The player from Italy found his Snai account blocked after winning 1080 euros while using a gold bonus. His account had been locked for a week under article 14, and he requested the unblocking of his account and the release of his funds. The Complaints Team attempted to assist by contacting the casino multiple times but received no response. Consequently, the complaint was marked as "unresolved," and the player was advised to contact the Agenzia delle Dogane e dei Monopoli for further assistance.
Snai Casino - Player’s account is closed.
Unresolved
Our verdict
No reaction policy
Black points: 73
Amount: €1,080
Snai Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Hi, I find my Snai account blocked with only 1080 euros after I unlocked the gold bonus and played 5 euros through 7 e mezzo online and won 1080 euros and also the withdrawal of 28 euros via voucher. They block my account under article 14. I want them to unblock my account and give me my money that has been blocked for a week since Monday. Help me.
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2 months ago
Hello,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- When did you create your casino account?
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,
Kristina
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2 months ago
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Hi, the account is verified or even withdrawn with a card and via voucher. I was playing at 7.50 at the casino and I received 1080 euros at 1.29pm. I received an email from Snai saying article 14. I want my money. 1080 euros suspended on the account.
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2 months ago
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No one answers me, they have to close the account and give my money 1080 euros on the IBAN already sent
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2 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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2 months ago
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Hello PASQUALE,
In order to take charge of your closure request and proceed with the usual checks, it is necessary to send a request, attaching a copy of both sides of a valid identity document, via EMAIL to the address [email protected] .
In the request, it is necessary to indicate the method of refund of the balance, if applicable.
You can choose:
Bank transfer to your bank or postal account (indicating the IBAN code)
Direct debit (you must go to any post office starting from the third working day from the date of issue, showing an identification document and your tax code).
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2 months ago
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I sent 10 emails with IBAN and ID card and I don't reply. I want my 1080 euros back on my bank.
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2 months ago
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He always says that and they don't answer
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2 months ago
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no one answers and there's no point in continuing, don't do anything
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2 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
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I'm waiting for your reply to solve the problem
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2 months ago
Hello there,
Thank you alessiogrande34 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Snai Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.
Thank you!
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2 months ago
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Article 14 and they do not respond to emails that I sent
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli and submit a complaint to them. You must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to [email protected]. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
