The player's account got blocked for breaching casino terms. The complaint was resolved as the player's account been reopened.
Snai Casino - The player's account got blocked.
Amount: €180
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
2 years ago
Public
Public
2 years ago
Translation
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?
Automatic translation:
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Public
2 years ago
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
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2 years ago
Translation
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 "
Automatic translation:
Public
Public
2 years ago
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.
