Snatch Casino - Il prelievo del giocatore è bloccato e l'accesso all'account è limitato.

Dear Casino Guru Team, I won a good five-figure sum at Snatch Casino (I also captured my winnings with screenshots). I tried to withdraw in increments of several thousand, but all withdrawal attempts were canceled, and I received the message "KYC documents must be submitted."

After I was able to chat with an employee on my phone, he informed me that they needed an ID card (front and back) and a selfie with the page open.

Documents have now been submitted, still waiting for response

Additionally, I haven't been able to log in since the chat. I've reset my password, and it works via email, too. Chat support isn't addressing my issue.

As soon as I try to log in, it says "Invalid email or password. Check or reset password."

I hope the Casinoguru team can help me now.

MFG 🙂

Sehr geehrtes Casino Guru Team, ich habe einen guten 5 stelligen Betrag im Snatch Casino gewonnen (gewinne habe ich auch mit Screenshots festgehalten). Ich wollte nun in mehreren 1000er Schritten auszahlen, dann wurden alle Auszahlungsversuche storniert und die Info "KYC Dokumente müssen eingereicht werden".

Nachdem ich vom Handy aus nun mit einem Mitarbeiter im Chat schreiben konnte, hat er mich darauf hingewiesen, dass sie Personalausweis Vorderseite / Rückseite und Selfie mit geöffneter Seite benötigen.

Dokumente wurden nun eingereicht, warte noch auf Antwort

Hinzu kommt dass ich mich seit dem Chat nicht mehr einloggen kann, Passwort Wiederherstellung wurde durchgeführt, klappt auch per E-Mail. Der Chat Support geht nicht auf mein Problem ein.

Sobald ich mich einloggen will steht wieder "Ungültige E-Mail oder Passwort. Überprüfen oder Passwort wiederherstellen".

Ich hoffe das Casinoguru Team kann mir nun weiterhelfen.

MFG 🙂

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at Snatch Casino.

To better understand your situation, could you please provide us with some additional information? The following questions may help clarify the issue:

• When exactly did you submit your identity documents to the casino for verification? Did you send them via email, or upload them directly to your casino profile?
• Have you tried accessing your account from a different device or browser?
• When was the last time you successfully logged into your casino account? Have you ensured that both your email address and password were entered correctly?
• What was the response of the casino customer support when you informed them of your problem with logging into your account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika, first of all thank you for taking my situation into account and thank you for the quick reply 🙂 !

I could only submit the KYC documents via email; uploading them to my profile (where I could still log in) was never possible. I completed this process completely on August 6th.

I tried accessing my profile from both my PC and my smartphone, but without success.

The last time I successfully logged in was on August 6th around 3 p.m. After I closed the chat with the employee regarding the KYC email address issue, I was no longer able to log into my account (4 p.m.).

I tried to reset my password via email. I received an email and was able to change my password, but I can't log in.

When I contacted customer service regarding the login issue, I was repeatedly told that I had to send my KYC documents to [email protected] My problem was not addressed there.

I am aware that the verification of the documents takes time, but of course I cannot log in at all

Best regards

[username hidden by Casino Guru]

Hallo Veronika, zunächst einmal Dankeschön dass Sie mich meiner Situation annehmen und danke für die schnelle Antwort 🙂 !

Die KYC Dokumente konnte ich nur per E-Mail übermitteln, im Profil war es (wo ich mich noch einloggen konnte) zu keiner Zeit möglich per Upload hochzuladen. Dies habe ich am 06.08 vollständig erledigt.

Ich habe versucht vom PC wie auch vom Smartphone auf mein Profil zuzugreifen, erfolglos.

Das letzte mal erfolgreich eingeloggt war ich am 06.08 gegen 15 Uhr. Nachdem ich den Chat mit dem Mitarbeiter bezüglich der Frage der KYC Mailadresse geschlossen habe, war es mir nicht mehr möglich mich in meinem Account einzuloggen. (16 Uhr)

Die Passwortwiederherstellung habe ich per Mail probiert, es kommt zwar eine E-Mail und ich kann mein Passwort ändern, aber ich kann mich nicht einloggen.

Als ich den Kundendienst bezüglich des Login Problems kontaktiert habe, wurde immer wieder darauf hingewiesen, dass ich meine KYC Dokumente an [email protected] übermitteln soll. Es wurde dort nicht auf mein Problem eingegangen.

Das die Überprüfung der Dokumente Zeit benötigt ist mir bewusst, aber das ich mich überhaupt nicht mehr einloggen darf natürlich nicht sein

Viele Grüße

[username hidden by Casino Guru]

The documents were sent to you on August 6, 2025 at 4:11 p.m., so I request that you process my submitted documents.

What is the problem and how long will the KYC verification process take?

Die Dokumente wurden 06.08.2025 um 16:11 Uhr an sie übermittelt daher bitte ich um die Bearbeitung meiner eingereichten Dokumente.

Um welches Problem handelt es sich und wie lange wird der KYC Verifizierungsprozess nun andauern?

On August 9, I received a response from Snatch Casino's KYC department that additional documents had been requested. I submitted these documents on August 9 at 2:17 PM. I am therefore still waiting for the KYC verification.

Am 09.08 habe ich eine Rückmeldung der KYC Abteilung vom Snatch Casino erhalten, dass weitere Unterlagen angefordert wurden. Diese habe ich am 09.08 um 14:17 Uhr übermittelt. Ich warte daher immer noch auf die KYC Verifizierung.

Dear Snatch Casino representative,

Thank you for reaching out and providing us with more information regarding the player's case.

Dear player,

Could you please specify which documents the casino requested from you for additional verification? Kindly forward me the most recent communication between you and the casino customer support regarding this issue at [email protected]. Thank you for your patience and cooperation.

Hello Veronica,

The other documents requested were proof of address and proof of bank account from which I made the deposit. Unfortunately, I haven't received a response yet. Additionally, the Snatch Casino site seems to be offline at the moment, and I still can't log in.

Hallo Veronika,

die weiteren angeforderten Dokumente waren ein Adressnachweis und ein Bankkonto Nachweis von dem ich die Einzahlung getätigt habe. Habe bis jetzt aber leider noch keine Antwort erhalten. Zusätzlich scheint sie Snatch Casino Seite aktuell offline zu sein bzw. ich kann mich weiterhin nicht einloggen.

Hallo Veronika,

heute kam die Nachricht:

"Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email, thank you for waiting in advance.

Kind regards"

Hello Veronica,

The site was back online today, so I was able to contact the chat again. They're beating around the bush again. I'm happy to send the chat history via attachment, which is once again unsatisfactory. Please help.

Hallo Veronika,

die Seite war heute wieder online, daher konnte ich den Chat wieder kontaktieren. Es wird wieder drum herum geredet. Via Anhang sende ich gerne den Chat Verlauf der wieder einmal nicht zufriedenstellend ist. Bitte um Unterstützung.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Veronika, thank you for forwarding my request. I'm curious to see what Kubo can do for me. Thanks!

Hallo Veronika, danke für die Weiterleitung meiner Angelegenheit. Dann bin ich gespannt was Kubo hier für mich tun kann. Danke!

There's another update. If I hadn't investigated further, I'm sure I wouldn't have received a response. They're now seriously trying to get my documents in English. This is, of course, completely unacceptable, since I have a German phone provider and a German bank account. Therefore, I hope you can help me further. I'm happy to provide you with proof of this via the email conversation attached.

Es ist nun mal wieder ein Update gekommen. Hätte ich nicht nochmal nachgeforscht, wäre bestimmt wieder keine Antwort gekommen. Sie wollen nun allen ernstes versuchen meine Dokumente in Englisch zu erhalten. Dies kann natürlich überhaupt garnicht sein, da ich einen deutschen Telefonanbieter und ein deutsches Bankkonto besitze. Daher hoffe ich sie können mir nun hier weiterhelfen. Via Anhang beweise ich Ihnen es auch gerne mit der E-Mail Konversation

Hi Kubo, a little update from me.

I've now submitted my address and bank account details in English and am waiting for a response. I hope something happens soon. Other casinos manage to complete everything, including KYC verification and payouts, within 24 hours. This casino is very slow.

Hallo Kubo, kleines Update meinerseits.

Ich habe nun die Adress und Bankkontonachweise in Englisch übermittelt und warte nun auf Antwort. Ich hoffe langsam passiert mal etwas. Andere Casino schaffen es bin in 24 Stunden alles mit KYC Prüfung und Auszahlung zu erledigen. Dieses Casino ist sehr langsam.

it continues.

es dauert an.

Dear Rockha88,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

In accordance with our standard procedure, I’d like to invite a representative from Snatch Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Snatch Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Kubo. Thank you for your reply and for taking on board the complaint. Unfortunately, I still haven't heard anything new or received another email.

Hallo Kubo. Danke für die Antwort und die Übernahme der Beschwerde. Habe leider immer noch nichts neues gehört / keine weitere Email bekommen.

Dear Rockha88 and Casino Guru,

We would like to inform you that our KYC department has received the documents submitted by the player, and they are currently under review. Once the review is complete, the player will be notified via email by our KYC team.

We appreciate your understanding and patience!

Best regards,

Snatch Casino Representative

The documents were emailed to her on August 19. It's been 12 days (!!!) now, but it's really time to get this done.

Am 19.08 wurden die Dokumente per Mail an sie übersendet. Dies ist nun 12 Tage (!!!). So langsam sollte dies aber nun wirklich erledigt werden.

It has now been 14 days since the complete submission of all required documents, and now we have received another email reminder about the ongoing completion.

14 Tage ist es nun her seit der kompletten Übermittlung aller erforderlichen Dokumente, nun noch einmal die E-Mail Errinerung über das andauern der fertigstellung.

Dear Snatch Casino,

Thank you for your response. Could you kindly confirm whether the review of the documents provided by the player has been completed? If not, we would appreciate it if you could share an estimated timeframe for its completion.

Thank you for your cooperation.

Hello Kubo, I wanted to briefly share the current status

It's been 20 days since I submitted all the important documents. I haven't received any activation or further emails from Snatch Casino. This can't be true; that's a very long time!

Hallo Kubo, ich wollte kurz den aktuellen Stand der Dinge durchgeben

20 Tage ist es nun her seit der kompletten Übermittlung aller wichtigen Dokumente. Keine Freischaltung / keine weiteren Emails vom Snatch Casino erhalten. Das darf echt nicht wahr sein, der Zeitraum ist sehr lange!

Dear Rockha88 and Casino Guru,

Upon an update from the KYC department, unfortunately, the review is taking slightly longer than expected due to an unusually large volume of requests made to the department. We understand the concern about the length of response and do our best to expedite all inquiries to the best of our abilities. The team has pledged to provide an update on the submitted documentation in the shortest time possible.

We apologize for any inconvenience and appreciate your patience.

Best regards,

Snatch Casino Representative

Over three weeks (since then, you've received all the important documents) and now another message saying it'll take a while longer? What's the priority here? It really can't be true that it takes three weeks to review documents while other providers do it in a few hours / a maximum of two to three days.

The following email was not answered again!

Über 3 Wochen (seitdem sind nun alle wichtigen Dokumente bei Ihnen eingegangen) und jetzt wieder eine Nachricht das es noch etwas andauert? Wo liegt dort die Priorität? Es kann wirklich nicht sein das man 3 Wochen für eine Dokumenten Überprüfung benötigt während andere Anbieter dies in wenigen Stunden / maximal 2-3 Tagen erledigt.

Folgende Mail wurde auch wieder nicht beantwortet!

Dear Rockha88 and Casino Guru,

Thank you for your patience. Upon a response from the KYC department, we were able to fully review player's documentation and complete the verification procedure. We would like to inform the player that, based on the documentation provided, the player is able to request withdrawal installments of up to 500 EUR per withdrawal.

Best regards,

Snatch Casino Representative

Dear Casino Guru Team, dear Snatch Casino Team, I just received a withdrawal of €450 (I couldn't request more!)

However, I will not mark the case as closed until all payments have been finally received in my account.

Why can I only withdraw €500? Why is this the maximum per day?

I could deposit several thousand euros... And a higher payout level with all the turnover should definitely be possible!

Kubo, I'll keep you updated on the payouts, so please keep the case open until everything is resolved.

Sehr geehrtes Casino Guru Team, sehr geehrtes Snatch Casino Team. Ich habe soeben eine Auszahlung über 450 € erhalten (mehr konnte ich nicht beantragen!)

Ich werde den Fall aber erst als abgeschlossen markieren, wenn alle Zahlungen endgültig auf meinem Konto eingegangen sind.

Warum kann ich eigentlich nur 500€ abheben, warum ist dies das Maximum am Tag?

Einzahlen könnte ich ja auch mehrere tausend Euro... Und eine höhere Auszahlungsstufe bei den ganzen Umsätzen sollte defintiv möglich sein!

Kubo ich halte sie auf dem laufenden mit den Auszahlungen, bitte den Fall also noch offen halten bis alles erledigt ist.

You are constantly kept waiting and full payouts were never possible.

It's a tactic of the casino and is definitely not customer-friendly!

Never again, I lost my account despite 2 positive payouts (which never worked in full, the chat is lying!!!! See screenshot ) is deactivated because this casino is just hoping that you will lose more money while you wait.

I will continue to give this case a bad rating on all other review portals

Thanks to the Casino Guru team for supporting my case

Man wird ständig hingehalten und volle Auszahlungen waren zu keiner Zeit möglich.

Es ist eine Taktik des Casinos und ist auf keinen Fall kundenfreundlich!

Nie wieder, ich habe meinen Account trotz 2 positiver Auszahlungen (die nie in voller Höhe funktioniert haben, der Chat lügt!!!! Siehe Screenshot ) deaktiviert, weil dieses Casino nur darauf hofft das man in der Wartezeit weiteres Geld verspielt.

Werde diesen Fall auf sämtlichen anderen Bewertungsportalen noch weiterhin schlecht bewerten

Danke jedoch an das Casino Guru Team, dass sich für meinen Fall eingesetzt hat

Dear Rockha88 and Casino Guru,

As we see, at the moment, all player's pending withdrawal requests have been completed successfully. We thank the player for patience and cooperation during this time.

Best regards,

Snatch Casino Representative

I have received two withdrawals, that's true, but it was never possible to declare the full amount, even €500. Furthermore, they don't address my point about why only such a small withdrawal was possible as the maximum amount. But that's just what's being said about the casino: they don't listen to the customer, but instead give vague answers and stall. As far as I'm concerned, Snatch Casino is history. It's bad!

2 Auszahlungen habe ich erhalten das stimmt, es war jedoch niemals möglich die volle Summe von selbst 500€ anzugeben. Außerdem gehen sie nicht auf meinen Punkt ein warum nur so eine geringe Auszahlung als maximal Betrag möglich war. Aber das ist nunmal das was über das Casino berichtet wird = es wird nicht auf den Kunden eingegangen sondern immer schwammige Antworten gegeben und hingehalten. Für mich ist snatch Casino Geschichte, schlecht!

Dear Snatch Casino,

According to your stated terms, the maximum daily withdrawal limit is $1,000. Could you please clarify why the player is only able to request €500 per day? Additionally, is there any way to improve the withdrawal pace in this case?

Thank you.

Dear Casino Guru Team, I have now closed my account due to Snatch's poor support. Decide how you want to resolve this case. The casino was definitely not cooperative at any point; constant inquiries and stalling are their modus operandi (you can read about it everywhere in this forum, too). Thank you in any case for your help.

Liebes Casino Guru Team, ich habe mein Konto nun aufgrund des schlechten Supports von Snatch geschlossen. Entscheiden sie wie sie diesen Fall hier abschließen, das Casino war auf jedenfall zu keinem Zeitpunkt von deren Seite aus kooperativ, ständige Nachfragen und hinhalten ist deren Ablauf (man liest es auch überall hier im Forum). Danke auf jedenfall für Ihre Mithilfe

Dear Rockha88 and Casino Guru,

The withdrawal limits may be set on the individual basis if the provided documentation could not be confirmed fully but substantial enough to complete basic verification. As the matter was requested with urgency, we were able to provide such option to the player to receive their withdrawals, as an exception, to expedite the process.

Unfortunately, we would not be able to dive deeper into security processes involved in determining such cases due to internal anti-fraud mechanisms involved. This action is taken in cooperation with the payment processor involved.

We would like to reiterate that all player's withdrawal requests were completed fully at this moment.

Best regards,

Snatch Casino Representative

"Withdrawal limits can be set individually" shows once again that consumers should steer clear of arbitrary limits, but depositing without a limit is possible at any time!

AND = How quickly the answers come here is VERY noticeable...

"Die Auszahlungslimits können individuell festgelegt werden" zeigt ja nun auch wieder das man als Konsument lieber die Finger davon lassen sollte, wenn sie willkürlich Limits setzen, aber einzahlen ohne Limit ist jederzeit möglich!

UND = Wie schnell auf einmal die Antworten hier kommen, SEHR auffällig ...

Dear Snatch Casino,

Thank you for your response. If the player is unable to proceed with the standard withdrawal process due to missing documentation, could you please clarify exactly which documents are required in order for the player to complete verification successfully and fully?

Thank you for your cooperation.

Dear Casino Guru,

We would like to note that player has chosen to close their Snatch Casino account after completion of withdrawals, thus we would not be able to proceed with additional verification of the player in any capacity.

Best regards,

Snatch Casino Representative

Again, the criticisms will not be addressed or commented on here. I will not comment further on them so that everyone can read what approach this casino takes.

Wieder wird nicht auf die Kritikpunkte hier eingegangen beziehungsweise Stellung dazu genommen. Ich werde mich dazu nicht mehr äußern sodass jeder hier lesen kann was dieses Casino für eine Herangehensweise hat.

Dear Rockha88,

Could you please let me know how much of your funds you have received so far? Are the payments continuing to arrive daily?

If possible, I would also appreciate it if you could share a detailed list of the withdrawals you have received since your KYC was finally approved. This will help us better understand the actual pace at which your withdrawals are being processed.

Thank you very much for your cooperation.

I won't be submitting anything here anymore. Thank you for allowing me to make two withdrawals, but I find the €500 daily limit absolutely outrageous and a stalling tactic. I'm already writing a negative review for this casino on other sites. Thanks for your help anyway.

Ich werde hier garnichts mehr einreichen. Ich danke Ihnen das ich 2 Abhebungen durchführen konnte, jedoch finde ich das Limit von 500€ pro Tag eine absolute Frechheit und eine hinhalte Taktik. Ich bin schon auf anderen Seiten dran dieses Casino schlecht zu bewerten. Danke jedoch trotzdem für ihre Mithilfe.

Dear Casino Guru,

We would like to note that all withdrawals have been completed on September 15th, as per our communication on that day. The status of withdrawals have been sent to noted Casino Guru email. The player has also confirmed they have closed their account on September 16th, which is only possible when the balance is empty and withdrawals are completed.

Respectfully,

Snatch Casino Representative.

Once again, the site only reports positively, which shows the abysmal treatment of its customers. No comment on the points mentioned, neither from the Casino Guru employee nor from me. I'll stick to this and continue to give negative reviews on all sites 🙂

Erneut wird wieder nur positiv von deren Seite berichtet, daran erkennt man den unterirdischen Umgang mit seinen Kunden. Keine Stellungsname zu den genannten Punkten, weder die vom Casino Guru Mitarbeiter oder von mir. Ich bleibe dabei und werde weiterhin auf sämtlichen Seiten schlecht bewerten 🙂

Dear Rockha88,

I am not entirely sure what you are trying to achieve at this point. According to the evidence provided by the casino, you have already received your funds.

Please note that you submitted your case to the Complaint Resolution Center, where our goal is to resolve concrete disputes between players and casinos. Since you have declined to provide the requested documentation and no new evidence has been presented, we unfortunately have no further basis to continue assisting with this matter.

If you would like to share your general concerns or experiences regarding the casino, you are welcome to do so on our forum, where you can receive feedback from other community members.

Given the above, I must reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other actual issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo