Snai Casino - Аккаунт игрока заблокирован.

Hi, my account has been suspended since May 9th after I received an email:

Dear Customer,                                                                 

We inform you that, pursuant to Article 14 of the Contract for remote gaming participation, SNAITECH has suspended your Gaming Account for technical checks. Therefore, all transactions will be inhibited, including deposits and withdrawals.

Since then, I have tried calling and sending emails to at least get my money back, but nothing has happened. What can I do?

ciao ho il conto sospeso dal 9 maggio dopo aver ricevuto un email:

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.

Da li in poi ho provato a chiamare e mandare email per avere perlomeno indietro i miei soldi ma nulla, come posso fare?

Dear conte.giuseppe123,

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. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Have you completed account verification successfully?
• Did you achieve your current balance 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

Dear conte.giuseppe123,

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.

I didn't use bonuses and I played SEVERAL GAMES, EVEN SLOTS, the account was verified before the suspension

non ho usato bonus e ho giocato DIVERSI GIOCHI , ANCHE SLOT , il conto si era verificato prima della sospensione

Thank you very much, conte.giuseppe123, for providing the necessary information. 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 conte.giuseppe123,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will make an effort to reach out to the casino team; however, based on our recent experience, the casino team became unresponsive to our question in regards to player complaints, so the outcome of your complaint is uncertain. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) (giochi.reclami.online@aams.it) and submit a complaint to them. 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

Dear Snai Casino,

Can you please provide information on why was the player's account suspended?

If the information can't be shared publicly please send them to me at michal.k@casino.guru

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 conte.giuseppe123,

I have tried to contact the casino repeatedly but had no success in getting any information. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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. If you have not done so yet, I recommend you contact the ADM (giochi.reclami.online@aams.it) and submit a complaint to them. The casino is obligated to provide a response to ADM. 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