The player from Brazil had requested and was notified of a successful withdrawal. However, despite a fully verified account, the funds hadn't been deposited into her bank account but her withdrawal status had changed to 'cancelled'. Despite repeated enquiries, the casino's support had been unresponsive. We had reached out to Samba Bet Casino to help resolve the complaint. The casino had claimed that the initially cancelled withdrawal had been paid. However, without confirmation from the player, we had to reject the complaint.
Samba Bet Casino - Player's withdrawal cancelled without a clear reason.
Amount: 3,086 R$
Samba Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I submitted a withdrawal request on 05/03, where I was informed that the withdrawal had been successfully carried out. I contacted them when the amount hadn't been deposited in my account, and a support staff member told me to get in touch with my bank. I asked her for a proof of the transfer, and she said she didn't have access to it but told me to wait for 2 hours.
I reached out again, where another representative told me to get back to them after 24 hours as they were awaiting a response from their department.
When I contacted them again, the status of my payment had already been changed to 'cancelled'. My account is fully verified, but until now the money hasn't been deposited either into my platform account or my bank account. I spoke with the department once more, and they said they were waiting a response from their finance team. It's already been more than 24 hours and they haven't provided a proper response.
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2 months ago
Hello alanesoares32,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Samba Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
I spoke today on March 7th, and the answer is the same as there is no return from the financial sector.
I didn't use bonuses. My account was verified on the same day 05/03
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2 months ago
Thank you alanesoares32 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hello there,
Thank you alanesoares32 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Samba Bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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2 months ago
Translation
Hello alanesoares32
Thank you for sharing your experience with us. We apologize for any inconvenience and want to assure you that we are committed to resolving all of your concerns to ensure your satisfaction.
We verified in our system that your initially canceled withdrawal request has already been duly paid on 03/08/2024.
If you have any other questions to discuss, or any queries, we are available for direct contact via our Customer Service line available on the website, or via email suporte@sambabet.com . We want to ensure your concerns are addressed efficiently.
Your satisfaction is our priority. We are dedicated to continually improving our services, and your experience is crucial to this process. Thank you for sharing your concerns and we hope this helps.
Yours sincerely,
SambaBet support team.
Automatic translation:
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