dados bancarios conta , agencia , email e o meu cpf. explicando que nao conseguia o documento da forma que eles pediram pois nao existe no banco . Nao entendo porque eles queriam o endereco pois ja tinha enviado o comprovante para verificacao e foi verificada minha conta . Entao estou pedindo ajuda do guru sobre essa questao que e sem nocao pois depois disso fiz o cancelamento do saque para fazer outro saque em outro banco que tenho conta e tinha mais dados para enviar para eles mesmo assim so obtive negativa. Conversei hoje com chat e sempre a mesma respota que nao poderiam fazr nada que essa questao so a parte financeira que faria. Peco ajuda para essa questao pois e totalmente sem nocao isso que eles pedem e querem em um so print pois enviei varios documentos separados com os dados pedidos . Fico aguardando resposta enviarei os prints e emails em anexo como prova obrigada e Boa noite.

Dear emiliabsb54,

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 that verifying your bank statement seems to be the only obstacle standing between you and successful verification? Did the casino clarify what was wrong with your document?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. 

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

Good afternoon Exactly what I explained my account was already verified but when I asked for the withdrawal they asked for this print with my account email address and etc. only the bank doesn't have that on a screen so I sent them my bank details and again I received them asking for all these so I canceled the withdrawal and made it to another bank that I have all the data in the print but even so they ask for the data of the other bank that I have already sent what I have to send because the address has already been verified in the account.

Boa tarde exato isso que expliquei minha conta ja estava verificada so que quando pedi o levantamento eles pediram esse print com minha conta endereco email e etc. so que o banco nao tem isso de uma tela so enviei para eles meus dados bancarios e novamente recebi pedindo todos esses entao cancelei o levantamento e fiz para outro banco que tenho todos os dados no print so que mesmo assim eles pedem os dados do outro banco que ja enviei o que tenho de enviar pois endereco ja foi verificado na conta .

Good afternoon, I will now send the print that my account will be verified and the problem is only in the part that they ask from the bank that I already sent my data as a print and it was not solved.

Boa tarde vou enviar agora o print que minha conta vou verificada e o problema so esta na parte que eles pedem do banco que ja enviei meus dados como print e nao foi resolvido.

Thank you very much, emiliabsb54, for your cooperation. I will now transfer your complaint to my colleague Natalia ([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.  

Hi emiliabsb54,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Snatch Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Can you confirm receiving all the necessary documents for the final verification? Are there any reasons for lengthy checks?

Looking forward to hearing from you.

Best wishes,

Natalia

Dear emiliabsb54,

We are waiting for you to take a screenshot from your personal account in the bank where your address will be visible, we have notified you about this several times, today we sent you an email again. For a better understanding, we will translate our request here and send an example screenshot that we expect from you.

Please provide a screenshot from your online bank (account number: 2*******-8) with your residential information.

Dear Snatch Casino, thank you for the response.

Dear emiliabsb54, would you please provide the casino with the requested information? Are you able to take such a screenshot from your bank account?

Regards,

Natalia

I already sent a print, but now I sent the opening document for my account with everything in the account, address, my documents, membership and etc. They want a print of the account with an address that is not available at my bank so I sent my account opening contract with all the data, unfortunately I don't think they want to pay because after sending this document they keep insisting with the request, I don't understand.

Ja enviei print so que agora enviei o documento de abertura da minha conta constando tudo conta, endereco, meus documentos , filiacao e etc pedi para meu banco enviar isso para constar tudo da conta mesmo assim eles ainda ficam pedindo o mesmo que nao tem que eles querem um print da conta com endereco isso nao tem no meu banco por isso enviei meu contrato de abertura de conta com todos dados , infelizmente acho que eles nao querem e pagar pois depois de enviar esse documento contunuam insistindo com o pedido nao entendi .

NO NEED TO EXAMINE AGAIN I WILL NEVER PLAY ON THE SITE AGAIN BECAUSE THEY ACT IN MA FE AND KEEP ASKING FOR UNNECESSARY DOCUMENTS AND EVEN THEN SEND IT AND THEY DIDN'T VERIFY MY ACCOUNT SO I DON'T WANT TO INSIST ANY MORE I WILL CANCEL THE ACCOUNT I JUST WANT OTHER PEOPLE TO KNOW WHAT USED A LOT OF MA FE .

NAO PRECISA MAIS EXAMINAR NAO JOGAREI NUNCA MAIS NO SITE POIS ELES AGIRAM DE MA FE E FICARAM PEDINDO DOCUMENTOS DESNECESSSARIOS E MESMO ASSIM ENVIE E ELES NAO VERIFICARAM MINHA CONTA ENTAO NAO QUERO MAIS INSISTIR VOU CANCELAR A CONTA SO QUERO QUE AS OUTRAS PESSOAS FIQUEM SABENDO DO QUE USOU MUITO DE MA FE .

Dear emiliabsb54, I totally understand your frustration, but I hope that we'll learn more details from the casino, so I'd like to ask you to be more patient and let us keep investigating your case. I'm sure that the casino representative would also agree to help you.

Dear Snatch Casino, the player claims it's impossible to make a screenshot from her online banking that you require, so she sent this information in another format. Would you please confirm that you received her documents, where the address is mentioned?

Regards,

Natalia

Dear Guru,

Our other clients who use this payment method did not have similar problems. The client responded to our last letter by refusing to provide documents, after that he canceled the withdrawal request and lost the funds that he had on his balance. Now the player's balance is 0 BRL.

Dear Snatch Casino, thank you for this information.

Due to the aforementioned reasons, this complaint will now be rejected, since we cannot keep resolving the case when the player doesn't want to cooperate with the casino and gambles the whole balance away before the issue is solved and the complaint is closed.

Dear emiliabsb54, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia