The player from Italy found her account suddenly blocked with reference to article 14 and was unable to get a response from the casino. She had €500 in her account and was concerned about the delay in accessing her funds. After reviewing the situation, it was determined that the casino likely detected activity that required investigation, which limited the ability to evaluate the complaint. Consequently, the complaint was closed as insufficient information was available for further action.
Snai Casino - Player’s account is blocked without explanation.
Closed
Our verdict
Other
Amount: €500
Snai Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hello, this morning they suddenly blocked my account with the wording of article 14. I tried to contact them but they do not answer me can you help me please, also because I have € 500 in the account that I would not like to see again in 6 months. I could also delete the account if they allowed me.
Automatic translation:
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9 months ago
Dear barbaraduso25,
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.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Have you contacted casino support and asked for an explanation? With what result?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you provide any documents required for verification recently or in the past? Which ones and when?
- Did you achieve your current balance with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hi, I signed up I think 5-6 months ago and my account was blocked yesterday morning. I contacted the casino via email but I didn't get a response, I also asked for the account to be deleted but nothing. I play relatively sports betting and the balance is the result of winnings and losses so I don't think that's the problem, nor have I used bonuses or anything else. As for the documents, I sent them a short time ago because they had expired but they were immediately accepted.
Automatic translation:
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8 months ago
Thanks for your reply.
If you predominantly achieved your balance with sports betting and your account has been blocked the casino probably detected an activity they need to investigate. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to help.
