Complaint #110 Snatch Casino

KYC verification impossible

By Michael A.

1 year ago

I found this casino and thought it looked great, so made a few deposits over a couple of days. I eventually had a decent win and attempted to withdraw $1,000 on 5/09.

The withdrawal was cancelled and locked and I received an email requesting KYC documents. I immediately replied with the documents attached.

I then received an identical KYC request from another email address. This was odd, but I attached the documents again.

Since then I've attempted to contact them via those addresses as well as support and have just received the same response. It's been two weeks and I gave up hope and played with the full balance.

I just don't want others to get stung because online reviews show that many others have had the same experience. I'm also concerned considering they have my identification.

Thanks.

Disputed Casino Snatch Casino

Reason Verification issues

Amount $1000

Discussion

AskGamblers

• Support Team

1 year ago

Dear @TheSphinx,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

TheSphinx

1 year ago

Hi, I didn't cancel anything, the casino cancelled my withdrawal and returned the funds to my account. They also locked the function so it couldn't be requested again.

I then proceeded to lose it all. I received an email AFTER this reply was posted, saying they're "currently not awaiting any additional documentation".

Does that mean that my account is verified now or is the wording intentionally vague?

I knew it was a red flag when there was no way to upload documents directly. Based on the other complaints, this is a clear pattern and these guys need to be shut down.

AskGamblers

• Support Team

1 year ago

Dear @TheSphinx,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Snatch Casino

• Representative

1 year ago

Dear TheSphinx and AskGamblers,

We have received the player's credentials and, upon inquiry, would like to note that we are currently not awaiting any additional documentation from the player and their withdrawal functionality is not restricted at the moment.

We would also like to note that player does not have any pending withdrawal requests or funds on their game account.

Respectfully,
Snatch Casino Representative.

Snatch Casino Complaint Stats

Resolved 45 / 45

Avg. Amount $2,901

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, 37 out of 37 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

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.

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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

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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

Identity verification is not completed even after two weeks

When I applied for a withdrawal of $660, I was asked to submit identification, so I emailed them photos of the front and back of my driver's license and a selfie. Two weeks have passed, but I still haven't received a confirmation email. I inquired via chat, and they said they would contact the relevant department to handle the matter. However, I haven't heard back. I also emailed the KYC department, but they replied that it would take some time.

Resolved

$660

KYC verification delayed for over six weeks withdrawal blocked

I submitted my KYC documents (driver’s licence front/back and selfie with ID in front of the Snatch Casino website) on 26 August 2025.

On 2 October, at the casino’s request, I re-submitted a new, high-quality selfie with my ID and their website visible. I have received no reply since then. My withdrawal request remains on hold pending KYC.

I have followed every instruction, yet the casino has not provided any confirmation or timeframe for verification completion. This delay now exceeds six weeks and is preventing me from accessing my funds.

I kindly request that the AskGamblers Complaints Team assist in obtaining a clear update and completion of my KYC verification so my withdrawal can proceed.

Resolved

$4,033

Slowest kyc in the history of online casino

Ive tried to withdraw the "massive" 100euro for over 8 months while fighting with their average email response time of a month.

1. They block withdrawal for 2 months "to verify bets?"
2. I withdraw when im already verified before they update site, they block withdrawal
3. I ask why and no email till weeks later
4. They ask for documents, not all but one document each mail which was maybe the slowest response time ive ever experienced
5. Once they got all documents (many many months later) they want a translation of the bank statement? LOL
6. After all that still no response after 8 months

I dont care about the 100 euro i just wanted to see how long they would refuse to pay but maaaan. Anyone reading this, do not play here.

Resolved

€100

Issues with Snatch Casino

Hello dear askgamblers team,

I am writing to you in regards to a recent gambling experience with snatch casino. I've been playing with them for over a year now and got KYC verified back in march last year. Had a few cash outs from them with no problems.

3 weeks ago I got a win and wanted to cash out. It was denied and an additional request for KYC verification was put in place. I have provided all the information to the relevant team and have been told to hold until they resolve the issue. I was waiting patiently but it's been a week now and still no resolution from either the support or the kyc team. Today I tried to log into the account and found that I have been locked out. I will attach a copy of all the email correspondence as well as the winning balance to this email. I will also attach a copy of the link that leads to the biggest win in the balance.

(< external link removed > link to the win, won with no active bonuses)

Could I get some advice on how to proceed in this situation and if possible if could you guys try to talk to them about the situation itself?

Thank you so much for your service,

Warm regards,

< first name removed >

P.S. I seem to have issues with uploading documents/pictures, so if I could email them instead it would be a bliss.

Resolved

€7,000

Withdrawal pending as per usual never pays on time if you win

I'm deeply frustrated with Snatch Casino's consistently poor performance compared to other platforms I've played on. When I win a small amount, withdrawals under $20 are processed instantly. However, if I manage even a modest profit, they drag out the withdrawal process as long as possible, throwing endless excuses to keep the funds in my account. It feels like they’re hoping I’ll slip up and use the money to play again. Right now, I’m stuck waiting 48 hours for a withdrawal, but I fully expect more delays with vague justifications. I absolutely do not recommend Snatch Casino, as they show complete disregard for their players.

Rejected

$142