The player from Greece faced difficulties withdrawing winnings from the casino, as the only options available were IBAN or crypto, despite having made his deposit via MasterCard. After initiating a withdrawal, he encountered issues with the required customer ID for Neteller, and his communications with the casino's support went unanswered. The Complaints Team engaged with the casino, which confirmed that the player’s request to update his payment method had been processed, but the player stated that neither the registered IBAN had been removed nor could he add a second one. Ultimately, the complaint was closed due to a lack of response from the player, although he retained the option to reopen it in the future.
SambaSlots Casino - Player is struggling with withdrawal processes.
Closed
Our verdict
Player stopped responding
Amount: €1,900
SambaSlots Casino
Safety Index:LowCase summary
Discussion
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7 months ago
Translation
Good evening, I have played at this casino by depositing via MasterCard. When it came time to make a withdrawal, I saw that the only option was via IBAN or crypto. While the deposit was made via card. And in the terms it clearly states that the withdrawal must be made using the same method. And they wouldn't let me. Anyway, I tried with IBAN, but because the card belongs to a Neteller bank, when you request a withdrawal, in addition to IBAN and full name, you must also enter a customer ID. But they didn't give me such an option, so I only entered IBAN and full name. The withdrawal left them on 25/07 but it hasn't appeared in my account yet. And it probably won't appear either because I haven't entered the reference number. I don't mind about them because they were few and I made a test withdrawal to see if they will come. But for the rest that I have in them, I sent them that I have to give them the reference number that Neteller requests so that the transfer can be made to my account. But they respond like idiots and pretend they don't understand and tell me that they sent them. I asked to speak to the financial department, I sent them an email to support in the complaint but of course no response. And I have no way to withdraw them. Normally it should be via MasterCard since that's how the deposit was made. I need your help. Thanks in advance.
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SambaSlots Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What is the IBAN associated with your bank card? Who is the issuer of the card? (Neteller, another bank)
- Have you contacted the casino regarding the issue and asked for assistance? What response have you received?
- Could you please explain which deposit option you have chosen when making deposits in the casino? (debit card, Neteller)
- Is your player's account verified?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationThe iban associated with the bank card is from a neteller bank. The card is a neteller MasterCard.
I have communicated but no understanding is reached.
Deposit option was MasterCard.
The casino account has not been verified as I have not been requested by the casino.
Before I make a withdrawal, I want to make a test amount to see that the money will actually be in my account. Because in the first withdrawal, while the casino sent it, I have not received it because the reference number, which is mandatory, has not been included. I have reported this to support but they were not willing to listen to me. Because I do not trust this method, I am asking that the neteller iban be deleted and that they let me add the revolut one with which I have made a second deposit via visa. But in order to delete my neteller iban, they ask for a bank statement in pdf format that shows the name, iban, and card. But the pdf only shows the name and the transaction that was made with a net+ card, so they are not deleting it for me. Thank you. I have attached files to the email. If you need anything more, let me know.
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7 months ago
TranslationSo what I'm asking is for them to delete the already registered IBAN and let me add the other one so I can make a safe and secure withdrawal, or for them to simply let me add a second IBAN and continue my game normally.
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7 months ago
Thank you very much for providing the necessary information. 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.
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7 months ago
Hello there,
Thank you Tsotso88 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask SambaSlots Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
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6 months ago
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.
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6 months ago
Hi there,
Thank you for your patience. After reviewing this case, we can confirm that the player’s request to update their payment method was processed once the required documentation was received. The payment method was removed successfully, and the player was informed.
From our side, this matter is considered resolved.
Kind regards,
Samba Slots Casino Team
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6 months ago
Thank you for the update SambaSlots Casino representative.
Dear Tsotso88, let us know if your issue has been resolved or if you require any further assistance. Thank you!
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6 months ago
Translation
Thank you for the communication but I would like to inform you that nothing has changed. The payment method has been removed yes. But neither has the already registered iban been removed nor can I add a second one. I am requesting that the already registered iban be removed or that I simply add a second one.
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6 months ago
Hi there,
We’ve reviewed the situation and can confirm that the player has already completed successful withdrawals to their registered bank account. The additional IBAN has been removed, so there should be no issues with processing withdrawals.
Kind regards,
Samba Slots Casino Team
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6 months ago
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.
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6 months ago
Hi there,
The IBAN MT74SB****** can only be removed once ownership has been verified. For this, you would need to contact our customer support team and provide a bank statement showing that the account belongs to you. Until this is done, we are unable to remove the IBAN, as this is part of our security process.
So far, we have only received a bank statement for one of your accounts, which has already been deleted as requested.
Please reach out to our support team with the required documentation so we can assist you further.
Best regards,
Samba Slots Casino Team
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6 months ago
Dear Tsotso88,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Peter
Casino.Guru
