Snatch Casino - Hráčský účet byl uzavřen se zabavenými výhrami.

I received free spins at this casino and won €150 in real money after completing the wagering requirements. I tried to request a withdrawal, but for some reason, their automated verification system didn't work. So, I asked customer service if I could send the documents via email, and suddenly they just closed my account and stopped responding to me altogether. A customer service representative just said that the money was lost. I haven't received any other explanation. I hope that CasinoGuru will help me get what is rightfully mine. Thank you in advance.

Sain kyseiselle kasinolle ilmaiskierroksia joilla voitin 150€ oikeaa rahaa kierrätyksen jälkeen. Yritin tehdä nosto pyyntöä mutta tunnistautuminen ei onnistunut jostain syystä heidän automaattisella tunnistus ohjelmalla joten pyysin asiakaspalvelusta että voisinko lähettää dokumentit sähköpostilla niin he yhtäkkiä vain sulkivat pelitilini eivätkä enään vastanneet minulle mihinkään mitään. Asiakaspalvelija vain sanoi että rahat on menetetty. Muuta selitystä en ole saanut. Toivon että casinoguru auttaisitte minua saamaan sen mikä minulle oikeasti kuuluu. Kiitos jo etukäteen.

Hello Jarski88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

Hi, it's probably been about three weeks since I tried to upload my kyc files there. As I recall, for some reason it didn't accept my address certificate, so I tried to upload several files there, after which the kyc verification page was no longer able to upload anything and when I asked customer service if I could send them by email, they just closed my account. I have tried many times to send a message to the kyc department that I could send the kyc files by email, but I have not received any response.

Hei, siitä on varmaan noin kolme viikkoa kun yritin ladata minun kyc tiedostot sinne. Muistaakseni se ei jostain syystä hyväksynyt minun osoite todistusta joten kokeilin ladata sinne useita tiedostoja jonka jälkeen kyc varmennus sivulle ei enää pystynyt latamaan mitään ja kun kysyin asiakaspalvelusta että voinko lähettää ne sähköpostilla niin he vain sulkivat tilini. Olen yrittänyt monta kertaa lähettää kyc osastolle viestiä että voisin lähettää ne kyc tiedostot sähköpostilla mutta en ole saanut mitään vastausta.

Here are some more screenshots from the chat about what we discussed last time.

Tässä vielä kuvakaappauksia chatista mistä olemme viimeksi keskustelleet.

Thank you Jarski88 for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Jarski88!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Jarski88 and Pavel,

Thank you for reaching out to us.

After reviewing the situation, we found that the player in question attempted to bypass our KYC process, which is a violation of our Terms and Conditions. Specifically, this breach falls under Clause 11 and Clause 13.4. You can review our full Terms and Conditions here.

As a result, this account has been blocked in accordance with these terms.

We understand that this situation may be disappointing, but please be assured that these measures are implemented to maintain a secure and trustworthy environment for all our players.

If you believe this decision was made in error, or if you have any further questions, please don't hesitate to contact us for further clarification.

Thank you for your understanding.

Respectfully,

Snatch Casino Representative

Thank you for the information, Snatch Casino Representative.

Please, provide further clarification with evidence to my e-mail: pavel.k@casino.guru.

I have never tried to bypass the kyc process. Rather the opposite. I tried many times and for a week to ask you if I could send the kyc files by email, but you didn't answer me anything. I would have liked to solve the problem with you, but you closed my account without any other explanation.

En minä kyllä ole missään vaiheessa yrittänyt ohittaa kyc prosessia. Pikemminkin päinvastoin. Minä yritin monta kertaa ja viikkoa kysyä teiltä että voinko lähettää ne kyc tiedostot sähköpostilla mutta ette vastanneet minulle mihinkään mitään. Olisin kyllä halunnut selvittää ongelman teidän kanssanne mutta suljitte tilini ilman sen kummempaa selitystä.

Here is a picture from your other casino with the same kyc confirmation that I performed at snatch casino, so the documents have been accepted, but still there is a notification that the kyc process failed. The same thing happened to me at snatch casino and many other of your casinos.

Tässä on teidän toiselta kasinolta kuva jossa on sama kyc vahvistus jota suoritin snatch kasinolla niin asiakirjat on kyllä hyväksytty mutta silti tulee ilmoitus että kyc prosessi epäonnistui. Tuo sama minulla kävi myös snatch kasinolla ja monella muulla teidän kasinolla.

Jarski88, we have received an evidence from the casino which proves the fact that you have submitted forged documents for the verification. We do not support such behaviour, therefore, I must reject your complaint.