Samiland Casino - Player can't access casino website.

Today 18th September I went to long into Samiland and there website has disappeared I’ve tried it on many devices, even when I email there support it’s coming back as email failed. I have £500 in pending withdrawals which I requested on 14/09 and a further £500 in my account waiting to be withdrawn once the late withdrawal is processed. I’ve tried to get in contact with other casinos in this group to no avail there just say they have no sister sites. I don’t get how a casino can just vanish over night.

Hello Nmcilroy,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Samiland Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the last time you logged into the casino? Did you try to use a different device or web browser in order to access the casino website? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi

they seems to have not changed the address but can now get into it so hopefully keeps working.

hi.

my withdrawal still pending that’s since 14-09

Hello Nmcilroy,

Is it your first ever withdrawal request? Is your casino account already verified? Did you receive any kind of information from the casino regarding the pending withdrawal?

Dear Nmcilroy,

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.

Apologies Nick I didn’t get a notification saying you’d replied last week, the 1st one was I’ve now managed to struggle and get my money, I was also verified. During a withdrawal there site crashed and they brought out a new address, my worry for other people who withdraw is the time frame I waited between 7-10 days for a withdrawal to get threw and at any point I could have reversed it but I was determined to get my won money out. I doubt I’ll ever play there again as I didn’t have any problems playing there it’s the time to get you money out which is a joke

Hi

new development last night I got a email which I’ll attach cos my withdrawal took so long it was £20 which I was told was a 1x wager it wasn’t it was 10x wager, min bet 50p max bet £5 I wagers it all to 101% ended up with £34.05 which was realised into my account I proceeded to play roulette spins between £18-£50 I got it up to £200 which I requested to withdraw, went into my account today to see they’d cancelled it said take to system I broke no rules the money was mine. Minimus withdrawal is £100

tonight’s reply. I had £34.05 after I passed wagering

Hello Nmcilroy,

Is there any way to provide your betting history so it is clearly visible that the wagering has been finished and only after that you did bet over the maximum allowed limit. If yes, please forward it to nikolas.b@casino.guru.

Hi nick

sadly I can’t as my account is closed all I got constantly off them is

 breaching our Terms & Conditions, and more specifically based on the following Term:

9.11 Company reserves the right to withhold any withdrawal request, which includes to remove all bonuses or winnings in the case of Irregular Play in case of the followings:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. Including purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

they’ve stole it with there dodgy unfair rules

Hello Nmcilroy,

As long as you finished the wagering, the bonus conditions should not apply anymore. If you did not breach the max bet rule while the wagering was ongoing, the casino should not have confiscate your balance.

Your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nmcilroy,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Samiland Casino to join the conversation and participate in the resolution of this complaint.

Dear Samiland Casino,

Can you please provide a further explanation of the reason for confiscating the player's winnings?

Kind regards,

Adam

Knowing them they’ll ignore us. No terms of bonus were breached just seems some dodgy rules there trying to make up

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 Nmcilroy,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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

Best regards,

Adam