Samiland Casino - Player's winnings disappeared with no communication.

i have been gambling for quite a few week on Samiland, and won once 500 and got paid easily.

this time I won 1738 pounds , the following day all the money disappeared from the casino and including the 500 requested for withdrawal.

no email, no explanation.

my account is still open.

i have sent about 5 emails , all ignored .

Dear Dalnav,

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 if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

If you received any explanation from the casino in the meantime, please forward the relevant communication to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Hello,

yes the Kyc was done a while ago.

i managed to get a payment from them in august without problem.

and also I don’t accept bonus to avoid issues.

thanks

Thank you very much, Dalnav, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Dalnav for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Samiland Casino for their help in resolving this complaint. We would like to know what happened to the withdrawal and funds and if we can do anything to help resolve this issue.

Thank you!

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.

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 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,

Peter

Thanks a lot for trying .

i started the play before the casino was rated in here.

but lessons learned