An Italian player attempted to withdraw 580 euros. The next day, the online casino suspended her account for up to 180 days due to technical verifications, halting all operations including deposits and withdrawals. We rejected this complaint as it was sports betting related.
Snai Casino - Player's account suspended for technical verifications.
Amount: €580
Snai Casino
Safety Index:Above averageSafety Index
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6.7
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I have withdrawn from my online gaming account at snai.it, I have increased the amount up to 580 EURO, and now, the following day, I receive this email: (Dear Customer,
We inform you that, pursuant to Article 14 of the Contract for participation in remote gaming, SNAITECH has proceeded to suspend your Gaming Account for technical verifications, therefore any operation 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 Gaming Account will be restored, unless there are disputes subject to verifications by the competent Judicial Authorities.). Please help me, I have no idea what to do, I sent them a response email, but they sent me this reply
Automatic translation:
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1 year ago
Dear giosca39,
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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Player's additional comments:
hi, I placed some sports bets, is this the problem? I am a new customer, I registered on 08/12/2023 and successfully passed the account verification
Automatic translation:
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1 year ago
Thank you, giosca39, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
