Complaint #4 Snatch Casino

Delayed withdrawal for 3 days 3000 EUR

By Janza97

3 years ago

Dear AskGamblers and Snatch Casino,

I don't know exactly what is going on. Snatch casino states in its T&C that all withdrawals are processed within 24 hours. It is also stated that verification must be done first. I completed the verification without a problem on 24.2.2023 (2 pm), and also sent an additional document, which was also approved by the financial department. I can understand that sometimes there can be a problem with a delay, but I am a bit worried.

After almost 70 hours passed, I tried to get more information via live chat. It seemed to me that all the answers were automatic, I didn't get any new information, and they kept telling me that in the case of withdrawals, I should write to the financial department. I sent 5 emails to the financial department, but I didn't get a single reply. Now I don't know what to do, because I keep going around in circles. I am also attaching all the print screens, where it is clear that I have been verified, visible requests for payouts, and also live chat conversations.

I got several answers such as:

1) At the moment, your letter is in the queue for processing, as soon as the answer is generated, you will be notified by email. You will be contacted soon.

2) Don't worry, at the moment your applications are active. You can clarify additional information in the finance department. Your request will be reviewed and answered.

3) Your withdrawal request is active and pending.

The Finance Department reviews withdrawal requests from 9.00 to 18.00 GMT+3, daily. The time for consideration of the request depends on the workload of the fin. department.

Also, you can always write to the financial department directly at [email protected] and ask your question regarding payments and other financial details.

4) As soon as the financial department processes your application, you will be notified by email.

5) Your account has been successfully verified and the finance department notified you by email on 24.02.

Now you just need to wait for the payment. The Finance department will also notify you by email.

As you can see, I was successfully verified, I also requested withdrawals according to their policy (maximum transaction =1000 EUR, all together maximum 3000 eur). In the attachment I added print screens:

1) Successfully verified account

2) Withdrawal requests on 24.2.2023 (date is visible)

3) One example of chatting with an agent via live chat (I have several of them, and can also add them later)

I hope we can solve this. I really enjoy playing in this casino (many good games and nice features), but before depositing again, I need to be sure everything will be okay with withdrawals.

Best regards,

Jan

Disputed Casino Snatch Casino

Reason Delayed payment

Amount €4000

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Janza97

3 years ago

U can close this complaint.

Janza97

3 years ago

Update 3:

I am adding following printscreens:
1) a printscreen from T&C where it is sad: "There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:
a) per transaction: €1000
b) in 24 hours: €3000
c) per month: €50000

2) a printscreen where it is shown my schedule of withrawals. They will proccess payments of 3000 EUR in 12 days.

3) A printscreen of my profile, where it can be visible my personal data and also a current balance on my account, which is more than 12.000 EUR

Now my question is: If they say they can process out payment up to 50000 EUR per month, when will I get the money, If i can't request withdrawal of more than 3000 eur per day (and these money will be paid in 12 days).

Ask gambles and Snatch casino can u explain me situation?

Thank you in advance.

Janza97

3 years ago

Dear Askgamblers,

I need to share an additional update with you. Just now, I got a message from Financial department of Snatch casino. They sent me an email stating that the administration of casino reserves the right to make payments according to an individual schedule. Withdrawals schedule is as follows:

1000 EUR will be completed 02.03.2023
1000 EUR will be completed 07.03.2023
1000 EUR will be completed 12.03.2023

I still have almost 1000 EUR on the account, but can not request new transaction due to limitations they have (max 1000 EUR transaction and maximum 3000 EUR all together). So I think I need to wait for money to be paid (all together a little bit less than 4000 EUR). First withdrawal I did recieve on 27.2.2023.

Please remind this complaint open if anything would go wrong in the next days when money is promised to be paid.

Best regards

Snatch Casino Complaint Stats

Resolved 46 / 46

Avg. Amount $2,845

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Snatch Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 38 out of 38 complaints in this category have been resolved.

This operator's average complaint duration is 13 days, while the average duration across all operators is 8 days.

Snatch Casino Complaints

See all complaints for this casino

Wallet verification

I can provide you with all my transactions and payouts from the entire time I’ve played at the casino Snatch, This casino is dishonest. They don’t answer my questions regarding verification; it’s like talking to a parrot that just keeps sending the exact same response.Binance doesn't seem to understand what I want. I use their exchange wallet.I sent them all the required documents, but they are ignoring me. Why is this "Snatch" outfit still operating in the gambling sector? If necessary, I will send you any evidence regarding all matters concerning the casino Snatch.
As mentioned, to proceed with the verification of your account, you need to provide a screenshot of the transaction directly from your crypto wallet, not from a crypto explorer, to our platform where the following is clearly visible:

The full transaction hash ID

The full destination wallet address

38h left

$516

Severe withdrawal delay of 2488 BRL and unresponsiveness from KYC team

Hello.

I am lodging a formal complaint against Snatch Casino regarding a severe and unacceptable delay in processing my withdrawal. On October 26, 2026, at 12:47, I requested a withdrawal of 2,488 BRL via Pix. This request has been stuck on "Processing" status for over 140 hours, vastly exceeding the platform's standard processing window.

Per the casino’s terms (Section 5.5), withdrawals must be processed back to the same method used for depositing, which in my case is Pix. I played exclusively with my own deposited cash, with no active bonuses and no remaining rollover requirements attached to my balance.

To expedite the process, I proactively sent a comprehensive verification email directly to [email protected] on October 30th (over 48 hours ago). I attached my official government-issued document (CNH-e), a screenshot of the pending withdrawal, and an official ownership certificate proving the Pix key (my CPF) belongs to my personal bank account.

Despite providing undeniable proof of identity, transaction security, and adherence to all rules under Section 5 of the Player Account terms, the KYC team has completely ignored my email, and the live chat support refuses to provide any concrete updates, asking me only to wait.

This delay has become an unjustified withholding of my legitimate winnings. I request the immediate review and approval of my submitted KYC documents and the processing of my 2,488 BRL payout to my bank account.

Account Details:

• Casino Username: Cachaso

• Full Name: <removed>

• Registered Email: <removed>

• Transaction Value: 2,488 BRL (Requested on 26.10.2026)

91h left

R$2,488

Unpaid withdrawal and delayed KYC

I am filing a formal complaint against Snatch Casino for breaching their Terms of Use and intentionally stalling my legitimate payout.
Breach of 72-Hour Terms: I submitted withdrawal requests totaling €3,080 over the past weekend. According to their Terms, internal processing takes up to 72 hours, which expired by Wednesday. Despite this, support only provided template responses and refused to process the payout.
Arbitrary Cancellation & Blocking: On Friday—long after the 72-hour deadline had passed—the casino unilaterally cancelled all my active withdrawal requests and demanded account verification (KYC). Since then, their system has blocked me from submitting any new withdrawal requests.
Bad-Faith Delay Tactics: Stalling the payout past the deadline, cancelling it right before the weekend, and cutting off the ability to re-apply is a deliberate tactic to prevent cashouts.
I request that Snatch Casino:
Immediately review and approve the required KYC verification documents.
Unblock my ability to submit withdrawal requests and immediately honor the payout of my €3,080 balance according to their daily/per-transaction limits.

87h left

€3,080

Delaying withdrawal of 37400 EUR

Hello AskGamblers,

I do not have any other option but to get your help for the second time with this casino.

I have to withdraw €37400, and the last withdrawal was 4 days ago. I also cannot add withdrawal requests anymore, as I always get jumped to the previous page. I did get in touch with my VIP manager, as well as the finance department. I was very fair to request the normal referred 1000 dollars per day limit of withdrawals.

The way they do it now, it will take more than a year to get my money withdrawn. They always come back saying they have technical issues or that it is their payment provider. But the withdrawals are not processed out of my account, so they are not even sent to the payment provider.

I hope this can get sorted in the correct way. I have attached files as proof of the last withdrawal request from 21 October, and also a video that shows I cannot add more withdrawals.

I have more communication proof, but I just added the finance department response and video proof of the withdrawals in wait and the impossible withdrawal. I think it's enough to understand the problem. If you need more communication, please dont hesitate to ask.

This is the video link that shows my account, and also what happens when i request a withdrawal.

Thanks and waiting your response!

Best regards

90h left

€37,400

Two Pending Withdrawal Requests and Inadequate Customer Support

Resolved

€292

It seems that casino is stalling withdraw on purpose

I requested withdraw of 150€ four days ago and nothing has happened. I have asked on casinos chat what is taking so long and they tell me to contact finance department via e-mail. I have already sent email to finance department and got no response from them. Its been 2 days since i sent the email. And when i ask on chat what is the problem, they just tell me to contact finance department again. This was my first withdraw on this casino. It seems that casino is stalling withdraw on purpose.

Rejected

€150

Withdrawal blocked

Subject: Formal Complaint – Snatch Casino | Withdrawal Blocked Despite 2024 KYC Approval | $450 USD | June 3, 2026

To Whom It May Concern at AskGamblers,

I am submitting this formal complaint against Snatch Casino regarding an unjustified withdrawal hold and repeated KYC requests, despite having a written confirmation from the casino that my account was fully verified and exempt from any further verification procedures.

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ACCOUNT DETAILS

Player: Oscar Reyes Luna

Username/Player ID: PLAYER3490938

Email: [email protected]

Casino: Snatch Casino (snatchcasino.com)

Withdrawal Amount: $450 USD

Withdrawal Requested: June 3, 2026

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CHRONOLOGY OF EVENTS

• January 2, 2024 — Snatch Casino requested KYC documents. I complied immediately and submitted all required documents: government-issued photo ID (both sides) and a selfie holding my ID in front of their website, exactly as instructed.

• January 2, 2024 (8:50 AM) — Snatch Casino's Finance Department sent an official written confirmation stating: "Your account has been verified by our Finance Department. You can now make deposits and withdraw winnings without having to go through any additional data verification procedures."

• January 3, 2024 — A withdrawal was successfully completed, confirming the account was fully verified and in good standing.

• June 2, 2026 — I made a deposit. Per Snatch Casino's own 48-hour policy, I waited the required period before requesting a withdrawal.

• June 3, 2026 — I submitted a withdrawal request for $450 USD after honoring the mandatory waiting period.

• June 4, 2026 — Snatch Casino placed the withdrawal on hold and issued a new KYC request — directly contradicting their own written guarantee from January 2, 2024. I complied immediately and resubmitted all KYC documentation the same day, CC'ing both [email protected] and [email protected].

• June 5, 2026 (5:23 AM) — Snatch Support Team replied, ignoring my submission entirely, and instructed me to send documents only to [email protected].

• June 5, 2026 (10:31 AM) — I resubmitted the documents exclusively to [email protected] as instructed, with all three required files attached.

• June 5, 2026 (10:55 AM) — Snatch Support Team replied again with an identical generic response, once again redirecting me to [email protected] — despite the fact that I had just sent everything there minutes prior.

• As of the date of this complaint — No acknowledgment of my documents, no KYC status update, no withdrawal processed.

---

KEY ISSUES

1. Snatch Casino issued a written guarantee on January 2, 2024 stating I would never be required to go through additional verification again. They are now in direct violation of their own written commitment.

2. I respected the casino's 48-hour deposit policy before requesting my withdrawal. I then complied with every KYC request immediately and in full, submitting documents multiple times across multiple emails. The casino has not acknowledged receipt of any submission nor provided any meaningful status update.

3. This is not an isolated incident. In late 2023, I experienced a near-identical pattern with this same casino — a prolonged verification stall during a withdrawal period — which resulted in significant financial harm.

4. The casino's responses have been purely circular — repeatedly redirecting me to the same email address I had already contacted, without ever confirming receipt or advancing the process.

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DOCUMENTATION AVAILABLE

• January 2, 2024 official KYC approval email from Snatch Casino Finance Department

• January 3, 2024 withdrawal completion confirmation

• June 4, 2026 my KYC resubmission (CC'd both support and kyc addresses)

• June 5, 2026 casino redirect response (ignoring submitted documents)

• June 5, 2026 my second submission exclusively to [email protected]

• June 5, 2026 casino's second identical redirect response

---

I am requesting that AskGamblers intervene and require Snatch Casino to either process my $450 USD withdrawal immediately, or provide a clear written explanation of what specifically is still outstanding — not another generic redirect to an email I have already contacted twice.

I am providing all documentation referenced above upon request.

Thank you for your time and assistance and i hope you can help as you once did before for the same thing, it seem to me that this casino only does what it suppose to when you are involved and am glad that you exist to help all of us little guys not be scammed.

Sincerely,

Resolved

$450

Account closed with 600EUR unpaid balance

I am filing a complaint against SnatchCasino.io regarding an unpaid withdrawal of EUR 600.

I requested a withdrawal on June 9, 2025. The withdrawal was later cancelled and my balance was placed under review.

I completed all required KYC verification and no rule violations were ever communicated to me.

Since then, more than 8 months have passed and:
- I have received only generic responses such as “under review”
- No clear explanation or timeframe has been provided
- My emails have been ignored

Recently, my account was closed without explanation, and I lost access to my balance and account history.

Despite this, the casino continues to send me promotional emails.

My EUR 600 remains unpaid.

I request:
1) Immediate payment of my balance, or
2) A clear written explanation referring to specific Terms and Conditions

All evidence can be provided.

My account was closed while my balance remained unpaid, which I consider a serious violation of player rights.

Rejected

€600

Major Withdrawal Issues

Hi there,

Yet again I find myself unable to withdraw my funds from Snatch casino. I have had this issue in the past which resulted in me trying card, Mifinity and bank withdrawals all of which failed multiple times and resulted in their team converting my GPB balance into crypto currency to allow me to withdraw as bitcoin to my crypto wallet.

I have asked the team at snatch multiple times to convert balance again to allow my withdrawal to progress but they are not responding to my request. I just get the generic email, ' we are looking into this'

Please advise how I can get my funds.

Thank you

< first name removed >

Resolved

£1,400

Major Withdrawal Issues

I've recently tried to withdraw from Snatch casino to find my withdrawals fail or be rejected each time.

I've tried every way possible from card, bank and wallet, all of which are being cancelled each time.

I keep getting the same excuses over and over.

I require 300 pounds to withdraw. I've tried withdrawing 3 x 100 and still no use.

I'm KYC registered, so I don't see what the issue is here and would like a fast recovery and fix.

Resolved

£300