The player from Italy had Article 14 applied to her account without explanation. Despite sending several emails requesting account closure and funds transfer, Snai did not respond or provide updates. We attempted to contact the casino multiple times but received no response. The complaint was marked as 'unresolved' due to the casino's lack of cooperation. The player was advised to contact the ADM Gaming Authority for further assistance.
Snai Casino - Player’s account issue unresolved by casino.
Black points: 38
Amount: €453
Snai Casino
Safety Index:Above averageSafety Index
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6.7
Snai Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
6 months ago
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6 months ago
Translation
Article 14 was applied to my account without any reason. I have sent several emails requesting the closure of my account and the transfer of funds to my IBAN, but Snai has neither responded nor provided any updates.
Automatic translation:
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6 months ago
Dear tergior19,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snai Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were have you been a player in the casino?
- 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 the help of a bonus?
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
hi, so I played it 2 or 3 weeks ago and I unlocked a casino bonus which led me to have a positive balance playing slots. the day after playing my account was blocked for no reason. I hope to resolve it soon
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6 months ago
Thank you very much, tergior19, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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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6 months ago
Hello tergior19,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Snai Casino representative to join this conversation and participate in resolving this complaint.
Dear Snai Casino,
Could you please state why the player's account got blocked?
Thank you in advance for providing the information.
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6 months ago
Translation
Thanks for your help. I await your feedback
Automatic translation:
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6 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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6 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 Gaming Authority (giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
