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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.

Salve, stamattina improvvisamente mi hanno bloccato l'account con la dicitura dell' articolo 14. Ho provato a contattarli ma non mi rispondono potete aiutarmi per favore, anche perché ho 500 € sul conto che non vorrei rivedere fra 6 mesi.Potrei anche eliminare l'account se me lo permettessero.

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

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.

Ciao allora mi sono iscritta credo 5-6 mesi fa e l'account mi è stato bloccato ieri mattina. Ho contattato il casinò attraverso l'email ma non mi è stata data risposta, ho chiesto anche l'eliminazione del conto ma niente. Io gioco relativamente alle scommesse sportive e il saldo è frutto di vincite e perdite quindi non credo sia quello il problema, tantomeno ho usufruito di bonus o altro. Per quanto riguarda i documenti invece li ho inviati poco tempo fa poiché erano scaduti ma sono stati subito accettati.

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.