Snai Casino - Player's account was closed and his refund is delayed.

Hello, after my account was suspended, I requested that it be closed and the balance credited. They replied on December 7th saying that they had initiated the procedure. As of today, January 29th, I've received no response; I've sent further emails, but to no avail. Their live chat is terrible! If you can help, thank you.

Dear Antonio20,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Snai Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify why your account was suspended?

Could you kindly confirm if you passed the full KYC verification?

What types of games did you play? Was it slots, live casino games, or did you participate in sports betting?

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

I found my account suspended because perhaps multiple accounts on the same IP address. Obviously I only played mine.

KYC verification perhaps meant as verified account? Yes, I still sent all the documents, that is, I could withdraw easily before the suspension.

I played on the casino, slots, bets also using bonuses.

It's absurd that I've been waiting since December 7th to close my account and get the balance credited.

I'm sorry to inform you that if your account was suspended due to suspicion of having multiple accounts, you won't be eligible for any refunds. Please note that creating multiple accounts is strictly against the casino's Terms and Conditions.

Could you please provide me with your balance at the time your account was suspended? Additionally, kindly forward any relevant communication between you and the casino regarding the suspension of your account to veronika.l@casino.guru.

Thank you for your cooperation.

It's not about refund, it's about my money that they have to give me. So what should I do now?

Could you kindly answer my questions, so that we can continue with the investigation?

Could you please provide me with your balance at the time your account was suspended? Additionally, please forward any relevant communication between you and the casino regarding the suspension of your account to veronika.l@casino.guru.

Around 700 euros

Thank you. However, you still have not sent me the email from the casino explaining your suspension. Kindly forward it to me. My email address is veronika.l@casino.guru.

I sent the screenshot of the email that Snai sent me. My email is f***** 0@gmail.com

Thank you very much, Antonio20, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Antonio20 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snai Casino for their help in resolving this complaint. We would like to know what is the issue with the refund and what can we do to help the player receive their funds.

Thank you!

So after my account was suspended I requested to close the account and have the current balance credited. I received a response from them on December 7th, that my case had been taken care of. No updates to date. I do not know anything. I send PEC and email and they always tell me the same thing: the account is suspended. I reply by saying that I am aware that my account is suspended, but I would like updates, but nothing at all. Please contact them and help me. Live chat terrible, I have to wait for email they tell me. I'm no help. Thank you!

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.

Dear Antonio20, I was in contact with the casino representative and was told that your account was blocked due to an internal investigation. I am not able to provide more information but your account can remain blocked up to 180 while this investigation takes place. Due to the nature of the complaint, we won't be able to help further in the matter and subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter