Snatch Casino - Аккаунт игрока был закрыт после запроса на вывод средств.

Hello, on friday 2026-07-10 i requested withdrawal of 620eur, today 2026-07-13 i tried to login check why i dont get paid i received notification my account closed and support doesnt reply

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snatch Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear linasfrn and Casino Guru,

Upon an additional inquiry, we wish to inform the player that the withdrawals have been canceled and funds returned to the player's balance due to a requirement to complete the KYC verification. The request has been sent to the player via email and we are currently awaiting documentation to proceed.

Regarding account closure, the account was temporarily suspended automatically at 2026-07-13 10:41:32 due to incorrectly entered credentials on several occasions, as a measure to prevent unauthorized access to the account. The suspension lifts automatically after a certain period of time or can be lifted by contacting support and verifying ownership of the account. The account is currently open upon contacting support on the same day.

We kindly ask the player to contact support in such cases first, as it will yield a quicker resolution in such matters.

Respectfully,

Snatch Casino Representative.

Hello i got account unblocked, on monday i send all KYC documentation been asked twice, but did not get any info can we keep open this inquariry til i get approved. The thing is previous withdrawal did not asked any KYC and i been able to withdraw now i cannot, im owner of this account and i can provide all needed info

Dear linasfrn and Casino Guru,

KYC department has received identifying documentation. In line with the standard procedure, additional financial documentation was requested from the player. If the player has sent this information, the KYC department will process within standard timeframes.

Respectfully,

Snatch Casino Representative.

Dear linasfrn and Casino Guru,

Upon provision of necessary documentation, we are happy to confirm that the KYC verification has been passed by the player successfully. As such, account restrictions have been lifted. We thank the player for their patience.

Respectfully,

Snatch Casino Representative.

Dear linasfrn and Casino Guru,

The player has placed their funds for withdrawals, which have now been fully processed by the team. We thank the player for their patience and cooperation in this process.

Respectfully,

Snatch Casino Representative.

Thanks to both parties for the updates and information provided.

Dear linasfrn,

Kindly confirm receipt of funds here in the thread. Alternatively, you can choose to close the complaint as resolved via a dedicated button directly from the complaint thread.

Looking forward to your reply.

Dear linasfrn,

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,
Tomas
Casino.Guru