Snai Casino - La cuenta del jugador ha sido cerrada después de la promoción.

I just participated in their promotion so you can deposit 100$ and get 500 bonus. An hour after depositing the 500, they froze my account for 180 days according to article 14 of the law and I could not get back the deposited amount.

我刚刚参加了他们的促销活动，因此您可以存入 100 美元获得 500 的奖金。存入 500 一小时后，他们根据法律第 14 条冻结了我的账户 180 天，我无法再取回存入的金额。

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snai Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you activated the bonus, but weren't able to finish the wagering requirements?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you submitted any documents required for verification to the casino so far?
• Could you please share more details about which promotion you participated in?
• Could you please share with me your communication with the casino regarding the investigation of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Sorry, I found out I wrote it wrong. It means to top up 500 euros and get a bonus of 100 euros.

Yes, the bonus was activated, but an hour after completing the top-up, my account was inexplicably blocked due to article 14. I have been using this account since the 2022 World Cup. It has been 3 years. During this time I have played live games, sports, slots and even bingo. I have also made withdrawals and top-ups without any problems. I have submitted all my documents.

Mi dispiace, ho scoperto di averlo scritto male. Significa ricaricare 500 euro e ottenere un bonus di 100 euro.

Sì, il bonus è stato attivato, ma un'ora dopo aver completato la ricarica, il mio account è stato inspiegabilmente bloccato a causa dell'articolo 14.Utilizzo questo account sin dai Mondiali del 2022. Sono passati 3 anni. In questo periodo ho giocato a giochi dal vivo, a sport, alle slot machine e persino a bingo. Ho anche effettuato prelievi e ricariche senza alcun problema. Ho presentato tutti i miei documenti.

Thanks for the clarification.

• Could you please share with me your communication with the casino regarding the investigation of your account or any supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear 1016848493,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru