SambaSlots Casino - Player requests refund after self-exclusion ignored.

I played at SkyHills.com, operated by **EOD Code SRL (Corporate ID 3-101-910497). After

developing gambling-related harm, I formally informed SkyHills of my diagnosed gambling

addiction and requested permanent self-exclusion across the operator and its license/group.

Despite this, while in a vulnerable state and following marketing exposure, I registered and

deposited at SambaSlots.com, which is operated by the same legal entity: EOD Code SRL,

Corporate ID 3-101-910497.

The operator already had full knowledge of my gambling addiction and self-exclusion

request, yet still allowed registration, deposits, and gambling at SambaSlots. This represents

a clear failure of responsible gambling duty and cross-brand self-exclusion, which

Casino.Guru has previously recognized as grounds for refund when the same company is

involved.

I do not dispute losses at SkyHills prior to exclusion. However, I request a full refund of all

deposits made at SambaSlots.com, as these losses occurred after exclusion and due to the

operator’s failure to protect a self-excluded, vulnerable player. I agreed to 80% of the net

losses as a settle of agreement, but I have not heard from Sambaslots since then, they have

completely ignored my e-mails, and our contact on other encrypted apps, such as telegram.

TLDR:

Same company (EOD Code SRL) – I self-excluded at SkyHills due to diagnosed gambling

addiction – operator allowed me to play and deposit at sister site SambaSlots – requesting

refund of all SambaSlots deposits due to failed cross-brand self-exclusion.

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Dear Hejsan92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the Responsible Gaming Section, and this is what I found:

"Self-Exclusion

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures."

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

• To proceed further, could you please confirm whether you specifically requested a self-exclusion from SambaSlots Casino?
• When did you register and start depositing at SambaSlots.com?
• Are there specific dates for your deposits at SambaSlots that we should be aware of?

I look forward to your reply.

Best regards, Petra

Hi, I mentioned abuse several times but was not taken seriously by skyhills. Then one day I just couldn't log in again, after a conversation with them about depositing 1500 euros that I didn't get credits for, which were also not returned to my account. I never got the money back and they just closed my account. According to the gambling inspectorate, all companies under the same license should block you when you mention gambling abuse. But I was able to play 80,000 euros on sambaslots and 9000 euros on foxygold anyway.

Dear Hejsan92,

I’m very sorry, but it seems that one of my crucial questions hasn’t been answered yet. Please review my first reply and provide the requested information, as all the details are essential for us to proceed with your case and assist you further. Thank you in advance.

• Could you please confirm if you have specifically requested a self-exclusion from SambaSlots Casino? If you have not done so yet, I highly recommend that you consider self-excluding from this casino in order to avoid potential financial difficulties.

Thank you in advance for your reply

Hi, yes I requested a self-exclusion from sambaslots in their live chat. I also mentioned there that I shouldn't have been allowed to play at all as I was previously banned from skyhills. I was also allowed to play at their other casino foxygold which I shouldn't have been allowed to either.

I have also written many times before them in the chat that I have been blocked at their other casinos. But they have not responded.

Furthermore, Simba NV casinos have not been legal in Sweden since June according to the Swedish Gambling Authority. Despite this, they have sent me aggressive marketing and offers via VIP contact on WhatsApp.

Thank you for your reply and for providing the previous details, Hejsan92.

Could you please provide the self-exclusion requests you have sent to the casino?

You may send all relevant documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Hejsan92,

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.

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,
Petra
Casino.Guru