Snatch Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

I am unable to withdraw my funds because the casino keeps delaying KYC verification.

I have already submitted all requested documents:

- ID document

- Selfie with ID

- Selfie with ID and website visible

Each time I submit the requested documents, they ask for additional ones and delay the process. My withdrawal is blocked and I cannot access my funds.

This has been ongoing for a long time and I am fully cooperating.

Amount: 558 USDT

Casino: SnatchCasino.io

I request assistance to complete verification and process my withdrawal.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Merda,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify whether you currently have access to your casino account?
• Have you made any successful withdrawals from your account previously?
• Did you provide any other documents to verify your account? When exactly did you submit the last one?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes, I still have access to my casino account.

No, I have never successfully withdrawn from this casino before.

I have already provided all requested verification documents multiple times, including ID and selfie. The last time I sent the documents was recently during the ongoing verification process, but they keep delaying without giving a clear reason.

My withdrawal of 558 USDT is still pending, and this process has been going on for about 7 months.

Please help me finalize the verification and process my withdrawal as soon as possible.

Thank you.

Dear Merda and Casino Guru,

The player is currently undergoing KYC verification. Unfortunately, player's submissions did not match the requirements of the KYC team, which is why the verification process has stalled, while awaiting a sufficient submission from the player. The requirements in visual format were also provided to the player via email from the KYC team to assist.

The request for a selfie includes several required parameters to be accepted:

• the player's face is fully visible and not obstructed or cut off
• the player's ID is presented, not edited, not cut off, not obstructed, and all text is fully readable
• the website of Snatch Casino is visible on the background on any device, legible enough to distinguish as the needed website

Unfortunately, only the latest submission has adhered with these requirements, which enabled the team to proceed further in the verification process, where the team has requested additional financial documentation from the player.

Respectfully,

Snatch Casino Representative.

I disagree with the casino's statement.

I have submitted the requested selfie and documents multiple times over the past 7 months. Each time, new requirements were added or the documents were rejected without clear explanation.

The last selfie I provided clearly meets all requirements:

My face is fully visible

My ID is clearly readable

The Snatch Casino website is visible in the background

Additionally, I was also asked to provide a photo of my passport, which does not make sense since I had already provided valid identification. This appears excessive and unnecessary for a standard KYC process.

This verification process has now been ongoing for 7 months, which is an unreasonable amount of time for a standard KYC procedure.

It appears the casino is intentionally delaying the verification and withdrawal process by continuously requesting new documents.

I am willing to cooperate, but this delay is excessive and unfair.

Dear Merda and Casino Guru,

We are glad to update that, upon provision of the requested documentation in sufficient quality, the KYC department was able to finish their review and the player's verification has been successfully completed. We thank the player for their cooperation during this time.

Respectfully,

Snatch Casino Representative.

Good afternoon,

Thank you for your confirmation and for completing the KYC verification process.

I am pleased to see that the account has been successfully verified and thank you for your support during the process.

I'm available should you require any additional information.

Best regards,

Boa tarde,

Obrigado pela confirmação e pela conclusão do processo de verificação KYC.

Fico satisfeito por ver a conta verificada com sucesso e agradeço o apoio prestado durante o processo.

Fico disponível caso seja necessária alguma informação adicional.

Cumprimentos,

Hello everyone,

Thank you both for your replies.

Merda, could you please let us know whether you've managed to withdraw your winnings?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Merda,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina