The player from Italy's account had been blocked due to Article 14 without any prior deposits or gameplay. She had received a notice of suspension for technical checks by the judicial authority and had emailed the casino requesting account closure due to the extended suspension period. The complaint had been rejected due to the player's lack of response to the Complaints Team's requests for further information, which had prevented any further investigation into the matter. The issue was later resolved, and the complaint was marked as 'resolved' in the system after the player confirmed the outcome.
Snai Casino - Player's account is closed due to technical checks.
Amount: ??
Snai Casino
Safety Index:Above averageSafety Index
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6.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
Account blocked due to Art. 14. Registered without making any deposits or playing, and the next day I find a message saying the account is blocked for technical checks by the judicial authority. I sent an email requesting to close the account due to the extended suspension period, and they responded. Email attached.
Automatic translation:
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1 month ago
Dear f49kjf44rq,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Snai Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate?
- Do I understand it correctly that you have not deposited into the casino and your balance is zero?
- The casino closed your account or you did request for it?
Please note that if you had zero balance on your account, the casino has every right to close your account without any reason given.
I will be waiting for your reply patiently.
Best regards,
Nick
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1 month ago
Dear f49kjf44rq,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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1 week ago
We’ve reopened this complaint at the request of f49kjf44rq and informed us that the situation has been resolved.
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
