Snai Casino - Il conto del giocatore viene chiuso dopo aver vinto.

Good morning, I opened my Snai account with my nephew and played sports betting, winning a significant amount. Then they suspended my account with an email titled (Article 14, etc.)

Since then, I've tried sending emails, calling, and even asking for explanations at a physical Snai gaming hall, but I haven't received any responses. How does this service work? How much does it cost? Could I get an estimate?

Buongiorno con mio nipote ho aperto il mio conto snai e ho giocato allo sport vincendo una considerevole somma, poi mi hanno sospeso il conto con un email intitolata ( articolo 14 eccetera)

Da quel momento ho provato a inviare email chiamare, chiedere pure in una sala gioco fisica snai spiegazioni ma non ho avuto risposte, come funziona questo servizio? quanto costa? posso avere un preventivo?

Dear costanzomariar,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Snai Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain in more detail the circumstances under which you opened the accounts in the casino?
• Have you and your nephew opened separate casino accounts, using each their own device and payment method?
• What was your withdrawable balance on the account before account closure?
• Did you achieve your winnings with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, yes devices and also separate connections, I opened the account and made some simple sports bets without using bonuses

ciao si dispositivi e anche connessioni separate, ho aperto l'account e fatto delle semplici giocate sport senza usare bonus

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Customer,

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 all operations 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 case of disputes subject to investigations by the competent Judicial Authorities.

A greeting,

The SNAI Team

Gentile Cliente,                                                                

ti informiamo che, ai sensi dell’articolo 14 del Contratto per la partecipazione al gioco a distanza, SNAITECH ha provveduto alla sospensione del tuo Conto di Gioco per verifiche tecniche, pertanto ogni operazione sarà inibita, compresi versamenti e prelievi.

Il provvedimento avrà una durata massima di 180 giorni, al termine dei quali l’operatività del Conto di Gioco sarà ripristinata, salvo che in presenza di contestazioni oggetto di accertamenti da parte delle competenti Autorità Giudiziarie.

Un saluto,

Il Team SNAI

Thank you for your reply, costanzomariar.

I would like to emphasize that our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if your gaming activity was solely focused on sports betting.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear costanzomariar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.