Snai Casino - Player’s account has been suspended.

Good morning, my account with Snai has been suspended under Article 14. Is there anything that can be done to avoid waiting for 180 days?

For context, I registered, placed a bet on roulette, withdrew 80 euros after depositing 150, and then everything was blocked.

Dear Topolona22,

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.

Do I understand correctly that you made only one bet on roulette and your account was immediately suspended?

Could you please advise if you sent any identity documents for verification?

Has your withdrawal request of €80 been approved and processed?

Has the casino specified the contents of Article 14 regarding the investigation?

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

Good morning, I had just opened the gaming account with Snai, sent the documents, approved... I took part in the roulette game, I think I was on the platform for less than an hour, I had won 80 euros and I wanted to withdraw it and that's what I did, immediately after having made the withdrawal, I received the message from article 14, specifying "suspended for investigation", consequently the €80 was never credited to me and my gaming account was blocked and I can no longer access it

thank you if you can help me

Before we proceed with your complaint, please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you.

There are no other replies other than the one already sent

Thank you very much, Topolona22, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thanks, I hope it can be resolved as soon as possible

Hello there,

Thank you Topolona22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snai Casino for their help in resolving this complaint. We would like to know why the player's account was suspended and how we can help resolve this issue.

Thank you!

I await news

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.

But my problem won't be solved.. so is there no other possibility?

Dear Topolona22, I was in contact with the casino representative and was told your account should've been reinstated. Let me know if your issue has been resolved or if you require any further assistance. Thank you!

Good morning, I received the email from the casino this evening saying that my gaming account has been reactivated, I'm currently abroad and I don't have the possibility to connect, as soon as I return I'll let you know, in the meantime thanks for the help support

Good morning, reopened account, withdrew everything and closed the account, thank you very much

Dear Topolona22,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter