Complaint #137 Snatch Casino

Severe withdrawal delay of 2488 BRL and unresponsiveness from KYC team

By Marcus Filipe R.

2 days ago

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)

Disputed Casino Snatch Casino

Reason Delayed payment

Amount R$2488

Discussion

95 hours left for cachaso to respond.

Snatch Casino

• Representative

54 minutes ago

Dear Marcus Filipe R. and AskGamblers,

Unfortunately, we are yet to receive clarification from the Pix team on the reasoning. On our end, we have only received an automated reasoning: "Error: 777". If the player has any alternative withdrawal options, we suggest using them while we investigate the issue with Pix withdrawals.

Respectfully,
Snatch Casino Representative.

cachaso

• Brazil

12 hours ago

The casino has canceled my withdrawal request yet again. As shown in the attached screenshot from November 4th at 19:16, the new payout attempt was rejected and marked as "Canceled".

The platform continues to refuse my payout via Pix under the pretext of gateway issues, but they do not offer any functional alternative to send my legitimate winnings. I request AskGamblers to intervene directly with the operator to finalize this transfer, as this repeated canceling is an abuse of the platform rules.

cachaso

• Brazil

1 day ago

Thank you for the update, I can confirm that my account is fully verified. Following your instructions, I submitted a new withdrawal request for 2,488 BRL via Pix on November 3rd at 07:56.
As shown in the attached screenshot, the request has been stuck on "Processing" for more than 24 hours now. I appreciate your team's ongoing investigation into the payment gateway issue, and I will keep this complaint open until the funds successfully hit my bank account.

Snatch Casino

• Representative

1 day ago

Dear Marcus Filipe R. and AskGamblers,

After an additional inquiry, we were able to establish that the player's withdrawal was declined by the Pix payment processor approximately 17 hours ago. We believe the player was duly informed by this via our automated messaging system as a new withdrawal was submitted about 8 hours ago. The team is currently processing this request while also inquiring with Pix about the reasoning of the declined withdrawal to establish the correct process to help to complete this withdrawal.

We wish to note that the KYC department has not made any requests for documentation from the player at this moment, due to which emails from this email address are not monitored by the KYC team.

Respectfully,
Snatch Casino Representative.

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.

Complaint Status

95h left

R$2,488

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Snatch Casino Complaints

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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

87h left

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.

95h 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

95h 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.

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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