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I applied for a withdrawal on March 24th, but the withdrawal request was subsequently forcibly cancelled. When I asked why, I was told that it was currently under review by the provider and that I should wait for around 14 days.

However, since more than 14 days have passed since you requested the withdrawal, I think there is a possibility that the withdrawal has actually been rejected.

So I would like to ask for some kind of action to be taken.

Thank you for your cooperation.

3/24に出金申請をしましたが、その後出金申請を強制的にキャンセルされており、理由を聞いたところプロバイダーにより審査中とのことで、14日ほど待ってほしいとの事でした。

ただし、出金申請から既に14日以上経っているため実質的に出金拒否をされている可能性があるのではないかと考えています。

そこで、何かしらの対処をお願いしたいです。

何卒よろしくお願い致します。

Dear ins96,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

It's been a while since I created my account, so I don't remember, but I think I passed the KYC verification. (I wasn't asked for KYC when I made a withdrawal, because it's customary to do KYC verification first when registering with a casino.)

This is my first time making a withdrawal.

You used the deposit bonus, completed the wagering requirements and won real money.

I do not recall violating any bonus terms or other regulations.

アカウントを作ってから時間が経っており、記憶が無いのですがKYC検証は合格していると思います。(出金時にKYCを要求されなかった、元々カジノに登録する時はKYC検証を先にする習慣があるため)

出金自体は初めてです。

入金ボーナスを使用して賭け条件を達成して賞金をリアルマネーとして獲得しました。

ボーナス規約やその他の規約には違反した覚えはありません。

Thank you very much for your reply, ins96. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you an email with the image file attached.

Thank you for your confirmation.

画像ファイルを添付したメールを送信致しました。

ご確認よろしくお願い致します。

Thank you very much, ins96, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ins96,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Snatch Casino representative to join this conversation.

Dear Snatch Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear ins96 and Mirka,

We completely understand how sensitive this situation is and want to assure you that we are doing everything possible to resolve it as quickly as we can.

At the moment, we are conducting a thorough review of the case and hope to complete it shortly. We sincerely appreciate your patience and understanding during this process.

Thank you once again for your trust and cooperation. If you have any questions or need further assistance, please feel free to reach out to us at any time.

Respectfully,

Snatch Casino Representative

Dear ins96 and Mirka,

Please be advised that we have completed checking. 

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Snatch Casino Representative

Thank you for the update, Snatch Casino.

Dear ins96,

Could you please clarify, if you are able to complete a withdrawal now?

Dear ins96,

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.