Snai Casino - Player's account has been suspended without explanation.

Good evening, I deposited and played 15 euros after providing documentation and successfully completing the registration process, as confirmed in an email I received from Snai. The following day, I woke up to another email stating that, under Article 14, my account has been suspended, and so on. Since that time, I've sent an email each day, but I haven't received a response. They haven't provided me with any explanations and, most importantly, they haven't returned my money. What can I do?

Hello loreserii231,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account got verified after all? Did you accumulate your winnings with real money or did you use a bonus? Do you own a second account or anybody else from your household owns an account in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

never used bonus, never even had it, as far as I know no family member has snai, I tried to talk to the casino but it ignores me completely

I didn't understand the question regarding the second account, in any case I don't have it even if I don't know exactly what you mean

Hello loreserii231,

My question was if you did not have any other account there in the past. Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I have never had a Snai account before, here is the communication:

SnaiDigital < snaidigital@snai.it >

Mon 4 Mar, 12.53pm

Dear Customer,

we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Gaming Account for technical checks, therefore all operations will be inhibited, including deposits and withdrawals.

The provision 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 investigations by the competent Judicial Authorities.

A greeting,

The SNAI Team

Hello loreserii231,

Can you please advise if you did play casino games or sports betting?

I only played a few euros counted but I don't remember where I think of the aviator slot

they keep replying to me via email like this:

Dear Customer,

we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Gaming Account for technical checks, therefore all operations will be inhibited, including deposits and withdrawals.

The provision 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 investigations by the competent Judicial Authorities.

A greeting,

The SNAI Team

but is there anyone? but can you talk to snai? how does it work? How can I get your help?

Thank you loreserii231 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you loreserii231 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 was the player's account suspended and what can we do to help resolve this issue.

Thank you!

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.

Dear loreserii231, I was in contact with casino affiliate and am awaiting further information about your situation. I will keep you updated about any further developments. Thank you in advance for your patience!

Dear loreserii231, I received information that your account has been reinstated. Can you please confirm you are able to log into your account and do not require any further assistance? Thank you in advance!

hi yes thank you very much casino guru

Dear loreserii231,

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.

Best regards,

Peter