The player from Italy had his account limited for 180 days by Snai and requested its closure. Despite the limitation period having passed long ago, Snai repeatedly stated that the matter was under judicial review and refused to close the account or provide access to his blocked funds. We were unable to assist further as the complaint pertained to sports betting, which was outside our scope of expertise. The player was advised to seek resolution directly with the casino or through appropriate regulatory bodies.
Snai Casino - Player’s account remains restricted past limit period.
Amount: €1,000
Snai Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Hello, I'm writing because I'd like to know if anyone else has had the same experience with SNAI. They limited my account for 180 days, and even though I requested its closure, they didn't respond for a long time. Now, many months later, even though the 180 days have long since passed, they still refuse to close my account, always replying with the same copy-paste email, which reads:
"In response to your requests, we would like to point out that we cannot proceed with them as the matter is under the attention of the judicial authorities."
I have repeatedly asked what I need to do to resolve this issue or how I should proceed, but they always reply with the same email. I just want to get back the money that has been blocked in my account...
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5 months ago
Dear adribiagione,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify which judicial authorities the casino is referring to? Is your issue being investigated by the licensing authority?
Could you kindly confirm whether you passed the KYC verification?
Have you received any explanation from the casino as to why your account was blocked?
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
Veronika
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5 months ago
Translation
Snai does not provide me with any information, it only tells me repeatedly "in response to your requests we highlight that we cannot act on them as the matter is brought to the attention of the judicial authorities.".
I have asked for information several times but they always respond the same way, I passed all the checks and I also made a deposit and played on the Snai account before the 180 day suspension.
I really don't have any other information because they didn't give me any, I only know what I was able to communicate to you, I hope you can help me.
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5 months ago
Before we proceed with the investigation, could you please forward me all the communication between you and the casino that is relevant to your case? My email address is veronika.l@casino.guru.
Also, could you please confirm if you passed the full KYC (know your customer) verification?
What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?
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5 months ago
Translation
I forwarded all emails to you and confirmed that my account was fully confirmed and active, with all verifications completed. I forwarded her the emails I sent and the replies, but I would add that these emails were repeated several times. I have sent similar emails several times with the same requests and they have always responded the same way.
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4 months ago
I have not received any emails from you. Could you please check if you used the correct address? My email address is veronika.l@casino.guru
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4 months ago
Yes I think is ok, I send you the screen of the mails here.
. I tried to resend you another time.
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4 months ago
Translation
I have now seen that it seems I cannot send emails to this email address, I don't know why... is there another email address where I can send them or perhaps attach them here?
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4 months ago
Do you see any error messages when you try sending these emails to me? I will try writing you an email and then you can write me a reply if possible.
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4 months ago
Hi, I Think I can't send you mails but I don't know why. When I try I recive this message:
"This is an automatically generated Delivery Status Notification.
Delivery to the following recipients failed permanently:
Reason: This is the mail system at host smtp-34.iol.local.I am sorry to have to inform you that your message could not be delivered to veronika.l@casino.guru. The message is attached below.The remote mail system said: Maximum Retry Queue Age Reached"
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4 months ago
Translation
I tried to send her the screenshots of the email to her email, if she doesn't receive them again, I try to send them as attachments in this chat.
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4 months ago
Hi, I recived again the error, I can't send you mails 🙁...I send you here the screens of the mails. Hope you can see them...
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4 months ago
Thank you for your screenshots. However, I have noticed that you have not yet answered my question. What types of games did you play before the casino suspended your account? Do you only participate in sports betting or have you also played casino games?
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4 months ago
Translation
Sorry, due to email problems I forgot about that question, I was only playing sports betting.
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4 months ago
Thank you for the update.
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 on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
