Snai Casino - Аккаунт игрока заблокирован.

I have a problem with the snai site, they have a welcome bonus of up to € 300, so I loaded the € 500 needed to redeem them, I played them as requested, I won the bet and then I had € 635 in real money and € 300 in bonus. I requested the withdrawal of the real € 635 and they blocked my account while the withdrawal was being processed, there is no specific reason written but closed only for technical checks, I have seen that others have also happened with this bonus, but I would like at least get my money back. I thought it could be because I uploaded money with paypal to my boyfriend's account because usually paypal makes instant withdrawals and his name is written in the email and he already has another account, but I would like to have at least my money real back. I can't even log into the account.

Ho un problema con il sito snai, hanno un bonus di benvenuto fino a 300€, quindi ho caricato i 500€ necessari a riscuoterli, li ho giocati come richiesto, ho vinto la scommessa e quindi avevo 635€ in soldi reali e 300€ di bonus. ho richiesto il prelievo dei 635€ reali e mi hanno bloccato il conto mentre il prelievo era in elaborazione, non c'è scritto un motivo preciso ma chiuso solo per verifiche tecniche, ho visto che anche ad altri è successo con questo bonus, ma vorrei avere almeno i miei soldi indietro. ho pensato che potrebbe essere perchè ho caricato dei soldi con paypal con un account del mio ragazzo perchè solitamente paypal fa i prelievi istantanei e nella mail c'è scritto il suo nome e lui ha già un altro account, però vorrei avere almeno i miei soldi reali indietro. non posso neanche accedere all'account .

Dear Rewello, 

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 you and your boyfriend both have accounts at this casino?

Also, do I understand correctly that you have not yet received any proper explanation regarding your blocked account?

Looking forward to hearing from you.

Best regards, 

Kristina

That's right we both have an account but his has been inactive for some time and he has lost his credentials so taking advantage of the bonus I created one myself, he does not remember if the paypal address to deposit the money he also used it in his old account, we had no explanation on this except that they were carrying out technical checks

Esatto abbiamo entrambi un account però il suo è inattivo da diverso tempo e ha smarrito le credenziali quindi approfittando del bonus ne ho creato uno io, non si ricorda se l'indirizzo paypal per depositare i soldi l'ha usato anche nel suo vecchio account, non abbiamo avuto spiegazioni in merito se non che stavano eseguendo delle verifiche tecniche

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

Dear Rewello,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.