The player from Italy had their account flagged under Article 14, resulting in the loss of access to their account and an inability to withdraw a balance of €950. The Complaints Team had attempted to gather more information from the player regarding the situation but did not receive a response to their inquiries. As a result, the investigation could not proceed, leading to the rejection of the complaint. The player was informed that the complaint could be reopened at any time.
Snai Casino - Player's account is closed due to restrictions.
Amount: €950
Snai Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello, a week ago I was challenged for article 14 on my account, I still have a balance of €950 that I can no longer withdraw and I also can't access the account.
username: *********
I only played slots
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 months ago
Dear foresta52,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Did you accumulate your winnings with or without an active bonus?
When was the last time you communicated with the casino?
Has the casino specified which rules of Article 14 you have allegedly breached? Please forward me the emails you exchanged with the casino after your account was blocked at dominika.l@casino.guru.
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
Dominika
Public
Public
2 months ago
Translation
Good morning,
I played the bonus and lost it, after which I tried to play the real balance to make it withdrawable and they blocked €950.
I have had no communications after the one about the limitation that I am attaching, I proceeded by sending them an email asking for the closure but without receiving a response:
Dear Customer,
we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Game Account for technical checks, therefore all operations will be inhibited, including deposits and withdrawals.
The measure will have a maximum duration of 180 days, at the end of which the operation of the Game Account will be restored, except in the presence of disputes subject to investigation by the competent Judicial Authorities.
Automatic translation:
Public
Public
2 months ago
Dear foresta52, is your casino account still suspended?
Have you reached out to the casino to inquire about their decision?
