HomeComplaintsSpin Samba Casino - Player’s active balance has disappeared.

Spin Samba Casino - Player’s active balance has disappeared.

Amount: €22,000

Spin Samba Casino
Safety Index:Below average
Submitted: 26 Apr 2021 | Case closed : 17 May 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Spain had their funds vanished from the account. After a closer examination, we ended up rejecting this complaint as unjustified.

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3 years ago
Translation

I made deposits at the casino after losing I deposited them on 4/24/2021 I won 17260 euros they only let me withdraw 2000 euros I made 3 withdrawals of 700,700 and 600 being a VIP client, 3 days passed and I contacted them via chat they told me that Only 57 hours had passed, the next day I verified my account and the 2000 euros had already disappeared, and not only that without the 15260 as well, today I have spoken with them and they say that I have played them, they sent me an email on Saturday to propose a insurance of 75% of the deposit and a refund of 500 euros, today April 26 they make me a bonus of 560 having to play 50 times 28,000 euros


Edited by a Casino Guru admin
Automatic translation:
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3 years ago

Additional comments from the player:


"I have tried to talk to them and they refer me to the manager who is on vacation they take your money and the plays never appear on their page, so just by saying that you have played it you cannot refute it, they keep the income money and the earnings"

Edited by a Casino Guru admin
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3 years ago

Dear Joaquina007,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

 

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3 years ago
Translation

An email has been sent to me but I cannot send it

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3 years ago
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I already have the document

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3 years ago
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As I attach the document

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3 years ago

I'm very sorry but I haven't received any emails from you. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru

Waiting for approval
Waiting for approval
3 years ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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3 years ago

Thank you very much, Joaquina007, for your game log. I have carefully checked the entire file and haven’t found a balance of €17,260. However, I have located €15,260 on the 22nd of April.


file

 

During the course of the game, even this balance has been played and eventually lost later that day.


file

 

Could you please forward any supporting evidence showing your requested withdrawal of €2,000 or an active balance of €17,260? Looking forward to hearing from you.

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3 years ago
Translation

I send you the retio

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3 years ago
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To attach

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Dear Joaquina007,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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3 years ago

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. 

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