An Italian player had found his Snai account blocked due to an alleged violation of 'Article 14'. He was seeking assistance to understand and resolve the issue. The player's account had been open for over a week and he had a pending withdrawal request of €65 and a balance of €15. The casino had not responded to his email. We contacted the casino asking for an explanation and any relevant evidence. The casino later reactivated the player's account and he was able to withdraw his money. The player had confirmed the receipt of his payment and the issue had been marked as resolved.
Snai Casino - Player's account blocked due to 'Article 14'.
Amount: €80
Snai Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
Snai Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
8 months ago
Translation
Hello, this morning I found my Snai account blocked, according to the site it was due to article 14, could you help me?
Automatic translation:
Public
Public
7 months ago
Hello nicapobia,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snai Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you play sports betting or casino games? Do you have any remaining real money balance on your casino account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
7 months ago
Translation
Hi, the account was open via spid for just over a week, I only played the sweet bonanza slot, I still had a withdrawal request of €65 in progress and a balance of €15 on the account, the casino still hasn't responded to my email
Automatic translation:
Public
Public
7 months ago
Thank you nicapobia for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
7 months ago
Hello, nicapobia,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Snai Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked/closed?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Public
Public
7 months ago
Translation
Hi, have you had any news? I still haven't received any response after 2 weeks
Edited
Automatic translation:
Public
Public
7 months ago
If the casino did not respond here, and I did not inform you about anything that was provided outside of the thread, then no, there is no news.
Public
Public
7 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.
Public
Public
7 months ago
Translation
Hello this morning, they reactivated my gaming account and I proceeded with the request to withdraw money, I hope in the meantime it won't be blocked again 😅
Automatic translation:
Public
Public
7 months ago
What great news, nicapobia!
It usually takes some time until a withdrawal is processed, so I recommend providing the casino with a few more business days to process your withdrawal if it has not been yet.
Would you like me to wait until the withdrawal is processed and the funds are credited to your payment method, or I can consider the issue solved and close the case?
Feel free to let me know once you receive the payment.
Public
Public
7 months ago
Translation
I have already received the payment, you can consider the case closed, thank you
Automatic translation:
Public
Public
7 months ago
What great news!
Thank you, nicapobia, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
