The casino suspended my account with article 14 and has stopped responding to my payment requests

il casino mi ha sospeso il conto con articolo 14 e non ha piu risposto alle mie richieste di pagamento

Dear katia554544,

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

Do I understand correctly that €100 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active 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,

Kristina

I didn't use bonuses, I played a few euros of everything, but I don't remember well, many months have passed

non ho usato bonus, ho giocato qualche euro un po a tutto , ma non ricordo bene sono passati molti mesi

Thank you for your reply, katia554544. Could you please clarify when exactly was your account closed?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

there are no communications, they don't respond, they just sent me the message regarding article 14 suspension of the gaming account at the beginning of the year:

Dear Customer,

we inform you that, pursuant to article 14 of the Contract for participation in remote gaming, SNAITECH has suspended your Gaming Account for technical checks, therefore all operations will be inhibited, including deposits and withdrawals.

The provision will have a maximum duration of 180 days, at the end of which the operation of the Gaming Account will be restored, except in the case of disputes subject to investigations by the competent Judicial Authorities.

We would like to remind you that to withdraw the balance on your account, the holder of the bank account must correspond to the holder of the gaming account.

We therefore ask you to confirm that the IBAN you provided when requesting withdrawal of your gaming account relates to a bank account in your exclusive name and not jointly held.

A greeting,

The SNAI Team

7/25/2023 5.55pm

non ci sono comunicazioni non rispondono , mi avevano solo inviato il messaggio del articolo 14 sospensione del conto gioco a inizio anno:

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.

Siamo a ricordarle che per il ritiro del saldo presente sul suo account, l’intestatario del conto corrente bancario deve corrispondere al titolare del Conto di gioco.

Le chiediamo pertanto conferma che l’iban da lei fornito al momento della richiesta di recesso del suo conto di gioco sia relativo a un conto corrente bancario a lei intestato in via esclusiva e non cointestato.

Un saluto,

Il Team SNAI

25/7/2023 17:55

Thank you very much, katia554544, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.  

Dear katia554544,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know, sometimes the casinos can "freeze" a player's account when undergoing a thorough KYC and AML check. It is an industry-standard that each player is allowed to use only a payment method held in their name. It is prohibited to use a 3rd party payment method for deposits and withdrawals unless the casino team explicitly allows this. I will contact the casino to shed more light on this matter.

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

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 [email protected]

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 katia554544,

Just so you know, I'm in contact with the Snai Casino representative and as I mentioned above your account was suspended because of the ongoing KYC and AML check. I understand your dissatisfaction with the waiting, but considering that the investigation could potentially last for up to 180 days, there is little we can accomplish at this stage. We are discussing your case and once there is a development we will provide you with an update.

At the moment I ask you to be patient. I suggest resetting the timer for a period of 4 weeks and then reassessing the progress.

Dear katia554544,

I have spoken to the casino representative, and they have informed me that the investigation is still underway and that they are in talks with the game providers. It is quite likely that the investigation could go on for the full 180 days, so I am afraid all we can really do is wait until it is concluded. I can imagine this is not the response you expected, but as mentioned, sadly, there is not much else to do here than just wait.

I will therefore extend the timer again for 4 weeks. Please let me know if there are any developments in the meantime.

Kind regards,

Michal

Dear katia554544,

I've been in regular contact with the casino representative. Unfortunately, I must inform you that the investigation is still ongoing, and we haven't received any indication of its expected duration. I understand your frustration with the wait, but unfortunately, there's little we can do at this point except be patient.

I'll extend the timer for a few more weeks, and I hope there will be some progress soon. Thank you for your understanding. If you receive any updates from the casino team in the meantime, please let me know.([email protected])

Kind regards,

Michal

Casino Guru

investigation of what more than 6 months have passed since my suspension, all this is scandalous, how can I report them? This morning I sent yet another and final email requesting payment of my winnings to the IBAN of my ING bank account. If they ignore me I want to proceed with ADM and then with Legal. Can you help me?

indagine di cosa sono passati piu di 6 mesi dalla mia sospensione, tutto cio è scandaloso , come li posso denunciare? ho inviato questa mattina un enneasima e ultima email con richiesta di pagamento delle mie vincite sul iban del mio conto ING bank , se mi ignoreranno voglio procedere con adm e poi con legale , mi potete aiutare?

Dear katia554544,

I fully understand your dissatisfaction with the waiting. I have contacted the casino representative 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 are forced to close this complaint as 'unresolved' for the time being, and I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) and submit a complaint to them ([email protected]).

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 [email protected]

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.

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