The player from Italy reported that Snai had blocked her account after a withdrawal attempt of 3200 euros. Despite the closure measure being intended to last a maximum of 180 days, it had now exceeded 200 days, and she had not received her funds. The player expressed frustration over being ignored despite her attempts to communicate. The issue was resolved by us, as the complaint was acknowledged, but ultimately rejected due to insufficient insight into the specific circumstances related to sports betting.
Snai Casino - Player’s account has been blocked and funds have been delayed.
Amount: €3,200
Snai Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
3 hours ago
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3 days ago
Translation
Hi, Snai blocked my account with article 14 after I tried to withdraw 3200 euros, the measure was supposed to have a maximum duration of 180 days but to date more than 200 have passed and they do not show any signs of sending money even though I communicated to them that I want to close the account, they pretend nothing happened, if you could help me I would be grateful
digirolamo******@gmail.com
This is the email associated with the game account
Edited by a Casino Guru admin
Automatic translation:
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3 days ago
Dear Rossamuel,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets only on sports?
When was the last time you communicated with the casino?
Has the casino specified which rules of Article 14 you have allegedly breached? Please forward me the emails you exchanged with the casino after your account was blocked at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 days ago
Translation
I had only played on sports, and I had managed to cash in the gold bonus, when I wanted to withdraw I received this message:
Dear Customer,
we inform you that, pursuant to Article 14 of the Contract for participation in remote gaming, SNAI has suspended your Gaming Account for technical checks, therefore all operations on it will be inhibited, including deposits and withdrawals. The measure will have a maximum duration of 180 days, at the end of which the operation of the Gaming Account will be restored, except in the presence of disputes subject to investigation by the competent Judicial Authorities.
the last email dates back to a week ago where they tell me that checks are still underway, but how is it possible that it lasts more than 180 days
Automatic translation:
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3 hours ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
