The player from Italy had won a significant amount playing slots but found his account suspended the next morning for unspecified security reasons. He emailed Snai with the requested identification documents to restore his account and sought assistance. The issue was resolved after the player confirmed that he had received a response from the casino regarding the verification process. His account was reinstated, allowing him to access his winnings.
Snai Casino - Player’s account has been locked for security reasons.
Resolved
Our verdict
Case closed
Amount: €1,854
Snai Casino
Safety Index:Above averageCase summary
Discussion
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Public
3 months ago
Translation
Last night I won a good amount of money playing slots and casino games on the site. This morning I placed a small bet, then I reopened my account and just received this message:
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.
I have now sent an email to Snai with the document and a request for explanations.
Could you help me?
Automatic translation:
Public
Public
3 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties with your account. From your description, it seems that the casino has temporarily suspended access for security reasons and has requested identity verification before reopening it.
To better understand your situation and assist you, could you please clarify:
- Was this the first time your account was restricted, or have you experienced similar security measures with this casino before?
- Have you already received any response from the casino since sending them your identification documents?
- When exactly did you send your identification documents to the casino? Have you made sure to send them on time and in the correct format?
- Have you successfully completed KYC (Know Your Customer) verification with this casino in the past, or is this the first time they requested your ID?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
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
Public
3 months ago
Translation
Hi Veronika,
First of all, thanks for your prompt reply.
I'll answer your questions in order:
-I've been playing with Snai for 15/16 years and I've never had any kind of problem
- the documents have always been updated and modified before their expiration, so much so that I made top-ups and a withdrawal on the same day
-I repeat: documentation always updated and never had any problems
-The winnings I got were around a thousand euros on non-live casino games and 500-600 euros on slots. The next day I played €1.50 on a virtual one.
I'd say it's something normal, nothing sensational.
Then, I never had a problem with top-ups or withdrawals, much less documentation.
The problem is that I have almost €2,000 blocked. I don't understand why they never checked every time I lost money...🤔
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 Gabriellone10,
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
