The player from Italy had a verified account for years and had recently won, partially withdrawing the winnings. However, the account was suddenly blocked under Law 14 for about 180 days without any apparent reason. The player mainly played slots without using bonuses. The Complaints Team contacted the casino to inquire about the suspension and requested details. The casino unblocked the player's account, resolving the issue.
Snai Casino - Player's account has been closed under law 14.
Amount: €6,500
Snai Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello,
I want to start by saying that my account has been verified for years now.
I recently had a win from which I've already withdrawn some money, but this morning when I tried to play a bit, the account was blocked under law 14 for about 180 days without any apparent reason.
I mainly played on the slots.
No bonuses were used, all the money was deposited.
Could you please help me?
Thank you
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5 months ago
Dear AMATONUNU,
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 make sure I understand your situation completely.
Could you please confirm if your last big win came from playing slots? Or did you play other games as well?
Have you received any email from the casino after your account was suspended? If so, please forward it to me along with any other communication between you and customer support that could be relevant to our investigation. My email address is 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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5 months ago
Translation
I confirm that it is derived only from slots
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5 months ago
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It's part of their statute.
Dear Customer,
We inform you that, pursuant to art. 14 of the contract for participation in remote gaming, SNAI has suspended your gaming account for technical checks and therefore any operation 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 account will be restored, except in the case of disputes subject to investigations by the competent Judicial Authorities.
Best regards.
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5 months ago
Translation
HI
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> We inform you that your gaming account has been temporarily suspended to allow us to carry out checks.
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> We understand the inconvenience this may cause you and kindly ask you to be patient while we complete the necessary steps. As soon as the checks are completed, we will provide you with an update on the situation.
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> We thank you for your understanding and cooperation
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> The SNAI Team
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5 months ago
Translation
Hi, do you have any news regarding my report
Thank you
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5 months ago
Thank you very much, AMATONUNU, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hello, AMATONUNU,
I am sorry to hear about your unpleasant experience. 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 resolving this complaint.
Dear Snai Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been suspended? What steps should the player take to unblock and access the account?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru) or via Skype.
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5 months ago
Translation
The account was unblocked yesterday.
Thank you
Automatic translation:
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5 months ago
Thank you, AMATONUNU, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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
