Snai Casino

Case summary

The player from Italy had opened an account on Snai and made successful deposits via PayPal, but faced issues withdrawing his winnings. After several withdrawal attempts, he found his account blocked for technical checks, with all transactions suspended, including deposits and withdrawals, for up to 180 days. He sought clarification on this unusual behavior. We engaged the player to confirm completion of mandatory AML wagering requirements and KYC verification as per casino policy. The issue was resolved after the player confirmed compliance, and the complaint was marked as resolved following his confirmation.

Discussion

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weswecat26

Bronze

Italy

Public

2 months ago

Original

Translation

Greetings,

Last night I opened a gaming account on Snai, made a successful deposit of 100 euros via PayPal, and after playing, I lost the entire sum.

I recharged my account, using the same PAYPAL method, for another 100 euros, and initially tried to withdraw 15, but I noticed that it wasn't being processed. It actually showed me a suspended withdrawal. However, I ignored this and continued playing, winning another 7 euros or so. I cancelled the 15 euro withdrawal, as the system allowed me to do so, thus updating the withdrawal amount to 22.75 euros if I remember correctly.

This morning I returned to the platform and played again. I made another small win of about €30 and again cancelled the withdrawal from the previous evening, also because it was still pending, updating the withdrawal amount again. Well, thinking negatively and fearfully about the lack of processing of withdrawals, I contacted them and complained about the delay. The operator, very detached, told me that it can take up to 72 hours for a PayPal withdrawal.

On other gaming platforms, I have always withdrawn with PAYPAL and the withdrawals have always occurred instantly, as have the deposits.

After these complaints, I see my game account blocked with this wording: "

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.

I don't understand, it's never happened with any other gaming platform.

I ask you, based on your experience, why this behavior occurs.

Salve,

Ieri sera ho aperto un conto di gioco su Snai, ho fatto un versamento di 100 euro con metodo Paypal andato a buon fine e dopo aver giocato, ho perso tutta la somma.

Ho ricaricato il conto, stesso mezzo PAYPAL per altri 100 euro e ho dapprima, cercato di prelevare 15, ma notavo che non veniva eseguito, anzi mi dava prelievo sospeso, ma non ho dato peso a questo, continuando a giocare e vincendo altri 7 euro circa, ho annullato il prelievo di 15 euro, visto che il sistema me lo ha fatto fare, quindi aggiornando l'importo da prelevare a 22.75 euro se non ricordo male.

Stamane ritorno sulla piattaforma e giocato nuovamente, facevo un altra piccola vincita di circa 30 euro ed nuovamente annullato il prelievo della sera prima, anche perché era ancora in sospeso, aggiornando nuovamente l'importo da prelevare. Ebbene, pensando in negativo e spaventato, sulla mancanza di esecuzione dei prelievi, li contatto e mi lamento di questo ritardo e l'operatore con molto distacco, mi diceva che possono passare fino a 72 ore per un prelievo PAYPAL.

Io in altre piattaforme di gioco, ho sempre prelevato con PAYPAL e i prelievi sono avvenuti sempre istantaneamente, come i versamenti.

Dopo tali lamenti mi vedo bloccato il conto di gioco con questa dicitura: "

Gentile Cliente,

la informiamo che, ai sensi dell'articolo 14 del Contratto per la partecipazione al gioco a distanza, SNAI ha provveduto alla sospensione del suo Conto di Gioco per verifiche tecniche, pertanto ogni operazione sullo stesso sara` inibita, ivi compresi versamenti e prelievi. Il provvedimento avra` una durata massima di 180 giorni, al termine dei quali l'operativita` del Conto di Gioco sara` ripristinata, salvo che in presenza di contestazioni oggetto di accertamenti da parte delle competenti Autorita` Giudiziarie"

Non capisco, mai successo con nessun altra piattaforma di gioco.

Chiedo a voi, in forza alle dalle esperienze, il perchè di tale comportamento.

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Attila

Complaint Specialist

Public

2 months ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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Attila

Complaint Specialist

Public

2 months ago

Dear weswecat26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please confirm whether you have completed the mandatory AML wagering requirement before requesting a withdrawal?

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.

Further, as per the casino's AML rules,

To prevent fraudulent use of the Gaming Account and reduce the risk of money laundering, SNAITECH imposes limits on deposits and allows withdrawals only if the Customer has completed the Gaming Account by sending an identity document;

Could you please confirm whether you have completed the KYC verification before requesting the withdrawal?

Thank you in advance for your response.

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weswecat26

Bronze

Italy

Public

2 months ago

Original

Translation

Greetings,

I confirm that I have done everything you asked of me.

I add that they are not responding to my emails, sent from their portal, the only method.

Luckily it was just a small amount and I didn't pay more.

I paid with my own money from PayPal, in my name, with a card linked to me, and a current account in my name.

Never seen anything like that.

Best regards

Automatic translation:

Public

weswecat26

Bronze

Italy

Public

2 months ago

Original

Translation

Absurd!!!

Snai isn't responding to my emails, they don't know anything about anything, and they're holding my money in suspense in my gaming account.

Never seen anything like it.

Automatic translation:

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Attila

Complaint Specialist

Public

1 month ago

Dear weswecat26, thank you for your response.

To clarify, could you please confirm whether you have completed the mandatory AML wagering requirement before requesting a withdrawal?

Additionally, could you please forward your correspondence with the casino? You can reach me via email at attila.g@casino.guru, or attach screenshots here.

Thank you for your patience and cooperation.

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Attila

Complaint Specialist

Public

1 month ago

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear weswecat26,

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,

Attila

Snai Casino - Player's account is closed for technical checks.

Case closed

Amount: €50

Case summary