The player from Italy had deposited funds and successfully validated his account, but after increasing his balance to €700, his account was suspended without explanation. He could not access his account or receive a response via email regarding the issue. The player confirmed that his document verification had been completed prior to the suspension and that he had not used any bonuses. The issue was resolved when the casino unblocked his account. The complaint was marked as 'resolved' in the system by the Complaints Team.
Snai Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €700
Snai Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hi, I registered my account and deposited after the validation of the document confirmed to me by call and email, I played a few euros at blackjack and from 400 of deposit I went to 700, the next morning I received an email of suspension of the account, I can't access and by email they don't answer me anymore
Automatic translation:
Public
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9 months ago
Hello francescofresu09,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snai Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
9 months ago
Translation
I did not use any bonuses, the document verification as I explained to you took place the day before with confirmation via email and telephone.
Automatic translation:
Public
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9 months ago
Hello francescofresu09,
Please forward the communication between you and the casino related to this case to [email protected] for further review.
Awaiting your response.
Regards,
Nick
Public
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9 months ago
Translation
Hi, they unblocked me in the meantime, maybe next time if I can give you some advice contact the casino directly
Automatic translation:
Public
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9 months ago
Dear francescofresu09,
We're glad to hear that your issue has been resolved.
Please note that we contact the casino only in case we have collected sufficient evidence from the player.
We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
