Snai Casino - A conta do jogador foi bloqueada por motivos de segurança.

Last night I won a good amount of money playing slots and casino games on the site. This morning I placed a small bet, then I reopened my account and just received this message:

We inform you that, for security reasons, SNAI has taken precautionary measures to protect your gaming account.

Following the above, first of all, we would like to point out that these are "events" outside the control of this Dealer.

That being said, we inform you that, in order to restore the operability of your account, and simultaneously reset your login credentials, you will have to make a request to the email address [email protected] , attaching a copy of both sides of a valid identification document.

I have now sent an email to Snai with the document and a request for explanations.

Could you help me?

Ieri sera giocando ho vinto una buona somma, con slot e giochi casinò del sito. Stamattina ho fatto una piccola scommessa poi ho riaperto l’account adesso e mi è arrivato questo messaggio:

ti comunichiamo che, per motivi di sicurezza, in via precauzionale SNAI ha adottato misure di protezione, sospendendo il tuo conto di gioco.

A seguito di quanto esposto, in primis, teniamo a precisare che trattasi di "eventi" fuori dall’ambito di controllo del presente Concessionario.

Ciò posto, ti comunichiamo che, per procedere al ripristino dell'operatività del tuo account, e alla contestuale reimpostazione delle credenziali di accesso, dovrai farne richiesta all'indirizzo e-mail[email protected], allegando la copia fronte-retro di un tuo documento di riconoscimento in corso di validità.

Adesso ho mandato mail alla Snai con documento e richiesta spiegazioni.

Mi riuscireste ad aiutare?

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties with your account. From your description, it seems that the casino has temporarily suspended access for security reasons and has requested identity verification before reopening it.

To better understand your situation and assist you, could you please clarify:

• Was this the first time your account was restricted, or have you experienced similar security measures with this casino before?
• Have you already received any response from the casino since sending them your identification documents?
• When exactly did you send your identification documents to the casino? Have you made sure to send them on time and in the correct format?
• Have you successfully completed KYC (Know Your Customer) verification with this casino in the past, or is this the first time they requested your ID?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika,

First of all, thanks for your prompt reply.

I'll answer your questions in order:

-I've been playing with Snai for 15/16 years and I've never had any kind of problem

- the documents have always been updated and modified before their expiration, so much so that I made top-ups and a withdrawal on the same day

-I repeat: documentation always updated and never had any problems

-The winnings I got were around a thousand euros on non-live casino games and 500-600 euros on slots. The next day I played €1.50 on a virtual one.

I'd say it's something normal, nothing sensational.

Then, I never had a problem with top-ups or withdrawals, much less documentation.

The problem is that I have almost €2,000 blocked. I don't understand why they never checked every time I lost money...🤔

Ciao Veronika,

intanto grazie per la tua risposta immediata.

Ti rispondo in ordine con le tue domande:

-è 15/16 anni che gioco con Snai e non ho mai avuto nessun tipo di problema

-i documenti sono sempre stati aggiornati e modificati prima della loro scadenza, tant’è che ho effettuato ricariche e un prelievo lo stesso giorno

-ripeto: documentazione sempre aggiornata e mai avuto nessun problema

-la vincita che ho ottenuto è stata per un migliaio di euro su giochi da casinò non dal vivo e 500/600 euro su slot. Il giorno dopo ho giocato 1,5€ su un virtuale

Direi una cosa normale, niente di eclatante.

Poi,no ho mai avuto un problema con ricariche o prelievi e tantomeno documentazione.

Il problema è che ho quasi 2000 euro bloccati. Non capisco perché tutte le volte che ho perso non hanno mai fatto delle verifiche……🤔

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gabriellone10,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika