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my account was blocked. from that day I proceeded to send mail to mail, even through my pec but the casino has never even replied. it's been 2 months now that I can't even get in touch with them to at least ask for my account to be closed

mi è stato bloccato l'account. da quel giorno ho provveduto ad inviare mail su mail, anche attraverso la mia pec ma il casino non ha mai nemmeno risposto. ormai sono 2 mesi che non posso nemmeno mettermi in comunicazione con loro per chiedere almeno la chiusura del mio account

Dear jack04,

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 €1,900 (dispute value) is being held in your casino account? Have you accumulated these funds with or without an active bonus?

Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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

They weren't unlocked with bonuses or anything else. I mainly focused on football betting and slots.

Non sono stati sbloccati con bonus o altre cose. Mi sono principalmente concentrato su scommesse calcistiche e slot.

Thank you for your reply, jack04. Could you please advise how long was your account active? Did you pass the verification before the casino blocked you?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good morning, my game account has been unblocked for about 8 months where I have been playing it regularly. it was blocked on a random day in March and from there I wrote by email, pec to try to request the closure but my emails are not read and above all I do not get an answer. The only communication from the casino was snaitech article 14 and since then they never showed up and never replied.

Buongiorno, il mio account di gioco è stato sbloccato per circa 8 mesi dove ci ho giocato regolarmente. è stato bloccato un giorno a caso di marzo e da li ho scritto tramite email, pec per provare a richiedere la chiusura ma le mie email non vengono lette e soprattutto non ottengo risposta. L'unica comunicazione del casinò è stata snaitech articolo 14 e fine da li non si sono più fatti vivi e non hanno più risposto.

I just don't know how to get a response and request closure because I can't use the live chat as my account is blocked, both certified and non-certified emails are unanswered. How can I proceed?

solo che non so come fare per farmi rispondere e richiedere la chiusura perchè non posso usare la live chat avendo l'account bloccato, le mail sia certificate che non certificate non hanno risposta. Come posso procedere?

Thank you very much, jack04, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 jack04,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just to check, do you want to access your casino account so that you want to withdraw the disputed amount of €1,900, or was this been sent to you already?

We would like to invite Snai Casino to join the conversation.

Dear Snai Casino,

Can you please provide information to clarify the situation?

I would like my account to be unblocked or closed and my money returned

Vorrei che il mio conto venisse sbloccato o chiuso e i soldi restituiti

And I would like it to be pointed out to the casino that it is not good practice to ignore emails and pecs

E vorrei che fosse fatto presente al casinò che non è una buona pratica ignorare email e pec

Dear jack04,

We need more time to fully investigate your case. I will extend the timer for 14 days, and once there is a development, I will provide you with an update.

At the moment, I kindly ask you to be patient.

Kind regards,

Michal

ok thanks I await hoping for a resolution by snai

ok grazie attendo sperando in una risoluzione da parte di snai

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.

Dear jack04,

I can imagine your dissatisfaction with the waiting, but sadly gathering all the necessary information from the game provider takes quite a lot of time. I am in communication with the casino and they are as well still waiting for the report from the game provider. Sadly there is not much else to do here than just wait. Please be assured once there is a development you'll be immediately informed. At the moment I kindly ask you to be patient.

Dear jack04,

I hope this message finds you well. I wanted to provide you with an update on the situation. I have been maintaining regular communication with the casino representative. However, I regret to inform you that they are still awaiting the report from the game provider. Regrettably, we have not been given any indication of how much longer the investigation might take.

Considering that the investigation was initiated on March 30th and could potentially last for up to 180 days, there is little we can accomplish at this stage. If you agree, I suggest resetting the timer for a period of 4 weeks and then reassessing the progress. I understand your frustration with the lengthy wait, but until we receive the report from the game provider, we are unable to proceed with your complaint.

Thank you for your patience and understanding.

Best regards,

Michal

Hi, has there been any progress?

I have been waiting months and months for a response from the casino. How can I move?

Buongiorno ci sono stati progressi?

Sono mesi e mesi che attendo risposta dal casinò. Come posso muovermi?

Dear jack04,

I am in communication with the casino and they are as well still waiting for the report from the game provider. The report is very important to move on with your case, so sadly there is not much else to do here than just wait.

I fully understand your dissatisfaction with the waiting, but as mentioned sadly there is not much else to do here than just wait

Dear jack04,

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.

Dear jack04,

I hope this message finds you well. I fully understand your dissatisfaction with the waiting, but we are still waiting for the report from the game provider. The report is very important to move on with your case, so sadly there is not much else to do here than just wait.

If you wish to submit an official complaint to ADM, please feel to do so by sending them an email here: giochi.reclami.online@aams.it, but I believe that without the report from the game provider, even the authority will not be much of a help either.

I suggest resetting the timer for a period of 4 weeks and then reassessing the progress. I again understand your frustration with the lengthy wait, but until we receive the report from the game provider, we are unable to proceed with your complaint.

Thank you for your patience and understanding.

Best regards,

Michal

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.

Dear jack04,

I hope this message finds you well.

I have been maintaining regular communication with the casino representative. However, I regret to inform you that, unfortunately, they are still waiting for the report from the game provider. Although we understand that it is usually quite time-consuming to receive the report from the game provider, in this case, it took abnormally long, and as there has been no real development, we are forced to close this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach and to be more active in communication with its game providers.

If you wish to submit an official complaint to Agenzia delle Dogane e dei Monopoli (ADM), please feel free to do so by sending them an email here: giochi.reclami.online@aams.it The ADM, as an authority, might have more options or tools to help with your case. Please let me know how ADM has decided or if they were able to help you at michal.k@casino.guru

We are sorry we could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our best to help.

Best regards,

Michal

Casino guru