Unpaid withdrawal and delayed KYC

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)

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The way they do it now, it will take more than a year to get my money withdrawn.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.

<link removed>

Thanks and waiting your response!

Best regards

<full name removed>

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,

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 >

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.