The player from Italy had a blocked Snai account under Article 14 and was unsure of the reasons for the closure. They sought clarification on how to retrieve the 300 euros remaining in the account. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries for further information, which led to the rejection of the complaint.
Snai Casino - Player's account has been closed unexpectedly.
Amount: €300
Snai Casino
Safety Index:Above averageSafety Index
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6.7
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
My Snai account has been blocked due to Article 14. I don't understand what I did wrong, and I even have 300 euros in the account. I'd like to know how I can retrieve them.
Automatic translation:
Public
Public
4 months ago
Dear StefanoGatti,
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?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- 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
Public
Public
4 months ago
Translation
hi I closed it months ago and reopened it a week ago, I use it for poker but I haven't used any bonus, I loaded my money and I got to €300, it was blocked yesterday afternoon at 4.40pm
Automatic translation:
Public
Public
4 months ago
Thank you for your patience, StefanoGatti. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.
Could you please share with me your communication with the casino from the time you asked to close your account and from the time it was reopened and the casino decided to close it? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
