The player from Germany had deposited 423 euros at a casino, which he later discovered listed Germany as a restricted country in its terms and conditions. The casino had confirmed that accounts registered in Germany would be blocked after a withdrawal request, refusing to refund his deposit. The Complaints Team explained that since the player's balance had been played down and no winnings were confiscated, they could not assist with a refund request. Consequently, the complaint was closed as there was no basis for further action.
SambaSlots Casino - Player's account has been closed due to restrictions.
Closed
Our verdict
Unjustified complaint
Amount: €423
SambaSlots Casino
Safety Index:LowCase summary
Discussion
Public
Public
5 months ago
Translation
I deposited 423 euros at the casino and later realized that I shouldn't have registered because the casino listed Germany as a restricted country in its terms and conditions (see screenshot of terms and conditions).
The casino responded to my negative review on Trustpilot.com by saying that this shouldn't have happened.
Furthermore, the casino has confirmed in its response to my negative review that player accounts registered in Germany will be blocked after a withdrawal request and the withdrawal will be canceled because Germany is listed as a restricted country in the casino's terms and conditions.
At the casino, you can register and make deposits from restricted countries, such as Germany, but if you request a withdrawal, the withdrawal will be canceled and the player account will be blocked, as the casino itself admitted in its response to my negative review of the casino.
The casino also refuses to refund the stakes.
I therefore request a refund of the deposit.
Automatic translation:
Public
Public
5 months ago
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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.
- Is your account currently blocked?
- Was the 423€ amount played down, or is it withheld on your player's balance?
- Have you contacted the casino at the email referred to in their public reply? What response have you received?
- Could you please share with me your subsequent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
TranslationHello Tomasz,
Here are the answers to the questions:
Is your account currently blocked?
Yes
Has the amount of €423 been played down or is it being withheld from your player account?
Everything was lost, but if I had won and requested a withdrawal, the casino would have refused my withdrawal and blocked my player account, as the casino itself has verifiably confirmed.
Have you contacted the casino using the email address provided in the public response?
What answer did you receive?
The casino responded to my negative review on Trustpilot via Trustpilot.
I also contacted the casino via its public email address, but received no response. I'm attaching the screenshots.
Edited
Automatic translation:
Public
Public
5 months ago
Thanks for your reply.
Since your balance has been played down, I am afraid we might not assist you with requesting a refund.
We accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. By the same logic, players who risk their funds and lose are not eligible for a refund. Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.
Since you confirmed the balance was played down, we don't have a basis to request a refund on your behalf.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
