Snai Casino - Hráčský účet byl pozastaven bez výplaty.

Hi, I deposited 500 euros after signing up, but then my account was suspended due to Article 14. I've been asking the casino for my funds for two months now but I haven't received any responses. Please help me.

ciao , ho depositato 500 euro dopo la registrazione e poi email articolo 14 e conto sospeso chiedo al casino i miei fondi da 2 mesi ma nessuna risposta aiutatemi vi prego

Dear ilpro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you didn't place any bets after depositing?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Good morning, once I deposited I did not place any bets/play anything on any type of slot. Once deposited I received an article 14 email telling me that my account had been blocked. Subsequently I decided to proceed with closing my gaming account by sending my IBAN to Snai to ensure that my balance was sent back to me but nothing. they never responded to me and I sent about 6 emails (they haven't responded to me for almost 2 months now)

Buongiorno, io una volta depositato non ho piazzato alcuna scommessa/giocato qualcosa su alcun tipo di slot. Una volta depositato ho ricevuto una mail articolo 14 dove mi dicevano che il mio conto era stato bloccato. Successivamente allora ho deciso di procedere con la chiusura del mio conto di gioco inviando a snai il mio iban per far si che il mio saldo venisse rimandato a me ma niente. non mi hanno mai risposto ed ho inviato circa 6 email (ormai sono quasi 2 mesi che non mi rispondono)

Thank you very much, ilpro, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ilpro,

I have reviewed your case and as far as I can determine, Article 14 states the following:

"Article 14 - Suspension of execution

1. The Concessionaire on its own initiative, or at the express request of AAMS or the judicial authority

may, at any time, by communicating the reason to the Customer, suspend the execution of the contract for non-compliance

more than one hundred and eighty consecutive days - except for a longer period in the presence of investigations by the parties

of the Judicial Authority - when this is necessary to guarantee transparency, security and regulation

performance of the service and its management, as well as due to force majeure."

While this doesn't provide us with a clear explanation, it does seem that your account is under investigation and that this investigation could last for a period of up to 180 days.

I will contact the casino to see if they can provide any further insight.

We would like to invite Snai Casino to join the conversation and participate in the resolution of this complaint.

Dear Snai Casino,

Can you please provide more information regarding the status of the player's account and why it has been blocked?

Kind regards,

Adam

Thanks, try contacting Snai because it's scandalous that I write an email to close my gaming account and they don't even reply to me. Furthermore, given the story, it is truly scandalous that my account is under investigation for 180 days. Literally I registered, I waited maybe 1 day after verifying the documents I uploaded to make a top-up and at the exact moment the top-up was successful my account was blocked. It's truly scandalous

Grazie provi a contattare snai perchè è scandaloso che io scriva una mail di chiusura del mio conto di gioco e non mi rispondano nemmeno. In più data la vicenda è proprio scandaloso che il mio account sia sotto indagine per 180 giorni. Letteralmente io mi sono registrato, ho aspettato forse 1 giorno dopo la verifica dei documenti da me caricati per effettuare una ricarica e nell'esatto momento in cui la ricarica è andata a buon fine il mio conto è stato bloccato. è veramente scandaloso

In all I checked again today and the story was that I sent an email to Snai to close the gaming account where I had attached my documents, then after two days they replied asking me for an IBAN to send the money but from after sending have disappeared

In tutto ho ricontrollato oggi e la vicenda è stata che io ho inviato una mail di chiusura a snai del conto gioco dove avevo allegato i miei documenti, inseguito dopo due giorni loro mi hanno risposto chiedendomi un iban per l'invio dei soldi ma da dopo l'invio sono scomparsi

Hello ilpro,

I have made contact with the casino, but all they can tell me is that the account is under investigation, for up to 180 days.

Our usual policy is to allow the casino 2 weeks to reply to a complaint, so I will reset the timer for this amount of time to allow the investigation to be completed.

If the timer expires and the casino can not tell us more, we can then assess what options are available to you.

Kind regards,

Adam

under investigation for what? I'm accused of what? that you made 3 bets? What should I do to report these rude people to the authorities to get paid?

these people wanted a free 6 month loan and they took it like this and maybe they hope that I will give up and leave them to them

sotto indagine di cosa? sono accusato di cosa? di aver fatto 3 scommesse? cosa devo fare per segnalare sti cafoni alle autorità per farmi pagare?

questi volevano un prestito gratuito di 6 mesi e se lo sono presi cosi e magar4i sperano che molli e che glieli lascio

Hello ilpro,

Can I ask you if there have been any further developments? Is your account still suspended?

Kind regards,

Adam

there are no developments. My account is still blocked and they don't reply to me

non ci sono sviluppi. Il mio account è ancora bloccato e non mi rispondono

Hi, exactly what happened until now, have you ever actually contacted the casino?

why have they never written here?

ciao esattamente fino ad ora cosa è successo avete mai contattato il casino veramente?

come mai non hanno mai scritto qua?

Hello ilpro,

I made contact with the casino representative via Skype, as mentioned. As there is no further progress, I will contact them once more to see if I can get any further insight into the situation.

Kind regards,

Adam

I am speechless for this online casino. They don't even respond to emails...

io sono senza parole per questo casinò online. Non rispondono nemmeno alle pec......

Dear ilpro,

I have contacted the casino again, and they are still unable to provide us with any details regarding the investigation or to clarify how long the investigation may continue.

Consequently, we will close this complaint as 'unresolved' for the time being, and I recommend you contact the Agenzia delle Dogane e dei Monopoli and submit a complaint to them (Giochi.reclami.online@aams.it).

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam