Samovyloučení z herních účtů

Hi everyone, my name is luciano, I wanted some information if possible, 2 days ago someone probably in one of my accounts gave me a self-exclusion on my behalf which I had no intention of doing and this resulted in an account where the same evening some now before I had made some winnings of thousands of euros, now mine. Question how can I see if the money has not been touched? I can withdraw them before the minimum six months since the exclusion is permanent and I can request that at least it is possible for me to withdraw my money won regularly, I ask here because the operators have not yet been able to contact them thanks for the space that is granted to me..

Salve a tutti mi chiamo luciano, volevo alcune informazioni se possibile, 2 giorni fa qualcuno probabilmente in uno dei miei account mi ha fatto per mio conto un autoesclusione che io non avevo intenzione di fare e questo ha provocato su un conto dove la sera stessa qualche ora prima avevo fatto alcune vincita di migliaia di euro, ora la mia. Domanda come faccio a vedere se i soldi non sono stati toccati? Posso prelevarli prima dei sei mesi minimi visto che la esclusione è permanente e posso fare richiesta che almeno mi sia possibile ptleverare i miei soldi vinti regolarmente, chiedo qua perché gli operatori ancora non sono riuscito a contattarli grazie dello spazio che mi è concesso..

The platform is snai

La piattaforma è snai

Hi there,

Sadly, I must admit that I find it hard to completely understand the context.

You opened a several accounts in the casino, one of those were closed without your notice, right?

I fail to understand the rest about the winnings, though.

Can you write down a "timeline"that should express the chronology of each state of thing, please?

Or try to desribe it in a different way, please. 🙏

Hi, sorry, thanks for your availability, in the meantime, I'll try to explain myself better, someone accessed my account on a platform that I've hardly ever used and carried out a self-exclusion, this self-exclusion blocked all the accounts I have on all of them for 6 months the gaming platforms, as far as winnings are concerned l, on the Snai platform I had won some money a few hours before, I was able to withdraw 500 euros, because self-exclusion had not yet been made, but afterwards I was no longer able to access the Snai account, and to contact operators, only the switchboards but they do not provide assistance, I wanted to know if it is possible to withdraw as I have also called the monopoly customs agency as this self-exclusion reaches them, and each operator says a different thing when I ask for information.

Ciao scusa, gratie per la disponibilità intanto provo a spiegarmi meglio, qualcuno è entrato in un mio account di una piattaforma che non ho Quasi mai usato e ha effettuato un auto esclusione, questa autoesclusione ha bloccato per 6 mesi tutti gli account che ho su tutte le piattaforme di gioco,per quanto riguarda le vincite l, sulla piattaforma Snai avevo vinto qualche ora prima dei soldi, 500 euro sono riuscito a prelevarli, perché autoesclusione non era stata ancora fatta, ma dopo non sono riuscito più ad accedere al conto Snai, e a contattare operatori, solo i centralini ma non fanno assistenza, volevo sapere se è possibile prelevare in quanto ho chiamato anche la agenzia doganali del monopolio in quanto questa autoesclusione arriva a loro, e ogni operatore dice una cosa diversa quando chiedo informazioni.

Oh, now I understand.

Well, I think that even if you personaly asked for self exclusion, you should also be able to withdraw your balance.

The point of excluding yourself should be not to lose much, hand inhand should you be able to withdraw the money, after that the account should be closed.

There is just one thing that comes to my mind, some casinos sonfiscates money from dormant account, not sure how this fits your issue though.

Another weak spot is probaby the fact, that among other rules casinos usually state that every player is responsible for the accout protection, mening if the account is misused by anybody else, casino does not care much.

May I know what the opertors told you?

I'm not so well-oriented in Italian regulations, so if you feel like you need help, maybe you should consider submitting the complaint.

Our team of specialists will try to come up with a conclusion.

You can read about how it all works here. For submitting the complaint, just click here.

In the end I managed to contact the operators and they made me withdraw, also because I had already requested a withdrawal before my account was blocked, the only problem left is. That for 6 months I can't use any gaming platform, but after six months I can reactivate the account, at least I solved a problem, thanks for your availability

Alla fine sono riuscito a contattare gli operatori e mi hanno fatto prelevare, anche perché avevo fatto già richiesta di prelievo prima che il mio account venisse bloccato, l unico problema rimasto è. Che per 6 mesi non posso utilizzare nessuna piattaforma di gioco, ma passati sei mesi posso riattivare l account, almeno ho risolto un problema, grazie per la disponibilità

I'm happy that you managed to withdraw the balance!

In case you need help, just visit us and submit the complaint if necessary, please.

I think it's best to contact support

I'm just wondering, you say that

 someone accessed my account on a platform that I've hardly ever used and carried out a self-exclusion

Have you managed to find out who did it? I could understand if someone attempted to steal you balance, but why would anyone self-exclude your account?

Even the casino could do something for you in this case since they have the option to see login IP addresses so they could see if the login was made from your standard IP address (even your device) or if it was made from another place.