SambaSlots Casino - Pelaajan voitot on takavarikoitu.

I deposited 200€ with 200% bonus and i won 951,5€ (your filing format doesnt let to write real amount). Then after two attempts to withdraw the money, sambaslots emailed me that they voided my funds for breaching terms and conditions (email, sambaslot transactions and deposit recipt attached).

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• What types of games did you play while your bonus was active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello

Thank you for response

I cant access the link for the bonus but i have attached a screenshot of it to this reply.

There is no chance that nobody has played from the same IP before and i havent used any VPN etc software ever.

Game that i played was "Ignite the night" only.

Thank you veronica for your efforts to solve this problem! 🙂 joy of work

Could you please send me the screenshot one more time? There was no attachment included in your previous comment.

Also, could you please let me know if any other casinos closed your account for the same reason around the same time as SambaSlots?

Dear vonnuutinen,

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.

Yee hi. ohoppss I missed connecting I'll connect again. At the same time LuckyDreams also closed my account before sambalaslott! But they closed it for no reason, they say there is some maintenance problem that they will be in touch when my account is back in use....

Co-founder K.-EVN

Yee moikka. ohoppss olikin jäänyt liittämättä liitän uusikis. Samaan aikaan LuckyDreams sulki myös tilini ennen samblaslottia! Mutta he sulkivat ilman syytä kuulemma on jokin huolto-ongelma jonka takia he ovat yhteydessä kun tilini saadaan takaisin käyttöön....

Yt. K.-E. V. N.

Dear vonnuutinen

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, Michal (michal.k@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,

Veronika

Hello vonnuutinen,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite SambaSlots Casino to join the conversation.

Dear SambaSlots Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

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.

Dear vonnuutinen,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. Since Samba Slots Casino seems to operate under their license in your country.

Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru