Snatch Casino - Hráč čelí potížím s ověřením účtu.

I won 1000 Euros at the Snatch Casino after a long time. I then wanted to verify my account, for which I was required to take a selfie. However, each time it was rejected. Apparently, I took too many and now I can't do anything at all. I reached out via the chat and was told to send an email, but I have yet to receive a response. It seems like they only accepted my ID. I'm not sure what to do next. Kind Regards, Ingrid

Ich habe nach langer Zeit bei snatch casino 1000 Euro gewonnen. Jetzt wollte ich mein Konto zertifizieren . Ich habe mussen selfie machen. Doch jedesmal würde es ab gelehnt. Und anscheinend habe ich zuviel gemacht. Und jetzt geht gar nichts mehr. Habe mich im Chat gemeldet und die haben gesagt ich muss ein Email schreiben doch von dort habe ich keine antwort bekommen. So wie es ausschaut haben sie mir nur den Personalausweis gelten lassen. Weiss jetzt nicht weiter. LG Ingrid

Dear Putzi, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please confirm that you sent your selfie as requested by the casino via email? Did you make sure to take a photograph in a natural light with all the text on your ID visible and legible?

Have you provided the casino with any other documents except for your ID for verification purposes (e. g. bank statement, proof of address, proof of payment, etc.)?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello!

I sent my passport and it was approved. I sent my proof of address and it was approved. But they always reject the selfie no matter how I do it

Hallo!

Ich habe den Paß geschickt würde genehmigt. Ich habe Adressen Nachweis geschickt würde genehmigt. Nur das selfie lehnen sie immer ab egal wie ich es mache

Could you please forward me the selfie that keeps getting rejected by the casino? That way, we may check it out and advise on what you could change to make it acceptable. My email address is veronika.l@casino.guru. Thank you.

Dear Putzi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.