Snai Casino - 설명 없이 플레이어의 계정이 정지되었습니다.

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

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.  

Hello, lottusbinch,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Snai Casino team,

Could you please explain the player's situation in more detail? What is the reason for such a long account suspension and investigation? Can you share more details with us? What is going on, and what steps could the player take to unblock the account and/or withdraw his winnings, or speed up the process?

The casino basically informed the user that it would keep his disputed funds for half a year, without further clarification.

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If needed or if it suits you better, feel free to send the necessary evidence to my email address (branislav.b@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 lottusbinch,

I am extending the timer for the casino. I am in contact with the casino representative outside the thread and waiting for more details and supporting evidence. Once I have any news or updates, I will inform you.

Thank you for your patience and understanding.

Dear lottusbinch,

Unfortunately, the casino was unable to provide us with more details/evidence supporting its claims and decision and stopped responding. Consequently, we are forced to close this complaint as unresolved.

I understand this is not 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 (giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Feel free to let me know how they responded (branislav.b@casino.guru).

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

Best regards,

Branislav, Casino.Guru