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

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

Black points: 2567

Amount: €4,000

Snai Casino
Safety Index:Above average
Submitted: 24 Apr 2024 | Unresolved : 11 Jun 2024
Unresolved Our verdict

Insufficient evidence from casino

UNRESOLVED

Case summary

5 months ago

The player from Italy faced account suspension at a casino without a clear explanation after betting. The player sought assistance on how to withdraw funds from the account. We attempted to mediate by contacting the casino for more information and evidence, but the casino failed to respond adequately. Consequently, the complaint was closed as unresolved due to the lack of cooperation from the casino.

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6 months ago
Translation

hi my name is Sonia **** I registered 3 months ago on Snai, after I deposited and made a couple of bets, one day I found my account suspended according to article 14, from that day I ask for explanations and how to withdraw especially via email but they ignore me, what can I do?

Edited by a Casino Guru admin
Automatic translation:
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6 months ago

Dear lottusbinch,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snai Casino.

I checked the rules on the website but I struggle finding article 14

Please allow me to ask you a few questions, so I can better understand the situation. 

  • 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 or without an active bonus? 
  • 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

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


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6 months ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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6 months ago

Thank you for your reply, lottusbinch. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take issues related predominantly related to sports betting activity.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

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6 months ago
Translation

what would that mean? why can't you ask the casino why they don't pay me? what information do you need? The situation is always simple for me, they suspended me and ignore me hoping that I will let it go...

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6 months ago
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I don't understand the lack of help, the two weeks of waiting without any useful information, I wonder if this site works for Snai at this point

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6 months ago

Thank you for your patience, lottusbinch. I apologize for the lack of response. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

In your previous responses, you indicated your gaming activity was focused on sports betting which doesn't align with our expertise.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

lease, let me know if you are interested in the list of these websites I offered earlier, thank you very much for your understanding.

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6 months ago
Translation

I made two 5 euro sports games and then a bit of offline blackjack if I remember correctly, what's the problem?

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6 months ago

Thanks for the clarification. We'll try to investigate further. Thank you very much, lottusbinch, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

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5 months ago

Hello, lottusbinch,

I am sorry to hear about your trouble and apologize for the delay. 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? What is the reason for such a long account suspension and investigation? Can you share more details with us? What is going on, and what steps could the player take to unblock the account and/or withdraw his winnings, or speed up the process?

The casino basically informed the user that it would keep his disputed funds for half a year, without further clarification.

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?

If needed or if it suits you better, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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5 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.

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5 months ago

Dear lottusbinch,

I am extending the timer for the casino. I am in contact with the casino representative outside the thread and waiting for more details and supporting evidence. Once I have any news or updates, I will inform you.

Thank you for your patience and understanding.

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5 months ago

Dear lottusbinch,

Unfortunately, the casino was unable to provide us with more details/evidence supporting its claims and decision and stopped responding. Consequently, we are forced to close this complaint as unresolved.

I understand this is not a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could 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. In the meantime, I recommend you contact the ADM (giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Feel free to let me know how they responded (branislav.b@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Branislav, Casino.Guru

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