Snai Casino - Das Konto des Spielers wurde gemäß Regel 14 geschlossen.

Hello,

I want to start by saying that my account has been verified for years now.

I recently had a win from which I've already withdrawn some money, but this morning when I tried to play a bit, the account was blocked under law 14 for about 180 days without any apparent reason.

I mainly played on the slots.

No bonuses were used, all the money was deposited.

Could you please help me?

Thank you

Salve,

premetto che ho il conto verificato ormai da anni.

Ho fatto una vincità dalla qualche ho già prelevato del denaro ma sta mattina provando a giocare un pò, il conto viene bloccato per la legge 14 per circa 180 giorni senza alcun motivo apparente.

Ho giocato per lo piu alle slot.

Senza alcun bonus, tutti soldi depositati.

Potreste aiutarmi per cortesia.

Grazie

Dear AMATONUNU,

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

Could you please confirm if your last big win came from playing slots? Or did you play other games as well?

Have you received any email from the casino after your account was suspended? If so, please forward it to me along with any other communication between you and customer support that could be relevant to our investigation. My email address is veronika.l@casino.guru.

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 confirm that it is derived only from slots

Si confermo che è derivata solo dalle slot

Has the casino specified the "law 14" you mentioned?

It's part of their statute.

Dear Customer,

We inform you that, pursuant to art. 14 of the contract for participation in remote gaming, SNAI has suspended your gaming account for technical checks and therefore any operation on it will be inhibited, including deposits and withdrawals. The measure will have a maximum duration of 180 days, at the end of which the operation of the account will be restored, except in the case of disputes subject to investigations by the competent Judicial Authorities.

Best regards.

Fa parte del loro statuto.

Gentile Cliente,

La informiamo che, ai sensi dell’art. 14 del contratto per la partecipazione al gioco a distanza, SNAI ha provveduto alla sospensione del Suo conto di gioco per verifiche tecniche e pertanto ogni operazione sullo stesso sarà inibita, ivi compresi versamenti e prelievi. La misura avrà una durata massima di 180 giorni, al termine dei quali l’operatività del conto sarà ripristinata, salvo che in presenza di contestazioni oggetto di accertamenti da parte delle competenti Autorità Giudiziarie.

Cordiali saluti.

HI

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> We inform you that your gaming account has been temporarily suspended to allow us to carry out checks.

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> We understand the inconvenience this may cause you and kindly ask you to be patient while we complete the necessary steps. As soon as the checks are completed, we will provide you with an update on the situation.

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> We thank you for your understanding and cooperation

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> The SNAI Team

Ciao

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> Ti informiamo che il tuo conto gioco è stato temporaneamente sospeso per consentirci di effettuare delle verifiche.

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> Comprendiamo il disagio che ciò può causarti e ti chiediamo gentilmente di avere pazienza mentre portiamo a termine le necessarie operazioni. Non appena le verifiche saranno completate, ti forniremo un aggiornamento sulla situazione.

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> Ti ringraziamo per la tua comprensione e collaborazione

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> Il Team SNAI

Hi, do you have any news regarding my report

Thank you

Salve avete qualche novità in merito alla mia segnalazione

Grazie

Thank you very much, AMATONUNU, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

A thousand thanks

Grazie mille

Hello, AMATONUNU,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Snai Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been suspended? What steps should the player take to unblock and access the account?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru) or via Skype.

The account was unblocked yesterday.

Thank you

Il conto è stato sbloccato ieri in giornata.

grazie

Thank you, AMATONUNU, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru