Snai Casino - プレイヤーのアカウントは閉鎖されました。

Hi, I find my Snai account blocked with only 1080 euros after I unlocked the gold bonus and played 5 euros through 7 e mezzo online and won 1080 euros and also the withdrawal of 28 euros via voucher. They block my account under article 14. I want them to unblock my account and give me my money that has been blocked for a week since Monday. Help me.

ciao mi ritrovo il conto bloccato della snai con solo 1080 euro dopo che o sbloccato bonus gold e o giocato 5 euro tramite 7 e mezzo online e vinto 1080 euro e anche il prelievo 28 euro tramite vouher mi bloccano il conto articolo 14 voglio che mi sbloccano il conto e dare i miei soldi bloccati da una settimana da lunedi aiutatemi

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When did you create your casino account?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi, the account is verified or even withdrawn with a card and via voucher. I was playing at 7.50 at the casino and I received 1080 euros at 1.29pm. I received an email from Snai saying article 14. I want my money. 1080 euros suspended on the account.

ciao il conto e verificato o anche prelevato con carta e tramite voucher stavo giocando al 7 e mezzo al casino e arrivo 1080 euro alle 13,29 mail della snai che dice articolo 14 io voglio i miei soldi 1080 euro sospeso sul conto

No one answers me, they have to close the account and give my money 1080 euros on the IBAN already sent

nessuno mi risponde devono chiudere il conto e dare i miei soldi 1080 euro sul iban gia inviato

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello PASQUALE,

In order to take charge of your closure request and proceed with the usual checks, it is necessary to send a request, attaching a copy of both sides of a valid identity document, via EMAIL to the address snaidigital@snai.it .

In the request, it is necessary to indicate the method of refund of the balance, if applicable.

You can choose:

Bank transfer to your bank or postal account (indicating the IBAN code)

Direct debit (you must go to any post office starting from the third working day from the date of issue, showing an identification document and your tax code).

Ciao PASQUALE,

al fine di prendere in carico la tua richiesta di chiusura e procedere con le consuete verifiche è necessario inviare una richiesta, allegando copia fronte-retro di un documento d’identità in corso di validità, tramite E-MAIL all'indirizzo snaidigital@snai.it.

Nella richiesta è necessario indicare la modalità di restituzione del saldo se presente.

Puoi scegliere:

Bonifico sul tuo conto bancario o postale (indicando il codice IBAN)

Bonifico postale domiciliato (è necessario recarsi presso un qualsiasi ufficio postale a partire dal terzo giorno lavorativo dalla data di emissione, esibendo un documento di riconoscimento ed il codice fiscale).

I sent 10 emails with IBAN and ID card and I don't reply. I want my 1080 euros back on my bank.

glio mandato 10 mail con iban e carta Identità e non rispondo rivoglio i miei 1080 euro sulla mia banca

He always says that and they don't answer

Dice sempre così e non rispondono

no one answers and there's no point in continuing, don't do anything

nessuno risponde e inutile continuare non fate niente

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

I'm waiting for your reply to solve the problem

aspetto la vostra risposta per risolvere il problema

Hello there,

Thank you alessiogrande34 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snai Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Article 14 and they do not respond to emails that I sent

Articolo 14 e non rispondono alle mail che o inviato

he still isn't responding

ancora non risponde

still nothing

ancora niente

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.

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 Agenzia delle Dogane e dei Monopoli and submit a complaint to them. You must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to Giochi.reclami.online@aams.it. 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter