The player from Italy had their Snai account suspended without a clear reason, citing Article 14 after winning €800 using a promotional bonus. Despite multiple attempts to contact the casino via email and live chat, they did not receive any response and sought assistance in resolving the situation and accessing their winnings. The issue remained unresolved as the player did not respond to follow-up inquiries from the Complaints Team, leading to the rejection of the complaint.
Snai Casino - Player's account has been closed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €695
Snai Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
Hello everyone. Another case of a Snai account suspended due to Article 14.
Let me explain what happened, truly hoping for a resolution.
Here's what happened: I've had the account for about a week and a half. From the start, I deposited a lot of money every day, mostly in the evening, and in line with the promotions, I almost always participated and fully qualified for the bonuses. Note: I only play in Snai's Bingo halls. On January 15, 2025, I didn’t deposit any money, for the first time in a week and a half. On January 16, 2025, I received a bonus of €75 from the days prior to the 15th. I fully qualified for the bonus as I had played a lot that week. The bonus was specifically for Bingo, including both the Live Bingo Hall and the classic Snai bingo rooms. What did I do? I turned on the computer and logged into the Live Bingo Hall. I started playing with the €75 bonus, meaning for the second day, without depositing any of my own money. During the third game, I won a Prize of €800 called "Bingo Bronze." The money was immediately credited to my account, so I had exactly €800. I took a photo and continued playing. When I reached €695, I tried to buy tickets, but it said, "error tickets not purchased." So, I simultaneously decided to log in through my phone to the classic bingo rooms to see if I could buy tickets there, but it wouldn’t let me. I was logged in simultaneously from both my PC (Live Bingo Hall) and my phone (classic rooms) using the same internet connection. Shortly after, in less than ten seconds, the server disconnected me from both devices, logging me out from both screens. I tried logging back in, and that’s when I got the infamous message "Account suspended due to Article 14." Now, I ask myself, before writing this message, I thoroughly researched and understood what it’s about. I've read that many Snai users have had this issue. The problem is, what exactly did I do to get suspended? Play like a regular person by purchasing simple tickets? Or do they not like the fact that I made a significant win with their bonus without making deposits? Now, how do I resolve this situation? NOTE: I have already sent numerous emails to Snai, contacted live chat countless times, and guess what? NEVER got a response.
I sincerely hope to receive help, at least to close the account and withdraw the money that is rightfully mine.
Automatic translation:
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11 months ago
Dear Utente1975,
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.
When was the last time you communicated with the casino?
Has the casino specified which rules of Article 14 you have allegedly breached? Please forward me the emails you exchanged with the casino after your account was blocked at [email protected].
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
Dominika
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11 months ago
Translation
Thank you so much for replying.
Day 4 in which I desperately contact Snai: via chat, via email, via phone and, even physically in Snai centers.
In chat as soon as I explained the problem the operators disconnected (I have all the screenshots). Via email, I sent so many, they sent them all back to me, without ever deigning to answer me and, without EVER giving me an explanation. Via phone the number is off and non-existent, physically in the Snai centers they told me these exact words: "we are very sorry for what happened, through some research we have carried out you do NOT fall under any crime, we will proceed to contact Snai directly." But, to date, NO ONE has come forward and, no one has ever answered me, nor given me an explanation. I find myself with €700 blocked and with the denial of being able to send emails since they are not taken into consideration and are sent back to me as "null".
Automatic translation:
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11 months ago
Translation
I have a person I know very closely who has a Snai center. I ran to him to ask for explanations and it was he who told me "You do not fall into any crime after the checks we carried out, furthermore something like this has never happened to us." Ps: I sent you the email with all the screenshots of the emails I sent to Snai.
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10 months ago
Dear Utente1975, is your casino account still suspended? I have not received any emails from you.
