The player's account got blocked for breaching casino terms. The complaint was resolved as the player's account been reopened.
Hi, I made a payment of € 380.00 at the Snai website.
I wagered € 200 and lost.
after which my remaining balance was € 180.
soon after I get an email saying that my account has been suspended for: "pursuant to article 14 of the Contract for participation in remote gaming ..."
I have blocked the possibility of withdrawal.
now I want my € 180 back that I paid ...
What can I do?
Hello gaiabi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snai Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your was verified? Did you use any bonus on your casino account? When was the last time you spoke to the casino and did they ever specify the reason for closing your account? Since when exactly is your account closed?
Looking forward to your answer.
Regards,
Nick
Hi, my account has been verified.
I have not used any bonuses.
I tried to contact the casino but got no response.
On 19/08/2022 I received an email from Snai that said:
"Dear Customer,
we inform you that, pursuant to article 14 of the Remote Gaming Agreement, SNAITECH has suspended your Gaming Account for technical checks, therefore any operation 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 presence of disputes subject to investigations by the competent judicial authorities.
A greeting,
The SNAI Team "
Hello gaiabi,
If the check started on 19/08, I would definitely wait at least one more week as these checks usually take 14 days to be processed. If there won't be any change until the end of next week, we will try to intervene. Let us know in case of any update.