Snai Casino - La cuenta del jugador se ha cerrado inesperadamente.

I just opened my Snai account, I played roulette and after playing I realized I had a fun bonus for some slots which I later lost... that same evening I tried to withdraw the money but immediately after the withdrawal I was sent an email notification that my account was suspended due to article 14

Ho appena aperto il mio account snai, ho giocato alla roulette e dopo aver giocato mi sono accorta di avere del fun bonus per delle slot successivamente perso… la stessa sera ho provato a prelevare i soldi ma subito dopo il prelievo mi è stata mandata per email la notifica di account sospeso per articolo 14

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your account was suspended? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.
• Have you played any other games apart from roulette and slots?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

Hi, I'm forwarding this email to the email sent by Snai.

-yes I only played roulette and slots

• yes I sent the documents and verified them

ciao, inoltro per emaila mail mandata da snai

-si ho giocato solo roulette e slot

• si ho mandato i documenti e verificati

Dear emmabet,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello there,

Thank you emmabet for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snai Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli and submit a complaint to them. You must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to Giochi.reclami.online@aams.it. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter