The player from Italy had her account suspended since March. The casino was not responding to emails, and the player's funds were being held. The Complaints Team made multiple attempts to contact the casino for clarification on the account suspension but received no response. As a result, the complaint was marked as 'unresolved,' and the player was advised to reach out to the Agenzia delle Dogane e dei Monopoli for further assistance.
Snai Casino - Player’s account has been suspended.
Black points: 604
Amount: €8,742
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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello, my account has been suspended since March. They are not responding to emails, and my funds are being held by the casino.
Automatic translation:
Public
Public
3 months ago
Dear betbuilderbet35,
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?
- How did you learn about your account being blocked?
- Have you completed account verification in the casino?
- 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
3 months ago
Translation
I played for two months I think, maybe a little less, they blocked me and I can't even log in for article 14, I have never had a bonus and my account was verified before because I had also withdrawn a few times
Automatic translation:
Public
Public
3 months ago
Thanks for your reply.
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Public
Public
3 months ago
Translation
a few euros at offline blackjack and a few euros at slots it seems to me, they told me article 14 your account is suspended and that's it
Automatic translation:
Public
Public
3 months ago
Translation
but are you talking to the casino? what are they saying about my block?
Automatic translation:
Public
Public
3 months ago
Thank you very much, betbuilderbet35, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
3 months ago
Hello betbuilderbet35,
I'm Michal and I have taken over your complaint. I have reviewed this case, and I will make an effort to reach out to the casino team; however, based on our recent experience, the casino team became unresponsive to our question in regard to player complaints, so the outcome of your complaint is uncertain. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) (giochi.reclami.online@aams.it) and submit a complaint to them. The ADM, as an authority, might have more options or tools to help with your case. Please let me know how ADM has decided or if they were able to help you at michal.k@casino.guru
Dear Snai Casino,
Can you please provide information on why was the player's account suspended?
If the information can't be shared publicly, please send it to me at michal.k@casino.guru
Public
Public
2 months ago
Translation
don't you need a lawyer to talk to adm?
Automatic translation:
Public
Public
2 months ago
Dear betbuilderbet35,
To my knowledge, it is not necessary to engage a lawyer when filing a complaint with ADM. Should ADM be unable to assist, the subsequent course of action would involve pursuing the matter through the court. However, at this stage, reaching out to ADM appears to be the appropriate step. The casino is obligated to provide a response to ADM.
Further details regarding ADM and the process for submitting a complaint can be found here. Licensing Authority – Agenzia delle Dogane e dei Monopoli | Casino Guru (casinoguru-en.com)
Public
Public
2 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
2 months ago
Dear betbuilderbet35,
I have tried to contact the casino repeatedly but had no success in getting any information. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you have not done so yet, I recommend you contact the ADM (giochi.reclami.online@aams.it) and submit a complaint to them. The casino is obligated to provide a response to ADM. Please let me know how ADM has decided or if they were able to help you at michal.k@casino.guru
We are sorry we could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our best to help.
Best regards,
Michal
Casino guru
