I opened my account last month and I won and sent them my proof of documents and they paid me.

I recently won a big amount and they started asking for more documents which I sent but they kept on rejecting. By end of June they suspended my account. I kept on contacting them but they always say:

"We are still waiting for an update from the security team, as soon as more information has been provided to the support we will reach out to you by email."

And now my account is closed.

Dear Ingeborg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Sometimes casinos decide to do deeper check when the player wins significant amount. Did you play with a bonus, or with your own funds exclusively?

Please forward any relevant communication between you and the casino to [email protected]. I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

I did not play bonus. The disputed amount is 15896 euros.

Ingeborg, were you informed whether your account has been closed permanently, or closed only until the review of your account is over?

They said : We have received the final answer from our security department and your account will remain closed and the funds in your account have been confiscated. 

Thank you very much Ingeborg for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Ingeborg,

I'm taking over your complaint. Could you please forward the email from the casino regarding their decision to close your account to my email address please ([email protected])? In the meantime I will contact the casino and see if I can help.

Hello,

Thank you for contacting Snabbis casino.

Regarding Ingeborg Lorenz: Review of the player account was done together with the MLRO. Account closed and funds will not be paid out because of fraudulent activity.

Customer been informed about that, as soon as procedure been finished (we are sorry that checking procedure took some time, as we are always trying to be sure before doing action).

Best regards

Snabbis Support Team

Hello, what do you mean MLRO? I don't even know what that is. You can't just take my funds like that. What is the problem with my account anyway besides not wanting to pay?

Hi Ingeborg,

I believe it means "Money Laundering Reporting Officer".

Dear Snabbis team, if there is any sort of evidence to support this claim, please forward it to my email address: ([email protected]). The sensitive information can be blurred out.

Peter,

You have it on mail, all details (Send Wednesday, August 26, 2020 8:08 AM).

Please confirm you received email.

Regards

Snabbis Support Team

Hello,

I received the email, thank you. We are currently discussing the issue within the team.

Hi Ingeborg,

I sent you an email.

They said Date of birth was wrong on my account. I probably registered fast and put the wrong date of birth by mistake. I don't even know or remember. But that's a terrible reason.

How do I do a video call?

Hi, we can make a video call on Skype.

Dear Ingeborg,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Please call today. I emailed my Skype information. Thank you.

Hi Ingeborg,

Based on our call, I sent an email to the casino but haven't received any reply yet. Has the casino contacted you in the meantime?

No.

We would like to ask the Snabbis Casino for a reply. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Peter, you have our replay on email.

Regards

Snabbis Support Team

Hi Ingeborg,

I'm discussing the issue with the casino, I will let you know as soon as there is news.

I will wait, thank you!

Hi Ingeborg,

I discussed the issue with the casino and their software provider for quite a while. You were accused of fraud but the casino didn't provide any relevant evidence. We made a video call together and from my point of view everything seemed to be alright. If the casino wants this case to be resolved, they will have to do better and show more interest in the matter. You should at least be given a proper explanation. I'm afraid there's not much I can do to help you. I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own ([email protected]). 

Best regards,

Peter