Snai Casino - Pelaajan tili on suljettu yli 450 päivää.

Good morning, I am forced to publicly report that Snai has unjustly blocked my gaming account by referring to Article 14 of the gaming contract.

The account was supposed to be blocked for a maximum of 180 days,

but it has now been over 450 days and all requests have been ignored, including those for account closure or even providing any explanation regarding the prolonged blockage.

They keep responding with:

"Dear Customer,

We inform you that, pursuant to Article 14 of the Contract for remote gaming participation, SNAITECH has suspended your Gaming Account for technical checks, therefore every operation will be inhibited, including deposits and withdrawals.

The provision will have a maximum duration of 180 days, at the end of which the operability of the Gaming Account will be restored, unless there are disputes subject to investigations by the competent Judicial Authorities.

Best regards,

The SNAI Team."

The next step is to refer this to my lawyers, so I wanted to first see if there was any possibility of resolving the situation through you.

Thank you very much and see you soon

Buongiorno, mi trovo costretta a segnalare pubblicamente che Snai ha bloccato ingiustamente il mio conto di gioco facendo riferimento all'articolo 14 del contratto di gioco.

Il conto doveva essere bloccato per un massimo di 180 giorni,

ne sono ormai passati più di 450 e qualsiasi richiesta è stata ignorata, anche quella di chiusura del conto di gioco o addirittura di fornire qualsiasi spiegazioni in merito al blocco prolungato. 

Continuano a rispondere con:

"Gentile Cliente,                                                           

ti informiamo che, ai sensi dell’articolo 14 del Contratto per la partecipazione al gioco a distanza, SNAITECH ha provveduto alla sospensione del tuo Conto di Gioco per verifiche tecniche, pertanto ogni operazione sarà inibita, compresi versamenti e prelievi. 

Il provvedimento avrà una durata massima di 180 giorni, al termine dei quali l’operatività del Conto di Gioco sarà ripristinata, salvo che in presenza di contestazioni oggetto di accertamenti da parte delle competenti Autorità Giudiziarie. 

Un saluto,

Il Team SNAI".

Il prossima passo è quello di rivolgermi ai miei avvocati, quindi volevo prima capire se ci fosse qualche possibilità di sbocco della situazione tramite voi.

Grazie mille e a presto

Dear dhghfd9pgn,

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 have you been a player of the casino? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• When was the last time you contacted casino support regarding the issue?

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

Could you please tell me how long have you been a casino player?

I opened the gaming account on 02/26/2023

What games did you play to build up your current casino balance? (slots, live games, sports betting)

I played several games, the biggest wins were from slots.

Have you reached your current balance with the help of a bonus?

No, I probably participated in some welcome bonus but I don't even remember unlocking it

When was the last time you contacted casino support regarding the issue?

I tried again recently on July 25th, the last time they responded was early October when at a certain point they said they would pass the matter on to the relevant department but despite constant reminders nothing ever happened.

Thank you very much in advance for your help 🙏🏻🙏🏻🙏🏻🙏🏻

Potresti per favore dirmi da quanto tempo sei un giocatore del casinò?

Ho aperto il conto di gioco il 26/02/2023

A quali giochi hai giocato per accumulare il tuo saldo attuale nel casinò? (slot, giochi dal vivo, scommesse sportive)

Ho giocato a diversi giochi, le vincite più grandi provenivano dalle slot.

Hai raggiunto il tuo saldo attuale con l'aiuto di un bonus?

No, ho partecipato forse a qualche bonus di benvenuto ma non ricordo neanche di averlo sbloccato

Quando è stata l'ultima volta che hai contattato l'assistenza del casinò in merito al problema?

Ho riprovato di recente il 25 Luglio, l'ultima volta che hanno risposto è stata i primi di Ottobre in cui a un certo punto hanno detto che passavano la questione al reparto di competenza ma nonostante i continui solleciti non è mai successo niente.

Grazie mille in anticipo per l'aiuto 🙏🏻🙏🏻🙏🏻🙏🏻

Thank you very much, dhghfd9pgn, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  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.  

Hello dhghfd9pgn,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will make an effort to reach out to the casino team; however, based on our recent experience, the casino team became unresponsive to our question in regard to player complaints, so the outcome of your complaint is uncertain. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) (giochi.reclami.online@aams.it) and submit a complaint to them. The ADM, as an authority, might have more options or tools to help with your case. Please let me know how ADM has decided or if they were able to help you at michal.k@casino.guru

Dear Snai Casino,

Can you please provide information on why was the player's account suspended?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

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.

Dear dhghfd9pgn,

I have tried to contact the casino repeatedly but had no success in getting any information. 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. If you have not done so yet, I recommend you contact the ADM (giochi.reclami.online@aams.it) and submit a complaint to them. The casino is obligated to provide a response to ADM and to cooperate with them. Please let me know how ADM has decided or if they were able to help you at michal.k@casino.guru

We are sorry we could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our best to help.

Best regards,

Michal

Casino guru