The player's account had been blocked by Snai Casino for unknown reasons. He had played with his own money and his account had been verified but was later suspended. The casino had cited article 14 for the suspension, which involved technical checks, inhibiting all operations including deposits and withdrawals. The Complaints Team had investigated the case and discovered that the casino was undergoing a thorough KYC and AML check which could have taken up to 180 days. Despite continuous communication with the casino, the Complaints Team had been unable to resolve the issue due to the casino's ongoing wait for a report from the game provider. The issue remained unresolved and the player had been advised to submit an official complaint to Agenzia delle Dogane e dei Monopoli (ADM).
Snai Casino - The player's account got blocked.
Black points: 2325
Amount: €3,500
Snai Casino
Safety Index:Above averageInsufficient evidence from casino
UNRESOLVED
Case summary
hi i played slots on snai in february and won a significant amount on the bee hive bonanza slot, afterwards i found an email complete with article 14 and suspension, now the casino is uncontactable i don't answer the email and access to my cotno is blocked, where are my 3500 euros? how do i get it...
Hello giorgioilpippo89,
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 account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? When exactly did they close your account and did they provide any explanation?
Looking forward to your answer.
Regards,
Nick
I played with my own money without a welcome bonus that they didn't even give me without giving me an explanation, I didn't get any explanations my account is verified but suspended by article 14 as they said, they didn't ask me for documents they are completely uncontactable
Hello giorgioilpippo89,
Is it possible to forward your communication between you and the casino to nikolas.b@casino.guru for further review?
I have sent you the only message they sent me: we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Gaming Account for technical checks, therefore each operation will be inhibited, including deposits and withdrawals.
Thank you giorgioilpippo89 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear giorgioilpippo89,
I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know, sometimes the casinos can "freeze" a player's account when undergoing a throughout KYC and AML check, these checks can take weeks in some cases, so although I can understand your frustration with this situation, we have come across this a couple of times before and sadly there is not much that we can do about it. I will contact the casino to shed more light on this matter.
We would like to invite Snai Casino to join the conversation.
Dear Snai Casino,
Can you please provide information on why was the player's account suspended?
If the information can't be shared publicly please sent them to me at michal.k@casino.guru
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 giorgioilpippo89,
Just so you know, I'm in contact with Snai Casino representative and as I mentioned above your account was suspended because of the ongoing KYC and AML check. We are discussing your case and once there is a development I will provide you with an update.
At the moment I ask you to be patient.
Dear giorgioilpippo89,
We still need more time to fully investigate your case. I will extend the timer for additional 14 days and once there is a development I will provide you with an update.
At the moment I kindly ask you to be patient.
Kind regards,
Michal
hello it's fine go ahead with the checks that the law requires you to do but then I would like to collect my sum since the same law says that snai has 6 months to pay me and do the checks and we are already in the fifth month
Dear giorgioilpippo89,
I've been informed by the casino team that your account was suspended on the 30th of March so even though it's been suspended for a while it's still far from the 180 days that the casino is entitled to. Anyway, I have my fingers crossed that we will be able to finish the investigation far sooner than the allotted 180 days. At the moment I kindly ask you to be patient.
Kind regards,
Michal
so nothing can be done? did the casino say something? Do I have to wait 6 months and then send the pec through a lawyer?
Dear giorgioilpippo89,
I understand your dissatisfaction with the waiting, but sadly gathering all the necessary information from the game provider takes quite a lot of time. I am in communication with the casino and they are as well still waiting for the report from the game provider. Sadly there is not much else to do here than just wait. Please be assured once there is a development you'll be immediately informed. At the moment I kindly ask you to be patient.
Dear giorgioilpippo89,
I hope this message finds you well. I wanted to provide you with an update on the situation. I have been maintaining regular communication with the casino representative. However, I regret to inform you that they are still awaiting the report from the game provider. Regrettably, we have not been given any indication of how much longer the investigation might take.
Considering that the investigation was initiated on March 30th and could potentially last for up to 180 days, there is little we can accomplish at this stage. If you agree, I suggest resetting the timer for a period of 4 weeks and then reassessing the progress. I understand your frustration with the lengthy wait, but until we receive the report from the game provider, we are unable to proceed with your complaint.
Thank you for your patience and understanding.
Best regards,
Michal
alright thanks guys for the hard work you are doing
update from the last two days, I wrote to the casino to pay me, he answered me for the first time without a copy and paste of article 14 telling me to send him another personal document of mine so I sent him my driving licence, and then they resumed answering me with the copy and paste of article 14 which speaks of 6 months of suspension but they are almost over
Dear giorgioilpippo89,
I am in communication with the casino and they are as well still waiting for the report from the game provider. The report is very important to move on with your case, so sadly there is not much else to do here than just wait.
I fully understand your dissatisfaction with the waiting, but as mentioned sadly there is not much else to do here than just wait.
soon, however, the 6 months of suspension by Italian law will end
Dear giorgioilpippo89,
I hope this message finds you well. I fully understand your dissatisfaction with the waiting, but we are still waiting for the report from the game provider. The report is very important to move on with your case, so sadly there is not much else to do here than just wait.
If you wish to submit an official complaint to ADM, please feel to do so by sending them an email here: Giochi.reclami.online@aams.it, but I believe that without the report from the game provider, even the authority will not be much of a help either.
I suggest resetting the timer for a period of 4 weeks and then reassessing the progress. I again understand your frustration with the lengthy wait, but until we receive the report from the game provider, we are unable to proceed with your complaint.
Thank you for your patience and understanding.
Best regards,
Michal
6 months have passed.... has this game provider responded? can I withdraw? I mean I've been waiting forever and I always get the same answer, should I proceed with providing some documentation such as a selfie or something else? or should I report the problem to adm? I'm waiting for an update, thanks
Dear giorgioilpippo89,
I hope this message finds you well.
I have been maintaining regular communication with the casino representative. However, I regret to inform you that, unfortunately, they are still waiting for the report from the game provider. Although we understand that it is usually quite time-consuming to receive the report from the game provider, in this case, it took abnormally long, and as there has been no real development, we are forced to close this complaint as unresolved.
I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach and to be more active in communication with its game providers.
If you wish to submit an official complaint to Agenzia delle Dogane e dei Monopoli (ADM), please feel free to do so by sending them an email here: giochi.reclami.online@aams.it The ADM, as an authority, might have more options or tools to help with your case. Please let me know how ADM has decided or if they were able to help you at michal.k@casino.guru
We are sorry we could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our best to help.
Best regards,
Michal
Casino guru
