Snai Casino - La cuenta del jugador ha sido cerrada.

the casino is holding my deposit after suspending my account on May 12th with no explanation and not replying to my emails

How do I recover my funds?

I'm afraid it could be the fault of another bwin casino where I was suspended at the beginning of the year who may have shared information

il casino detiene il mio deposito dopo aver sospeso il mio conto il 12 maggio senza fornire spiegazioni e senza rispondere alle mie email

come recupero i miei fondi?

temo possa essere colpa di un altro casino bwin dove sono stato sospeso ad inizio anno che avrebbe potuto condividere informazioni

Dear pasqualeoliverioslot,

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. Do I understand correctly that you made a deposit of €500 (dispute value) and didn't place any bets? Did you activate any bonuses on top of your deposit?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

no bonus just my deposit cashed out by the casino and held with no explanation

nessun bonus semplicemente il mio deposito incassato dal casino e detenuto senza spiegazioni

Thank you very much, pasqualeoliverioslot, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 pasqualeoliverioslot,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know, sometimes the casinos can indeed share with each other information about suspended players when such players have been suspended for gambling problems for example, however, I am not sure if Snai Casino cooperates with Bwin in this. I will contact the casino to shed more light on this matter.

We would like to invite Snai Casino to join the conversation.

Dear Snai Casino,

Can you please provide information on why was the player's account suspended?

If the information can't be shared publicly please sent them to me at michal.k@casino.guru

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 pasqualeoliverioslot,

I hope this message finds you well. I wanted to provide you with a short update on the situation. I have been maintaining regular communication with the casino representative. However, I regret to inform you that they are still investigating your case. Your case turned out to be much more complicated than it first appeared. Regrettably, we have not been given any indication of how much longer the investigation might take.

Considering that the investigation could potentially last for up to 180 days, there is little we can accomplish at this stage. If you agree, I suggest resetting the timer for a period of 4 weeks and then reassessing the progress. I understand your frustration with the lengthy wait, but until we receive any adequate information, we are unable to proceed with your complaint.

Thank you for your patience and understanding.

Best regards,

Michal

but check what?

ma verificare cosa?

Dear pasqualeoliverioslot,

I apologize for the little delay in responding.

I have spoken to the casino representative, and they have informed me that they are unable to provide any specific information while the investigation is still underway. I understand your dissatisfaction with the waiting, but sadly, gathering all the necessary information for KYC, AML, and information from the game provider takes quite a lot of time. Sadly, there is not much else to do here but just wait. Please be assured that once there is a development, you'll be immediately informed. At the moment, I kindly ask you to be patient.

kyc and aml? they have my documents and I made a deposit of 400 e bom.....

kyc e aml? hanno i miei documenti e ho fatto un deposito da 400 e bom.....

Dear pasqualeoliverioslot,

Please bear in mind that all of your documents have to be reviewed by the appropriate team or by a specialized company and that of course takes time. Another factor is that your gameplay can be checked with the game provider and this usually takes a lot of time, so as I mentioned previously the whole investigation could potentially last for up to 180 days. I understand your dissatisfaction with the waiting, but sadly, there is not much else to do here than just wait.

6 months to look at my ID photo? which by the way I have already provided during registration and they approved me in 5 minutes.....

6 mesi per guardare la foto della mia carta di identità? ch tralaltro ho gia fornito in fase di registrazione e mi hanno approvato in 5 minuti.....

Dear pasqualeoliverioslot,

I am in communication with the casino and they are as well still waiting for the report from the game provider. The report is very important to move on with your case, so sadly there is not much else to do here than just wait.

I fully understand your dissatisfaction with the waiting, but as mentioned sadly there is not much else to do here than just wait.

ok, let's wait again

ok aspettiamo ancora,

Dear pasqualeoliverioslot,

I hope this message finds you well. I fully understand your dissatisfaction with the waiting, but we are still waiting for the report from the game provider. The report is very important to move on with your case, so sadly there is not much else to do here than just wait.

If you wish to submit an official complaint to ADM, please feel to do so by sending them an email here:giochi.reclami.online@aams.it, but I believe that without the report from the game provider, even the authority will not be much of a help either.

I suggest resetting the timer for a period of 4 weeks and then reassessing the progress. I again understand your frustration with the lengthy wait, but until we receive the report from the game provider, we are unable to proceed with your complaint.

Thank you for your patience and understanding.

Best regards,

Michal

Dear pasqualeoliverioslot,

I hope this message finds you well.

I have been maintaining regular communication with the casino representative. However, I regret to inform you that, unfortunately, they are still waiting for the report from the game provider. Although we understand that it is usually quite time-consuming to receive the report from the game provider, in this case, it took abnormally long, and as there has been no real development, we are forced to close this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach and to be more active in communication with its game providers.

If you wish to submit an official complaint to ADM, please feel free to do so by sending them an email here: giochi.reclami.online@aams.it The ADM, as an authority, might have more options or tools to help with your case. Please let me know how ADM has decided or if they were able to help you at michal.k@casino.guru

We are sorry we could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our best to help.

Best regards,

Michal

Casino guru

The casino can reopen and solve this complaint anytime.