Snatch Casino - Вывод выигрыша игрока задерживается.

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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 kevin9191,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

A small update...at 5:18 PM another €400 arrived as per the email and schedule...should I wait until next week or generally inquire why the amount is so low this week?

Ein kleines Update...jetzt 17:18 kam nochmal 400€ wie in der Email laut plan...soll ich dann die nächste Woche noch abwarten oder generell mal nachfragen warum das so wenig ist in der Woche?

Dear kevin9191 and Casino Guru,

We wish to remind that withdrawals at Casino Guru are processed in accordance to the published Terms and Conditions:

7.8. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

Snatch partners with several reputable payment processing companies to perform money transfers from and to players. Based on their internal regulations, as well as external circumstances, individual transfers might take longer than normal to reach players. In such cases, if Snatch becomes aware, the player is kept informed via email of the expected transfer date. At the moment, Snatch is processing three withdrawal requests from the player, made in July.

Respectfully,

Snatch Casino Representative.

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

Dear kevin9191,

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,

Karla