Snatch Casino - Hráč nemůže dokončit ověření účtu.

I haven't been able to make the withdrawal since Monday because I've already sent all the documents including the one from the bank it's always saying that they can't do anything they take a while to respond the support doesn't do anything the chat doesn't do anything and the financial team doesn't respond below I put attachments with so many answers just today from me and the proof of iban that they don't accept with iban bic and address everything as they ask

Não consigo fazer o levantamento desde segunda pois já enviei os documentos todos inclusive o do banco está sempre a dizer que não podem fazer nada demoram a responder l suporte não faz nada o chat não faz nada e a equipa financeira não responde em baixo coloco anexos com tantas resposta só de hoje da minha parte e o comprovativo de iban que eles não aceitam com iban bic e morada tudo como pedem

Dear Fabio1991,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your payment information is the last obstacle before the verification is complete? Did you provide the casino with the original pdf document from the bank or only a screenshot of the document?

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

Best regards,

Tomas

The document was accepted today after almost 20 emails and always with the same document I understand KYC IS VERY IMPORTANT but it is not the first casino I play and it seemed very suspicious I understand 1/2 days to confirm documents 7 days and 20 emails I think strange

O documento foi aceite hoje ao fim de quase 20 emails e sempre com o mesmo documento eu entendo KYC SEJA MUITO IMPORTANTE mas não é o primeiro casino que jogo e pareceu me muito suspeito entendo 1/2 dias para confirmar documentos 7 dias e 20 emails acho estranho

Thanks for the update, Fabio1991.

I understand your frustration with the verification process. Could you please advise if your verification was complete and if your withdrawal was already processed or if you require additional assistance? Please let us know.

Dear Fabio1991,

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.