Snai Casino - Spillerens gevinster er forsinket.

Hello everyone. They had already warned me that Snai creates many problems, but I wanted to open an account anyway. Well, in fact, they were right. I won €149.94 on Bingo. My winnings have been credited to me for more than seven days despite my constant emails and my constant complaints in chat support (chat support, I dare say: shameful). This winnings are everywhere, both in the history of winners of that game and in the private chat of the room where I played. They provided me with all the codes, I have all the proof, screenshots and so on, but nothing, they don't even deign to give me half a reply.

Salve a tutti. Mi avevano già avvisato che Snai crea molti problemi, ma ho voluto ugualmente aprire un conto. Eh, infatti, avevano ragione. Ho fatto una vincita di 149.94€ su Bingo. Vincita mia accreditata da più di sette giorni nonostante le mie continue e-email inviate e i miei continui reclami nell’assistenza chat (l’assistenza chat mi permetto di dirlo: vergognosa). Questa vincita risulta ovunque, sia nella cronologia dei vincitori di quella partita, sia in chat privata della sala in cui ho giocato. Mi hanno fornito tutti i codici, ho tutti le prove, screenshot e quant’altro, ma niente, loro non mi degnano neanche di mezza risposta.

Dear Klacontogioco,

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.

• Do I understand correctly that these winnings were recorded in your game history?
• Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Thank you so much for your reply. Yes, I basically have all the screenshots: history and game winner visible to anyone. Chat support for the room where I played, so the "CM" as they call him, who assured me that it was just a technical problem and that after an hour I would get the money.

Now we are at 8 days where no one deigns to answer me.

Ps: the CM also gave me the game number where I won, I have the winning card number, I have everything. But they have nothing, as if I didn't even exist. I'll send you the screenshots via email.

Grazie mille per la risposta. Si, praticamente sono in possesso di tutti gli screenshot: cronologia e vincitore partita visibile da chiunque. Assistenza chat della sala in cui ho giocato, quindi il "CM" come lo chiamano loro, che mi aveva assicurato che era solo un problema tecnico e che dopo un ora mi sarebbero arrivati i soldi.

Ora siamo ad 8 giorni dove nessuno mi degna di una risposta.

Ps: il CM mi aveva fornito anche il numero partita dove sono stato vincitore, ho il numero della cartella vincente, ho qualsiasi cosa. Ma loro niente, come se neanche esistessi. Le mando via e-mail gli screenshot.

Sorry to bother you, is there anything new?

Scusa il disturbo, ci sono novità?

Thank you very much for your reply, Klacontogioco. Could you please forward the game history and all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I already sent them three days ago via email and this morning I sent the others

Le ho già inviate tre giorni fa tramite e-mail e questa mattina ho inviato le altre

Hello, is there any news? It's been a week...

Salve, ci sono novità? È passata una settimana…

I apologize but it's been sixteen days since I've been waiting for the winnings to be credited to my account and a week since I wrote here, is there any news?

Chiedo scusa ma son passati sedici giorni in cui aspetto l’accredito sul conto della vincita ed una settimana da quando ho scritto qui, ci sarebbero novità?

Thank you very much, Klacontogioco, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Klacontogioco for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Snai Casino for their help in resolving this complaint. We would like to know what the issue is with the winnings and what can we do to help the player receive them.

Thank you!

Good morning, almost a month has passed and unfortunately I have never received a response from Snai nor the credit.

Buongiorno, è passato quasi un mese ed io purtroppo non ho né mai ricevuto una risposta da Snai né mai l’accredito.

Good morning, I see that Snai has not deigned to respond. A month has passed and I have never received either a response or credit.

Buongiorno, vedo che Snai non si è degnata di rispondere. È passato un mese ed io non ho mai ricevuto né una risposta né l’accredito.

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 Agenzia delle Dogane e dei Monopoli and submit a complaint to them. You must first download the relevant document and complete the complaints and suggestions form which should then be submitted to Giochi.reclami.online@aams.it 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter