Snai Casino - La cuenta del jugador ha sido suspendida sin explicación.

hi my name is Sonia **** I registered 3 months ago on Snai, after I deposited and made a couple of bets, one day I found my account suspended according to article 14, from that day I ask for explanations and how to withdraw especially via email but they ignore me, what can I do?

ciao mi chiamo Sonia **** mi sono registrata 3 mesi fa su snai dopo ho depositato e fatto un paio di scommesse, un giorno mi sono trovata sospesa il conto epr articolo 14, da quel giorno chiedo spiegazioni e come prelevare soprattutto via email ma mi ignorano, come posso fare?

Dear lottusbinch,

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

I checked the rules on the website but I struggle finding article 14

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

• When exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 
• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

on March 4th they sent me:

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 case of disputes subject to investigations by the competent Judicial Authorities.

A greeting,

The SNAI Team

from then on I sent 20 emails asking for explanations and how to withdraw the money but they didn't respond

I have never used bonuses I made a sports bet

il 4 marzo mi hanno inviato:

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

da li in poi ho inviato 20 email per chiedere spiegazioni e come prelevare i soldi ma non rispondono

Non ho mai usato bonus ho fatto una scommessa sportiva

Thank you for your reply, lottusbinch. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take issues related predominantly related to sports betting activity.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

what would that mean? why can't you ask the casino why they don't pay me? what information do you need? The situation is always simple for me, they suspended me and ignore me hoping that I will let it go...

che cosa vorrebbe dire? come mai non potete chiedere al casino perchè non mi paga ? che informazioni vi servono? a me sempre semplice la situazione , mi hanno sospeso e mi ignorano sperando che io lasci perdere...

I don't understand the lack of help, the two weeks of waiting without any useful information, I wonder if this site works for Snai at this point

non comprendo il mancato aiuto le due settimane di attesa senza nessuna informazione utile , mi chiedo se questo sito lavori per snai a sto punto

Thank you for your patience, lottusbinch. I apologize for the lack of response. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

In your previous responses, you indicated your gaming activity was focused on sports betting which doesn't align with our expertise.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

lease, let me know if you are interested in the list of these websites I offered earlier, thank you very much for your understanding.

I made two 5 euro sports games and then a bit of offline blackjack if I remember correctly, what's the problem?

avro fatto due giocate da 5 euro allo sport e poi un po di blackjack offline se non ricordo male, che problema ce?

Thanks for the clarification. We'll try to investigate further. Thank you very much, lottusbinch, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.