Snai Casino - La cuenta del jugador fue bloqueada.

good evening I won more than 32,000 euros on snai at a netent slot, I found myself in a suspended account before withdrawing the sum and they don't answer any emails how do I get my money?

buonasera ho vinto piu di 32 mila euro su snai ad una slot netent, mi sono ritrovata prima di prelevare la somma il conto sospeso e non mi rispondono a nessuna email come faccio ad avere i miei soldi?

Hello marghebabycagliari,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? When exactly did they close your account and did they provide any explanation?

Looking forward to your answer.

Regards,

Nick

I haven't used bonuses and I can't access my gaming account, I don't know how to contact them or how to receive my money

non ho usato bonus e non riesco ad accedere al mio conto gioco non so come contattarli ne come ricevere i miei soldi

my account is verified

il mio conto è verificato

Hello marghebabycagliari,

Is it possible to forward your communication between you and the casino to nikolas.b@casino.guru for further review?

Dear Customer,

we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Gaming Account for technical checks, therefore all operations will be inhibited, including deposits and withdrawals.

The provision will have a maximum duration of 180 days, at the end of which the operation of the Gaming Account will be restored, except in the presence of disputes subject to investigations by the competent Judicial Authorities.

A greeting,

SNAI Team

Gentile Cliente,                                                           

ti informiamo che, ai sensi dell’articolo 14 del Contratto per la partecipazione al gioco a distanza, SNAITECH ha provveduto alla sospensione del tuo Conto di Gioco per verifiche tecniche, pertanto ogni operazione sarà inibita, compresi versamenti e prelievi. 

Il provvedimento avrà una durata massima di 180 giorni, al termine dei quali l’operatività del Conto di Gioco sarà ripristinata, salvo che in presenza di contestazioni oggetto di accertamenti da parte delle competenti Autorità Giudiziarie. 

Un saluto,

Il Team SNAI

Hello marghebabycagliari,

When exactly did the check begin? Did you play casino games or sports betting in the casino?

both

entrambi

Hello marghebabycagliari,

If the issue was sports betting related, we can't intervene and you will have to wait out the time given by the casino. When did the check begin exactly?

i won 90% of the amount at the slots they blocked me for that and it happened

Thu 30 Mar, 16:23 2023

ho vinto il 90% della somma alle slot mi hanno bloccato per quello ed è successo

gio 30 mar, 16:23 2023

Hello marghebabycagliari,

As we can't really speed up the investigation process, we will have to leave the complaint open until the time frame runs out.

Hello marghebabycagliari,

Can you please advise if there's been any update regarding your case since your last post?

nothing new, no development

nulla di nuovo, nessun sviluppo

Hello marghebabycagliari and thank you for all the information so far. Your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now.

Wish you best luck resolving it.

Regards,

Nick

Hello marghebabycagliari,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Snai Casino to join the conversation and participate in the resolution of this complaint.

Dear Snai Casino,

Can you please provide further information about the situation with the player's account? Has the investigation been concluded?

Kind regards,

Adam

Hello marghebabycagliari,

I have spoken to the casino representative, and they have informed me that they are unable to provide any information while the investigation is still underway.

As the investigation began on March 30th, and could potentially continue for 180 days, there is not a lot that we can achieve at this point.

If you are agreeable, I believe we should reset the timer for a period of 4 weeks, and then see if there is any progress.

Kind regards,

Adam

the casino sent me this email: Dear Margherita,

We cannot accept the document certifying the ownership of the ****2460 and ****6964 cards.

To confirm ownership of the card, simply access your online banking profile to take a screenshot. Once logged in, it will be necessary to choose the REVOLUT-VIRTUAL CARDS item, under which the data relating to the cardholder will appear. The last 4 digits of the card will be visible on the right. If, on the other hand, you are unable to capture the screenshot according to the instructions provided, you can send us the document in paper form entitled 'CONFIRMATION REVOLUT CARD'.

Here is my response sent to him by email:

I would even send it to you but my name is not on the virtual cards and this would give you the excuse to pretend to check my gaming account for another 2 weeks so I am sending you the printout of the document sent to you several times which you pretend not to receive but via casino guru with online complaint so everyone will see how you deal with winning customers

So casino guru I proceed with the printing of the document that I have been providing them for two months as they told me?

il casino mi ha inviato questa email: Gentile Margherita,

Il documento attestante la titolarita' delle carte ****2460 e ****6964non lo possiamo accettare. 

Per confermare la titolarita' della carta, basta accedere al Suo profilo di online banking per fare uno screenshot. Una volta effettuato accesso, sara' necessario scegliere la voce CARTE REVOLUT-VIRTUAL, sotto la quale appariranno i dati relativi al titolare della carta. A destra saranno visibili le ultime 4 cifre della carta. Se invece non riesce a catturare lo screenshot secondo le istruzioni forniteLe, puo' mandarci il documento in forma cartacea intitolato 'CONFIRMATION REVOLUT CARD'.

Ecco la mia risposta inviatagli per email:

ve lo manderei pure ma sulle carte virtuali non ce il mio nome e questo vi darebbe la scusa per far finta di verificare il mio conto gioco per altre 2 settimane vi mando dunque la stampa del documento inviatovi diverse volte che fate finta di non ricevere ma tramite casino guru con reclamo online cosi tutti vedranno come vi comportate con i clienti vincenti

Dunque casino guru procedo con la stampa del documento che gli fornisco da due mesi come mi hanno detto?

Hello marghebabycagliari,

Thank you for the update. I would like to ask you to provide the rejected document to us for review (the one that the casino has said they cannot accept). You can post it here, or forward it to my e-mail, adam.m@casino.guru.

Regarding the request for the screenshot of the virtual cards, I will contact the casino to see if they are aware that the name will not be visible, and if that is acceptable.

Kind regards,

Adam

sorry I was wrong the previous answer was related to my complaint the one on planetwin, snai did not ask me for documents it says nothing more than to send back the usual message of article 14 etc

scusate ho sbagliato la risposta precedente era relativa al mio reclamo quello su planetwin, snai non mi ha richiesto documenti non dice altro che rimandare il solito messaggio del articolo 14 etc

Hello marghebabycagliari,

Thank you for clarifying the situation. However, we are now back to our previous impasse and I would like to ask you once more if you agree to us resetting the timer for an extended period while we wait for the investigation to be concluded. I believe it is the best option available to us at this point.

Kind regards,

Adam

Of course you are right, go ahead

certo avete ragione procedete pure

Thank you for confirming, marghebabycagliari.

I will extend the timer for a period of 30 days while we await the conclusion of the casino's investigation, after which we will see if any progress has been made and proceed accordingly.

Of course, should there be any developments in the meantime please do let us know.

Kind regards,

Adam

perfect see you soon ;D

perfetto a presto ;D

Dear marghebabycagliari,

The period of 30 days has almost come to an end, can you please provide an update on the situation? Has there been any progress?

Kind regards,

Adam

no communication, no nothing

nessuna comunicazione, nulla di nulla

Thank you for your response, marghebabycagliari.

I have contacted the casino again and I am awaiting their response.

Kind regards,

Adam

Hello marghebabycagliari,

I have spoken to the casino and they have informed me that the investigation is still underway and that they are in talks with the game providers. It is quite likely that the investigation could go on for the full 180 days, so I am afraid all we can really do is wait until it is concluded.

I will therefore extend the timer again, this time for 2 weeks. Please do let me know if there are any developments in the meantime.

Kind regards,

Adam

Does the 180-day suspension start when I received the article 14 email from snai on April 1st?

la sospensione dei 180 giorni parte quando mi è arrivata l'email del articolo 14 da snai il primo aprile?

Hello,

According to the casino, the investigation is counted as starting from March 30th, and so will run potentially until the end of September.

Kind regards,

Adam

Hi, the 6 months of maximum suspension have passed. Should I proceed with the ADM report or what should I do? can you help me get paid by the casino? I would like to avoid hearing from a lawyer

ciao i 6 mesi di sospensione massima sono passati devo procedere con segnalazione adm o come devo fare ? voi potete aiutarmi a farmi pagare dal casino? vorrei evitare di sentire un legale

Hello marghebabycagliari,

Unfortunately, as the investigation began on March 30th, I am afraid it could still continue until the end of this month. I have contacted the casino and they have stated that the investigation is still ongoing.

At this point, you could report the situation to the ADM, but I believe they will tell you to wait for the investigation to conclude. If you wish to try, please contact them by submitting a complaint to giochi.reclami.online@aams.it.

Otherwise, I am afraid the only option is to continue to wait, because if we do not know what specifically is wrong then we do not know how to advise on the situation.

Please let me know how you wish to proceed.

Kind regards,

Adam

I will contact adm after 6 months if the casino continues to say that it needs to do its unclear investigations

contatterò adm dopo i 6 mesi se il casino continuerà a dire che deve fare le sue non ben definite indagini

Hello marghebabycagliari,

Thank you for your response, we will therefore set the timer until the end of the month, and hopefully, we will then be able to better understand the situation.

Kind regards,

Adam

Hi, we're almost at the end of September, is there any news? How should I proceed to collect my slot winnings?

ciao siamo ormai agli sgoccioli con settembre, ci sono novità? come devo procedere per riscuotere la mia vincita alle slot ?

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.

Dear marghebabycagliari,

I have once more contacted the casino, but unfortunately they are still unable to provide any insight into the situation. Consequently, we are forced to close this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could 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 ADM as mentioned previously (giochi.reclami.online@aams.it), and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam