Snai Casino - Das Spielerkonto wurde aufgrund von „Artikel 14“ gesperrt.

Hello, this morning I found my Snai account blocked, according to the site it was due to article 14, could you help me?

Salve stamattina mi sono ritrovato il mio account Snai bloccato, a detta del sito a causa del art 14, sapreste aiutarmi ?

Hello nicapobia,

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 play sports betting or casino games? Do you have any remaining real money balance on your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, the account was open via spid for just over a week, I only played the sweet bonanza slot, I still had a withdrawal request of €65 in progress and a balance of €15 on the account, the casino still hasn't responded to my email

Salve, l’account era aperto tramite spid da poco più di una settimana, ho giocato solo alla slot sweet bonanza, avevo ancora una richiesta di prelievo da 65€ in corso e un saldo di 15€ sul conto, il casino ancora non ha risposto alla mia mail

Thank you nicapobia for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, nicapobia,

I am sorry to hear about your trouble. 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 the resolution of this complaint.

Dear Snai Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked/closed?

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

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

Thank you in advance for providing the information.

Hi, have you had any news? I still haven't received any response after 2 weeks

Salve, avete avuto novità?, io ancora dopo 2 settimane non ho ricevuto nessuna risposta

If the casino did not respond here, and I did not inform you about anything that was provided outside of the thread, then no, there is no news.

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.

Hello this morning, they reactivated my gaming account and I proceeded with the request to withdraw money, I hope in the meantime it won't be blocked again 😅

Salve stamani, hanno riattivato il mio conto di gioco ho provveduto alla richiesta di prelievo dei soldi, spero nel frattempo non venga di nuovo bloccato 😅

What great news, nicapobia!

It usually takes some time until a withdrawal is processed, so I recommend providing the casino with a few more business days to process your withdrawal if it has not been yet.

Would you like me to wait until the withdrawal is processed and the funds are credited to your payment method, or I can consider the issue solved and close the case?

Feel free to let me know once you receive the payment.

I have already received the payment, you can consider the case closed, thank you

ho già ricevuto il pagamento, può considerare il caso chiuso, vi ringrazio

What great news!

Thank you, nicapobia, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please 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