Severe withdrawal delay of 2488 BRL and unresponsiveness from KYC team
Reason: Delayed payment
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)
