Spin Samba Casino - Player’s dissatisfied with the bonus system.

In qst casino ho depositato più di 30000€ ogni volta che mi promettevano un bonis a inventavano scuse e altro! Vi consiglio vivamente di nn depositare neppure un euro in qst sito di merda! In più il kief vi kiamera infinite volte e vi prometterà binus e cazzate varie! Nn gli crediate! Sono dei bastardi

Dear Fufina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I would like to emphasize, that each casino has a different bonus policy and reward system. A bonus is something like a gift from the casino and the casino has the right to decide which bonuses they want to offer and how often. Please understand, we cannot force casinos to give more bonuses to players, nor we can punish casinos for not offering enough bonuses.

Also, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but you need to restrain from using abusive language when communicating with us.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint, otherwise, I will be forced to reject it. Thank you for understanding.

Best regards,

Kristina

Come faccio a contattarti ti lascio il mio numero fallo tu contattami 339*** io sono italiana

Fufina, we do not offer phone support. If you need to tell us something, please, reply to this post. Thank you for understanding.

Hello Kristina,

We hope this finds you well. Thank you for taking the time to review the above complaint.

We are truly sorry to hear that our player is dissatisfied with the bonuses granted as, after a thorough account analysis, it is clear that the player has benefited from very generous amounts so far.

To provide a thorough breakdown of this complaint, kindly be informed of the below factors:

1. This is a VIP player with her own dedicated account manager. The player had reduced her activity recently due to the fact that she was not so keen on wagering. To support the player and provide her with an excellent gaming experience, our VIP account manager has provided her with an exclusive personalized bonus code that includes less or no wagering. This is a very exclusive offer that is not commonly granted. The player seemed very happy with this offer. This happened on the 15th of Feb, shortly before this complaint was raised.
2. In the month of February, the player has received in bonus money more than double she deposited alone, EUR 447. Since the player opened her account over two years ago, she has received over EUR 34,000.
3. Many promotions have a minimum deposit requirement - this has been clarified on numerous occasions, however, this is not recognized by the player at all times.
4. Albeit the above point explains the minimum deposit requirement, the player's dedicated VIP Account Manager has gone the extra mile and has made exceptions to the rule upon numerous occasions. He has also ensured to clarify that some bonus codes cannot be credited by a CS agent due to their exclusive nature. They can however automatically be redeemed by the player.

Fufina is a very valued player and this can clearly be seen by the above exceptions that our VIP Account Manager has made for her. We strive to ensure that our players enjoy our platform and feel genuinely cared for.

Once again, we truly apologize if the player feels anything but the best intentions from us but we can confirm that she has been compensated with high volumes of bonuses and had many exceptions made.

Still, we would like her to be happy and decided that we will overlook this complaint and grant her a bonus of goodwill by adding an additional EUR 50.00 in bonus money. Additionally, the account manager will be contacting her tomorrow the 22nd of February to ensure that she is happy with the platform.

Once again, we thank you for your time.

All the best,

The SpinSamba Team

Assolutamente bigia che ho ricevuto più di 34000€ in pagamenti bugia assoluta e i bonus hanno sempre requisiti impossibili da raggiungere

Siete anche molto

buguardi qst 50€ che mi avete dato aveva requisiti di 1250€!!!! Ci rendiamo conto????

Non giocare su questo sito giuro ke mettere ogni mio singolo deposito e ogni mio singolo prelievo! In più una volta nn mi hanno pagato 1950!!! Le hanno lasciate in sospeso ed io nn le ho mai ricevute! Sono dei falsi e mentono continuamente

Dicono solo bugie e gli operatori sono molto scortesi mi hanno assicurato bonis che nn mi sono mai stati erogati lrorio come qst ultimo che loro

citabi in risposta

Hello everyone,

Thank you very much The SpinSamba Team for taking your time to shed some light on this situation.

Fufina, please understand that almost all bonuses come with a set of rules. The vast majority of bonuses come with wagering requirements, and there is nothing we can do about it. As I said, you have to see bonuses as a gift from the casino, therefore casinos are free to decide which rules must be followed. If you don't want to follow them, you can always exclude yourself from receiving bonuses.

On the other hand, casinos are also free to exclude players from bonuses whenever, as long as it doesn't influence any active bonuses, or winnings that have already been accumulated by playing with bonuses.

Moreover, could you please provide more information regarding the withdrawal that hasn't been processed?

Va bene vi ringrazio lo stesso… alla fine preferisco continuare a restare nel vostro casino ❤️❤️❤️❤️

Hello to both parties,

Thank you for the above replies.

Just to specify, please note that the below statement mentioned in the original response was strictly referring to bonus money.

''In the month of February, the player has received in bonus money more than double she deposited alone, EUR 447. Since the player opened her account over two years ago, she has received over EUR 34,000.''

The player's VIP Account Manager is currently looking into her claim regarding the EUR 1,950. We will be getting in touch via email.

We appreciate if the player can remain calm and respectful both on this forum and in chat with our agents as we are only here to assist her.

Thank you very much

The SpinSamba Team

Hello everyone,

Thank you very much for your replies.

Fufina, please let us know when you receive any information regarding your missing €1,950.

E’ un sito poco attendibile sono falsi e dicono bugie anke nella

riapodte ke fanno qui sopra kiunque fosse interessanti mi contatti in privato così dirò di persona la mia

esperienza. I ragazzi in chat sono antipaticissimi è nn ho mai ricevuto le mie 1950 vinte!

Fufina, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru? If you have any supporting evidence that you won and never received this amount, please, forward it as well. Thank you in advance.

Sono stata contatta dal kief … mi hanno inviato un e mail dove sostenevano che dopo L invio di miei documenti personali mi avrebbero accreditato 200€ senza requisiti di gioco! Mi hanno accreditato 200€ con 5000€ di scommesse ma ci rendiamo conto???vi invio responso

e v invierò anke la vincita da me fatta ma ke nn mi e’ stata pagata

Io nn mi lamento della mancanza de bonis Cristina!!!! Mi hanno assegnato un bonis cn requisiti di 5000€!!! Qnd in realtà mi e’ stato assicurato un bonis senza requisiti ma ke bugie sono queste!!!

Tra L altro ho depositato più di 50000 in qst casino e sono ancora cliente vip élite!!

vi dirò di piu… avevo delLe promozioni attive sulla mia pagina che scadevano oggi…. Sapete cosa hanno fatto???? Mi hanno bannato la pagina delle promozioni e per puro caso nn si apre!!!! Che stronzi!!!! Mi hanno

dolo fregata 50000&!!!!

I am getting lost here. I have already explained to you earlier, that casinos are free to set the rules for bonuses and they can exclude players from bonuses whenever, and we cannot help with this.

So, let's focus on your missing withdrawal. I still haven't received any further information regarding this issue, I only know the amount and that's it. I asked you to forward me the communication between you and the casino, which also hasn't been provided. Please understand we won't be able to help you if you don't cooperate and we cannot support you further just based on your claims.

Lastly, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language. Thank you for understanding.

Dear Fufina,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player has stopped responding to our messages. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.