Snai Casino - プレイヤーのアカウントは停止されました。

They don't respond to emails, they suspended my account and I had almost 800 euros in it, I played slots without a bonus for two days after registering but then they suspended me, please help me

non rispondono alle email mi hanno sospeso il conto e avevo quasi 800 euro sopra, ho giocato alle slot senza bonus per due giorni dopo la registrazione ma poi mi hanno sospeso, perfavore aiutatemi

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any emails or notifications after your account was suspended?
• Have you passed the full KYC verification?
• Could you please specify which games you played?
• When was the last time you communicated with the casino customer support regarding the suspension of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

They don't respond to emails, they don't send emails and I think I passed the verification after uploading the document and receiving approval via email

non rispondonon via email, non mandano email e penso di aver superato la verifica dopo aver caricato il documento e aver ricevuto via email l'approvazione

Can you contact them? They don't answer calls or emails.

potete contattarli? non rispondono ne a chiamate ne a email

Has the casino responded to any of your emails or chats? Have you made sure to use the correct email address to contact customer support? Kindly forward me the emails you sent to the casino regarding your problem at veronika.f@casino.guru, or post screenshots here. Thank you for your cooperation.

Done veronika.f@casino.guru

fatto veronika.f@casino.guru

They're completely ignoring me, can you contact them?

mi ignorano completamente, potete contattarli voi?

Thank you very much, claudio767, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Snai Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Snai Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

But can't you talk to them? They ignore me by email.

ma voi non potete parlare con loro? mi ignorano via email

nothing then? what can I do?

nulla quindi? come posso fare io?

I have tried to contact the casino repeatedly but had no success. 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. In the meantime, I recommend you contact the ADM Gaming Authority (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 if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski