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Hello, a week ago I was challenged for article 14 on my account, I still have a balance of €950 that I can no longer withdraw and I also can't access the account.

username: *********

I only played slots

Buongiorno, una settimana fa mi è stato contestato l'articolo 14 sul mio account, ho ancora un saldo di 950 € che non riesco piu a prelevare e inoltre non riesco ad accedere al conto.

username: *********

Ho giocato solamente alle slot

Dear foresta52,

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.

Did you accumulate your winnings with or without an active bonus?

When was the last time you communicated with the casino?

Has the casino specified which rules of Article 14 you have allegedly breached? Please forward me the emails you exchanged with the casino after your account was blocked at dominika.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

Dominika

Good morning,

I played the bonus and lost it, after which I tried to play the real balance to make it withdrawable and they blocked €950.

I have had no communications after the one about the limitation that I am attaching, I proceeded by sending them an email asking for the closure but without receiving a response:

Dear Customer,

we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Game Account for technical checks, therefore all operations 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 Game Account will be restored, except in the presence of disputes subject to investigation by the competent Judicial Authorities.

buongiorno,

ho giocato il bonus e l'ho perso, dopo di che ho provato a giocare il saldo reale per renderlo prelevabile e mi hanno bloccato 950€.

Non ho avuto comunicazioni dopo quella della limitazione che allego, ho provveduto mandando loro una mail chiedendo la chiusura ma senza ottenere risposta:

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. 

Dear foresta52, is your casino account still suspended?

Have you reached out to the casino to inquire about their decision?

Dear foresta52,

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.