The player from Italy had their account suspended in February due to unclear technical reasons posed by the casino. The casino was unresponsive to the player's requests for payment of winnings. Despite attempts to contact the casino for clarification and resolution, no response was received. Consequently, we closed the complaint as 'unresolved.'
Snai Casino - Player's account suspended, winnings and bonus not received.
Black points: 317
Amount: €3,500
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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
4 months ago
Public
Public
6 months ago
Translation
Hello, my account has been suspended since February due to unclear technical verifications by the casino. They do not respond and ignore my requests for payment of my winnings and requests for explanations.
I registered at the beginning of January and played some offline blackjack. I would also like to point out that I did not receive the welcome bonus, and they provided no reasons for that. This is a terrible casino. Can you help me?
Automatic translation:
Public
Public
6 months ago
Dear totti,
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 you a player of the casino and when exactly was your account blocked?
- 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
Public
Public
6 months ago
Translation
I was suspended on March 4th to be exact, and their communication is as follows:
Dear Customer,
we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Gaming Account for technical checks, therefore all operations will be inhibited, including deposits and withdrawals.
The provision will have a maximum duration of 180 days, at the end of which the operation of the Gaming Account will be restored, except in the case of disputes subject to investigations by the competent Judicial Authorities.
I didn't understand what the judicial authorities had to do with it, I simply played a bit of blackjack
Automatic translation:
Public
Public
5 months ago
Thank you very much, totti, 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.
Public
Public
5 months ago
Hello, totti,
I am sorry to hear about your trouble. 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? Why has his casino account been blocked/suspended? What steps should the player take to unblock the account? What is happening there? Can you be more specific regarding the issue on the disputed casino account?
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?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Public
Public
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.
Public
Public
5 months ago
Translation
hi, what relationship do you have with Snai? that is, they never wrote anything and I see that it also happens in other complaints, in reality I have not seen any response from snai either in this or in other complaints
Automatic translation:
Public
Public
5 months ago
Dear totti,
We communicate with the casino representative outside the thread. At least it was like that in some cases or the past. Unfortunately, that is not the case here.
The casino has not contacted me regarding your issue at all. Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
If the casino decides to react, and I sincerely believe it will use this option in the future, 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
