Complaint #60 Snatch Casino

Snatch Casino - Payment and bonus not received

By Curyine

1 year ago

Message on forum

I am here in regards to snatch Casino and the miss use of a emailed exclusive bonus that I participated, 50$ and when I made my deposit I did not get credited but charged extra from my account equaling 99$ in total charged. Also there was no bonus added to my account. I have made multiple attempts to contact their live chat and emailed their finance team multiple times and I have not received any update or zero follow up. I will attach screenshots of the bonus and the amounts deducted from my prepaid card showing the transactions did leave my account. There was no pending transactions. I did get in contact with my prepaid card service over the phone and they confirmed that the money was sent. Also, I will touch any other proof and my efforts to get in touch with the Casino’s financing because I asked for a refund due to this issue being long overdue as it’s been two weeks and still no response.

Disputed Casino Snatch Casino

Reason Other

Amount $99

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Curyine,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required documents have already been sent to the Snatch Casino team 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. Should you refuse sending the required documents or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Snatch Casino

• Representative

1 year ago

Dear Curyine and Askgamblers,

We have asked the player to provide clear and accurate screenshots for their deposits, as the funds have not been received. With the limited information provided, we are unable to confirm the deposits with their bank.

We will be happy to assist, but unfortunately, without the requested screenshots and payment statement, we are unable to proceed further.

Thank you for your understanding.

Sincerely,
Snatch Casino Representative

Curyine

1 year ago

My card that was used to to make the purchase is not held on me during the day as it’s a prepaid card of 100$
Hense the reason is because it has no value with no money. I will go about my day and hopes i come across the contraption
Good day

AskGamblers

• Support Team

1 year ago

Dear @Curyine,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Snatch Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Snatch Casino Complaint Stats

Resolved 45 / 45

Avg. Amount $2,920

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Snatch Casino Complaints

See all complaints for this casino

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

KYC verification impossible

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.

Rejected

$1,000