SambaSlots Casino - Player's winnings have been confiscated.

Won 3rd place in Weekend live tournament and instead of paying out they blocked my account and confiscated winnings of 300€

They have no explanation at all why they did this. Their reply was internal decision.

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Dear Jesus1312,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Dear Jesus1312,

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

Dear Jesus1312,

Thank you for providing the previous details via email. As you have answered my earlier questions, I am now able to reopen your request and continue the investigation.

• Could you please share the link or a screenshot of the Weekend Live tournament you joined?
• Could you please provide any additional communication you have had with the casino? This may include screenshots, emails, or chat transcripts. You can either send the documents directly to petra.h@casino.guru or upload the screenshots to the thread.

Thank you again for your cooperation. I look forward to your response.

I have sent you stuff you requested on email

Dear Jesus1312

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SambaSlots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SambaSlots Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Hi,

Kindly be informed that the player has breached our Terms & Conditions. Consequently, we have acted in full accordance with paragraph 11.5. Relevant evidence has been sent to CasinoGuru for review.

Best regards,

SambaSlots Casino Team

Please explain what fraudulent activity or bonus abuse attempt did i did? I played without bonus, real cash, roulette and blackjack.

Dear SambaSlots Casino,

Please resend the email to romana.r@casino.guru, as I have not received any evidence from your side.

Thank you in advance.

Respectfully,

Romi

Hi there,

The relevant evidence has been sent to CasinoGuru for review.

Best regards,

SambaSlots Casino Team

Thank you, SambaSlots Casino, for your email.

Dear user,

Unfortunately, after reviewing the evidence from the casino, we have to reject your complaint now.

We have found out that the terms of the casino were violated on your side, and in such cases, we are unable to help.

Please avoid doing so in the future, as we won't be able to stand on your side.

Respectfully,

Romi