Snai Casino - Das Problem mit dem Spielerkonto wurde vom Casino nicht gelöst.

Article 14 was applied to my account without any reason. I have sent several emails requesting the closure of my account and the transfer of funds to my IBAN, but Snai has neither responded nor provided any updates.

al mio conto è stato applicato l'articolo 14 senza motivo e ho inviato diverse email dicendo di chiudere il mio conto e di inviare i fondi sul mio iban, ma snai non mi risponde e non mi fa sapere nulla.

Dear tergior19,

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. 

• Could you please advise how long were have you been a player in the casino? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• 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

hi, so I played it 2 or 3 weeks ago and I unlocked a casino bonus which led me to have a positive balance playing slots. the day after playing my account was blocked for no reason. I hope to resolve it soon

ciao, allora ci ho giocato 2 o 3 settimane fa e ho sbloccato un bonus casino che mi ha portato ad avere del saldo positivo giocando alle slot. il giorno dopo aver giocato mi è stato bloccato il conto senza motivo. spero di risolvere presto

Thank you very much, tergior19, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 tergior19,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Snai Casino representative to join this conversation and participate in resolving this complaint.

Dear Snai Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Thanks for your help. I await your feedback

grazie per l'aiuto. attendo un vostro rsicontro

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.

I have tried to contact the casino repeatedly but had no success. 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. In the meantime, I recommend you contact the ADM Gaming Authority (giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru