Snai Casino - Pelaajan tili on tällä hetkellä suljettu.

I received an email from SNAITECH informing me that my gaming account has been suspended pursuant to Article 14 of the contract for technical checks. I would like to know:

what the specific reason for the suspension is;

if it is possible to know the indicative reactivation times;

and, most importantly, what will happen to my cash bonus currently in my account (whether it will remain valid or will be credited back after the suspension ends).

ho ricevuto un’email da parte di SNAITECH che informa della sospensione del mio Conto di Gioco ai sensi dell’articolo 14 del contratto, per verifiche tecniche. Vorrei cortesemente sapere:

quale sia la motivazione specifica della sospensione;

se è possibile conoscere i tempi indicativi di riattivazione;

e, soprattutto, cosa accadrà al mio bonus cash attualmente presente sul conto (se resterà valido o verrà riaccreditato al termine della sospensione).

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.

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.?
• Do you currently have any real money balance in your casino account? If so, how much?
• Did you pass the verification before you lost access to the 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

I have approximately €1,000 in real money and over €2,000 in bonus cash unlocked after rolling over my welcome bonus. I only play sports betting.

Ho circa 1000€ di saldo reale e più di 2000 bonus cash sbloccato dopo il rollover del bonus benvenuto. Gioco solo su scommesse sportive.

Thank you for your reply, lucabas2365. I apologize, but I am afraid I don't have good news for you. If you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. 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. I truly understand how frustrating this situation must be for you. However, we must be clear — in this case, we are unable to provide further support.

Unfortunately, after gathering all the necessary information, we are forced to close 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 any issues with this or any other casino, and we will try our best to help.