The player from Italy had his Snai gaming account suspended for security reasons since August 5, 2025, and faced a block on all transactions. He tried to comply with instructions to send identification documents for account restoration but had yet to receive a response. After communicating with the Complaints Team and providing the necessary information, the issue was marked as resolved, indicating that the player received the assistance needed to restore his account.
Snai Casino - Player’s account has been closed for technical checks.
Resolved
Our verdict
Case closed
Amount: €980
Snai Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Good morning members of Casino Guru, on August 5, 2025, my Snai gaming account was suspended and I received the following email:
"Dear Customer,
We inform you that, for security reasons, SNAI has taken precautionary measures to protect your gaming account.
Following the above, first of all, we would like to point out that these are "events" outside the control of this Dealer.
That being said, we inform you that, in order to restore the operability of your account, and simultaneously reset your login credentials, you will have to make a request to the email address [email protected] , attaching a copy of both sides of a valid identification document.
A greeting,
The SNAI Team"
When I try to log in to my account, I get this message:
"Dear Customer,
We inform you that, pursuant to Article 14 of the Remote Gaming Contract, SNAI has suspended your Gaming Account for technical checks. Therefore, all transactions on it will be blocked, including deposits and withdrawals. This measure will last for a maximum of 180 days, after which the Gaming Account will be restored, except in the case of disputes that are subject to investigation by the competent judicial authorities.
After all this, I tried, as they asked in the email, to send a copy of the front and back of my ID, but so far without success as I still haven't received any response.
Thank you in advance for reading this, and I hope that by working with them, you can get some answers and even reactivate my account.
Best regards.
Automatic translation:
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4 months ago
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.
Could you please specify when exactly you sent your ID to the casino for verification?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
Have you made any successful withdrawals from this casino before?
Did you accumulate your winnings with or without a bonus?
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
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.
Public
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4 months ago
Translation
Good morning, in response to your question:
-I sent my identity document for the first time to verify my gaming account in 2015, and the second time given the expiration date in 2021;
-I played a bit of everything, including virtual and real sports betting, online casinos, live casinos, bingo, slot machines, scratch cards, etc.;
-never had any problems depositing or withdrawing money on this site in the past;
- I have accumulated winnings with both real balance and bonuses;
This is what I had to say regarding your questions, I await your response.
Best regards.
Edited
Automatic translation:
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3 months ago
Which games did you play just before your account was locked for further verification?
Have you received any response from the casino regarding the verification of your ID in the meantime?
Please forward all communication between you and the casino’s customer support regarding the suspension of your account to [email protected].
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3 months ago
Translation
Good morning, in response to your questions:
- shortly before my account was blocked I remember playing virtual and real sports betting and slots;
- regarding the identity document verification, I have not received any type of response.
These are my answers to your questions, I await your response.
Best regards.
Automatic translation:
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear gian24591,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
