The player from Italy had their funds vanished from the account. Player’s complaint has been resolved successfully.
Snai Casino - Player's win hasn't been credited correctly.
Amount: €260
Snai Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Dear elisamora,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Good morning,
documents sent to the communicated email petronela.k@casino.guru
Thank you very much for helping
Greetings
Automatic translation:
Public
Public
3 years ago
Translation
Good evening,
you can consider the case closed, Snai has credited the suspended win by closing the open ticket.
It had never happened to me with Snai and actually even if there was this misunderstanding I must underline the seriousness of the casino.
Thanks for your support
Greetings
Elisa
Automatic translation:
Public
Public
3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, elisamora, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
