The player from Spain had found his account blocked the day after making a €200 deposit, which appeared to be associated with fake customer codes for clothing purchases rather than gambling. He had suspected that the block was related to the casino's illegal operations in Spain. The Complaints Team had attempted to contact the casino for clarification on the account closure and the player's remaining balance but received no response despite multiple outreach efforts. Ultimately, the complaint had been marked as "unresolved" due to the lack of cooperation from the casino. The casino subsequently sought to reopen the case, presenting evidence that indicated there was almost no outstanding balance at the time of account closure. Upon thorough examination of the submitted information and evidence, the Complaints Team determined that there was no indication of misconduct by the casino, resulting in the complaint being dismissed. Given that there are no financial responsibilities owed to the player, the casino is entirely justified in exercising its discretion to close any player account.
SambaSlots Casino - Player’s account has been closed unexpectedly.
Amount: ??
SambaSlots Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I register at the casino and make a deposit of €200 (when I check my statement I realize they use fake customer codes for clothing purchases, not gambling).
The next day, when I tried to log in to play, I was told it had been blocked by an internal decision. (Attached screenshot)
Perhaps it's because they operate illegally in Spain, without a license, using false client codes to evade controls and taxes.
Hello Curritokira,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SambaSlots Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if you are self-excluded in any casino related to SambaSlots?
- Did the casino mention anything about the refund of your money?
- Do you still have any real money balance on your casino account?
Looking forward to your answer.
Regards,
Nick
Hello Nick.
I am not self-excluded.
They don't respond to my emails and I'm not sure how much balance I had.
If you need any more evidence, let me know.
Kind regards
Hello Curritokira,
Please forward all the communication between you and the casino (even if they did not respond) related to this case to nikolas.b@casino.guru.
Awaiting your response.
Regards,
Nick
Thank you Curritokira for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Curritokira,
I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.
We would like to invite SambaSlots Casino to join the conversation.
Dear SambaSlots Casino,
I would appreciate your explanation of why the player's account was closed without providing them with any valid reasons. While I understand that casinos have the right to close player accounts at their discretion; however, it is essential that all financial obligations (if there are any) are settled beforehand. If this decision was made due to any rule violations, I kindly ask you to share any evidence of such breaches at michal.k@casino.guru
Also, I would like your confirmation if there were any funds left in the player's balance prior to closing their account.
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.
It's unfortunate, Mochal. However, thank you for your help. We tried.
Dear Curritokira,
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 its side. Although SambaSlots Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the request of SambaSlots Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We have received the following message from the casino:
Hi there,
The account was closed following an internal review, and there is no remaining balance. The player was informed accordingly.
Best regards,
Samba Slots Complaints Team
Dear Curritokira,
Is this explanation sufficient for you?
I don't think this is enough, since it's a casino operating illegally in Spain, using fake merchant codes to evade controls, violating the terms and conditions of its Curaçao license and Visa and MasterCard.
Despite this, they close the account without explanation.
And he only gave that ridiculous explanation when he was given the negative points.
Yes, I did have some balance left.
Thank you for listening to me.
Kind regards
Dear Curritokira,
I have received additional information from the casino team:
The player made 4 deposits totaling €200 across 2 days (09/03 and 10/03), and the funds were fully played through during gameplay. At the time of account closure on 11/03, there was no remaining balance.
I have asked the casino team to provide me with evidence supporting this claim, but so far, all the information suggests that your account balance was indeed zero prior to its closure. The casino is entirely within its rights to close any player account at their administration's discretion when there are no remaining funds and no outstanding financial obligations.
Everything is false.
And I regret playing at a casino that uses fake trade codes to operate illegally in Spain.
Dear Curritokira,
While you certainly can have your own opinion, as I have mentioned, all the information I have received so far suggests that your account balance was indeed zero prior to its closure.
Regarding your concerns about the license, I regret to inform you that it does not pertain to this situation. Samba Slots Casino provides their licensing details clearly in the footer of their website and within their terms and conditions, allowing you to verify it yourself anytime.
On the contrary, it is the player's responsibility to review any casino's terms and conditions to ensure that the casino fulfils their expectations. At the end of the day, by creating an account, you are consenting to the casino's T&Cs. Since you are voluntarily establishing your account, it should be in your best interest to fully understand the agreement you are entering into. I regret that I cannot provide more favourable information at this time. I hope to receive the requested evidence from the casino soon and close this case accordingly.
Dear Curritokira,
I have received the information and evidence I requested from the casino team. The evidence confirms that your last bet was placed on March 10th. After that date, your balance, while not completely depleted, was only €0.12, which is effectively very close to zero. This amount would allow for perhaps a single bet on some slots, but not much else. Many casinos consider any balance under €0.20 or even €0.50 as 'no balance' since there are very limited options, quite often no options available with such a small amount. Since March 10th, there has been no further activity on your account, and there were no outstanding financial obligations to you. Therefore, the casino administration has made the decision to close your account, which is in accordance with their terms and conditions.
I understand this may not be the answer you were hoping for, but unfortunately, we have found no evidence of any wrongdoing on the casino's part, and there are no additional actions that can or should be taken at this time.
This being said, I will now proceed to close your complaint as rejected.
I am sorry we could not be of more help on this occasion. Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.
Best regards,
Michal
Casino Guru
