Snai Casino - プレイヤーのアカウントは停止されています。

They suspended my account without any explanation and without requesting any documents, while still keeping my money. I've seen several cases like mine, how can I resolve this?

mi hanno sospeso il conto senza motivazioni senza richieste di documenti, con i miei soldi in tasca loro , ma vedo diversi casi come questo , come posso risolvere?

Dear SergioVannetiello,

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 while your account was active - slots, live casino, sports betting, etc.?
• Do I understand correctly that your account has not been verified?
• Did you accumulate your winnings with or without an active bonus?

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

I didn't use bonuses, the account was verified in fact I could withdraw before the suspension, and I generally played a few games but I don't remember the names

non ho usato bonus, il conto era verificato infatti potevo prelevare prima della sospensione, e ho giocato un po in generale a qualche gioco ma non ricordo i nomi

Thank you for your reply, SergioVannetiello. Have you tried contacting the casino regarding this issue? 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.

they only respond like this to anything:

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

rispondono cosi solo a qualunque cosa:

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

Thank you very much, SergioVannetiello, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 SergioVannetiello,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Snai Casino representative to join this conversation and participate in resolving this complaint.

Dear Snai Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

but have you ever solved a case with this mess or does he never respond? no because I see that this mess never responds but not only in my complaint....

and do you rate them above average when they do this? I can't imagine who is below average sorry....

ma avete mai risolto un caso con questo casino o non risponde mai ? no perche vedo che sto casino non risponde mai ma non solo nel mio reclamo....

e li valutate sopra la media quando fanno cosi? non oso immaginare chi è sotto la media scusate....

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.

Hello SergioVannetiello,

I contacted the casino outside the complaint thread and will extend the timer for another seven days. Let's hope that we get a response from them.

Your patience is much appreciated.

vabbene...

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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

Hello SergioVannetiello,

We’ve reopened this complaint at the request of Snai Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I was informed by a casino representative outside of a complaint thread that your account was reactivated. Could you confirm this information?

I'll be awaiting your reply.

thank you very much casino guru now I can withdraw!

grazie mille casino guru ora posso prelevare !

Hello SergioVannetiello,

I am glad to hear that! Could you let me know once you receive your withdrawal?

I'll be awaiting your reply.

Dear SergioVannetiello,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.