The player from Italy had deposited $500 to participate in a casino promotion, but had his account frozen for 180 days shortly after, preventing him from accessing his deposited amount. The player indicated that he had activated the bonus and had been using the account without issues for three years prior to the block. However, due to a lack of response to inquiries from the Complaints Team, the investigation could not proceed, leading to the closure of the complaint. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Snai Casino - Player's account has been closed after promotion.
Closed
Our verdict
Player stopped responding
Amount: €504
Snai Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
I just participated in their promotion so you can deposit 100$ and get 500 bonus. An hour after depositing the 500, they froze my account for 180 days according to article 14 of the law and I could not get back the deposited amount.
Automatic translation:
Public
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6 months ago
Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snai Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you activated the bonus, but weren't able to finish the wagering requirements?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Have you submitted any documents required for verification to the casino so far?
- Could you please share more details about which promotion you participated in?
- Could you please share with me your communication with the casino regarding the investigation of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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Public
6 months ago
Translation
Sorry, I found out I wrote it wrong. It means to top up 500 euros and get a bonus of 100 euros.
Yes, the bonus was activated, but an hour after completing the top-up, my account was inexplicably blocked due to article 14. I have been using this account since the 2022 World Cup. It has been 3 years. During this time I have played live games, sports, slots and even bingo. I have also made withdrawals and top-ups without any problems. I have submitted all my documents.
Automatic translation:
Public
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6 months ago
Thanks for the clarification.
- Could you please share with me your communication with the casino regarding the investigation of your account or any supporting evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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5 months ago
Dear 1016848493,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
