Snai Casino - La cuenta del jugador ha sido suspendida.

Hello, I would like to understand how this works, thank you. I have a suspended Snai account that I can't access or withdraw from. I had sent my identity card as requested.

Ciao vorrei sapere come funziona grazie, io ho un conto snai sospeso a cui non riesco ad accedere e prelevare, avevo inviato la carta di identita che mi avevano chiesto

Dear varialoterilo323,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• When have you provided the casino with your ID card?
• 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 the help of a 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

they blocked me 5 months ago, I didn't use any bonus, the casino just told 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 presence of disputes subject to investigations by the competent judicial authorities.

mi hanno bloccato 5 mesi fa , non ho usato nessun bonus, il casino mi ha solo detto:

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

Dear varialoterilo323,

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Please send me the communication in which the casino informed you about the investigation of your account. Please send the information to my email at tomas@casino.guru

hi, I have already provided you with the communication received above, I haven't played on their site I think

ciao ti ho gia fornito la comunicazione ricevuta sopra, non ho giocato sul loro sito mi sembra

can you please ask the casino for explanations? They don't even reply to me, what about you?

potete perfavore chiedere spiegazioni al casino? a me neanche rispondono , a voi?

I apologize for not replying earlier.

Do I understand correctly the casino withholds your funds and there was no previous gambling activity on your player's account?

exactly, perhaps I had made some slots games for a few euros and some small sports games but the suspension came after some time of inactivity on my part and reading around I understood that they didn't do it because I violated something by playing but it's simply a what happens with snai if you don't use the account much, then I'm not sure

esattamente, forse avevo fatto qualche giocata alle slot di pochi euro e qualche piccola giocata sport ma la sospensione è arrivata dopo diverso tempo di inattività da parte mia e leggendo in giro ho capito che non lo hanno fatto perche ho violato qualcosa giocando ma semplicemente è una cosa che succede con snai se non usi molto l'account, poi non sono sicuro

Thank you very much, varialoterilo323, for providing the necessary information. 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.  

Hello varialoterilo323,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will make an effort to reach out to the casino team; however, based on our recent experience, the casino team became unresponsive to our question in regard to player complaints, so the outcome of your complaint is uncertain. I do have some additional questions.

How long was your account inactive before you started to use it again? Have you requested an account closure in the past by any chance?

yes I have asked several times for them to pay me and close the account

si ho richiesto piu volte che mi pagassero e chiudessero il conto

Dear varialoterilo323,

Seems like my previous question was not fully clear so I will rephrase it.

Have you ever requested to close your account for reasons unrelated to the current situation? Perhaps you wanted to take a break from playing, felt you were playing too much, or had other reasons? How long was your account inactive before you started to use it again?

I asked for closure because I didn't feel comfortable on the site since they said they were giving me a bonus on the deposit I never had, they ignored me I even tried to write to them via PEC, what do you mean by inactive? I deposited and then asked for closure and a refund and that's it, if you mean inactive with not having played I think about 7/8 months but I think that for all these questions Snai has the possibility of providing a more precise and clear answer so maybe try asking them since this complaint has been open for over a month

ho chiesto la chiusura perche non mi trovavo bene sul sito dato che avevano detto che mi davano un bonus sul deposito mai avuto, mi hanno ignorato ho provato pure a scrivergli alla pec , cosa intende per inattivo? io ho depositato e poi chiesto la chiusura e il rimborso e basta , se intendete inattivo con non aver giocato penso sui 7/8 mesi ma penso che a tutte queste domande snai abbia la possibilità di fornire una risposta piu precisa e chiara quindi magari provate a chiedere a loro visto che questo reclamo è aperto da piu di un mese

Dear varialoterilo323,  

I have reached out to the Snai Casino Team and am currently awaiting their response. However, as previously indicated, the casino team has not been responsive to our inquiries, which leaves the resolution of your complaint uncertain. Nevertheless, I will proceed with the standard complaint resolution process.

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 send it to me at michal.k@casino.guru

but snai isn't answering you?

ma snai non vi risponde?

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 varialoterilo323,

I wanted to update you regarding my communication with the Snai Casino team. They have responded, but unfortunately, their message did not provide much assistance. They simply indicated that the investigation into your account is still in progress and that's it.

I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) (giochi.reclami.online@aams.it) and submit a complaint to them. The ADM, as an authority, might have more options or tools to help with your case.

In accordance with our standard protocol, I will keep the timer active, as I may receive further details regarding your case; however, the resolution of your complaint remains uncertain. While I wish I could provide more favorable news, we lack the legal authority to compel the casino to cooperate with us, which significantly restricts our options when the casino is uncooperative.

Dear varialoterilo323,

I have been informed by the Snai Casino team that to initiate the refund process, you must send an email requesting the withdrawal from the contract. Upon receipt of your request, the casino team will provide you with additional information. Please let me know once you send the email requesting the withdrawal from the contract.

I had already sent this request on March 16, however in reality if possible I would prefer not to close the account but to reactivate it if Snai clearly wants so as to be able to withdraw in the room in cash and / or continue to use the account perhaps later, can you ask him? if not I proceed with a new closure request

avevo gia mandato questa richiesta in data 16 marzo, comunque in realtà se possibile preferirei non chiudere il conto ma riattivarlo se snai chiaramente vuole in modo da poter prelevare in sala in contanti e / o continuare ad usare il conto magari piu avanti, potete chiedergli? se no procedo con una nuova richiesta di chiusura

Dear varialoterilo323,

I was informed only that you should contact the Snai casino support directly and they will provide you with additional information.

Dear varialoterilo323,

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.

I've been doing this for 7 months via email but they always ignore me

lo faccio da 7 mesi via email ma mi ignorano sempre

email sent on March 28th think about it: (so you don't want to pay me my winnings?

on March 16 I requested payment of my funds and closure of my account if you refuse to proceed kindly provide me with your certified email thank you )

I can forward it to you if you want, there are so many others

email inviata il 28 marzo pensa te: ( quindi non volete pagarmi le mie vincite? 

in data Marzo 16 ho richiesto il pagamento dei miei fondi e la chiusura del mio account se rifiutate di procedere fornitemi gentilmente l'email pec grazie )

posso inoltrarvela se volete , ce ne sono tantissime altre

Dear varialoterilo323,

I am sorry I cannot provide you with any other responses from the casino representative than you should contact the casino support team. I'm fully aware you have done so multiple times already, but sadly there is not much further we can do to help. As I mentioned above I suggest reaching out to the Agenzia delle Dogane e dei Monopoli (ADM) at giochireclami.online@aams.it to file a complaint. As a regulatory body, the ADM may have additional resources or avenues to assist you with your situation. 

In line with our usual procedures, I will continue to monitor the situation, as I may receive more information regarding your case. However, please be aware that the outcome of your complaint is still uncertain. While I would like to offer more positive news, our ability to influence the casino's actions is very limited, which poses challenges when they are uncooperative.

Dear varialoterilo323,

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.

Dear varialoterilo323,

I have tried to contact the casino repeatedly but had no success in getting any useful information. 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. 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