Spin Samurai Casino - Player requests a full deposit refund.

Hey, I want my deposit of 3500 euros back from this casino. Their games are really unfair. I played for many hours and kept getting notifications saying that I bet too high. I tried to read on their site why they do this. I couldn't find this information anywhere. What could be the reason for that? Because customers can't win big winnings? I had no bonus. So I could have gotten big winnings myself, but they deny it. So do they have some conditions that I don't know about? I don't think this is fair from the casino. I want my money back because the game just wasn't fair in any way. I wouldn't even have been able to win if they placed their own max bets in the middle of the game.

Dear Naomii,

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 clarify if your winnings were voided due to a maximum bet breach or if you played your deposited funds? Was this your first game session or you have played before?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

They wouldn't let me play big bets. So they didn't take my winnings. But I don't know if I could have won if I had been allowed to play with the bet I wanted. I have played at this casino before, but I only noticed this problem now. I played my money at this casino unfortunately. I should have stopped right away. The game wasn't fair. I didn't know I was doing something wrong. Does this Casino have a betting strategy that cannot be used? I couldn't find anything like that on their site. If this casino is fair, they will refund my deposit. I noticed that here on casinoguru's website there is also a mention that their rules have unfair contract terms. Are they related to this? Unfortunately, I didn't have time to take a screenshot of these notifications, so it's hard for me to prove this.

I also asked this casino to close my account. (I have a gambling problem) I didn't tell them that reason. Still, I was able to re-open my account right away. I don't know if it is the behavior of a responsible casino. If the account is requested to be closed, it should not be reopened. After that I lost that money in an unfair game. This casino is so bad.

Dear Naomii,

I'm afraid that if you lost your money already there's not much that we can d for you. I would advise you to stop playing immediately if you suspect that the games don't work properly in the future. However, if you requested the self-exclusion and it wasn't honored we still can help you. Please forward any relevant communication to petronela.k@casino.guru. Thank you in advance for your reply.

Hey, Thanks for the answer. I sent the information to you. So the situation was that I wanted to exclude myself from this casino due to gambling addiction. I sent them an email asking them to close my account as soon as possible. (as shown in the email they temporarily closed my account) Unfortunately I had a pending withdrawal request. I tried to find information on their website, can I get my withdrawal if my account is closed. I couldn't find this information anywhere. I panicked. So I wanted my winnings out and told them I accidentally sent the email to the wrong address. I find it strange that there is no mention anywhere that you can get the funds in the account even if the account is closed. They knew I had a pending request. So it couldn't be that I was unhappy with the games. I just wanted a break from playing because I knew my problem.Unfortunately, I didn't dare to tell about my gambling addiction because I was afraid that I would lose my winnings from this casino.I understood from their terms that the account remains closed for a minimum of one week. 

I have been banned from all n1 interactive ltd casinos due to gambling addiction. One of the ltd casinos is casiqo and wildfortune, which are subsidiaries of spin samurai. Still, I have free access to casiqo and wildfortune casinos. I do not understand why. They don't respect my problem even though they know about it. It's not responsible. So I demanded 3500 euros back, which I lost after I requested the closure of my game Account. Because spin samurai is a subsidiary of casiqo and wildfortune. They should have been aware of my addiction.I also sent you proof that I am locked out of the casinos under the n1 interactive license. This is confirmed by bob casino. 

Thank you, Naomii, for the forwarded communication.

To sum up, these are the events that preceded this complaint:

• 9.12. You sent a message to casino: "Please close my account immediately."
• 10.12. you replied to the casino inquiry about why you wish to close your account that you made a mistake by sending a closure request to the wrong email address and your account was reopened.

Not once gambling problem was mentioned.

Please understand that this is not a sufficient reason for your deposit refund. If you have never requested the self-exclusion due to a gambling problem from this specific casino, we are powerless in helping you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi, thanks for the reply. Yes, I admit that I didn't mention the game problem. But I have that sublicense lock, doesn't that mean anything? Does the player have no protection? however, I have requested this ban for a reason (game problem) so that the playing could stop/decrease. I have had it since April 5, 2018. However, that sub-license lock works for other casinos, but not for this owner's casinos. wildfortune, casiqo and sister casino spin samurai. I think that's wrong. I will also attach a certificate, that the lock has really been in operation for a long time. The question is, why isn't that a reason to get a refund? I didn't set these barriers for fun. But because I have a severe gaming addiction.

If this is not the reason? so what is it?? serious gambling addiction is not nice. This Casino has previously had an mga license, so they must have known that I have a lock on this license. What else could I do myself other than set bans so I don't play? Now it just doesn't happen and you think it's right. THIS SELF EXCLUSION APPLIES TO ALL CASINOS LICENSED BY N1 INTERACTIVE LTD. Casinos are free to accept gambling addicts as customers and lose money? Although there is a block.

Thank you, Naomii, for your clarification.

This casino is currently operated under Curaçao license and has no "sister" casinos.

Once again, please understand that if you wish to self-exclude from any casino, you need to state clearly the reason why and specify the time period too. Unfortunately, this hasn't been done with Spin Samurai Casino.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi, bob Casino also has a partner with a Curacao license and I'm banned from their casino as well. In this case too, casiqo and spin samurai casinos have the same owner. And as far as I can tell, spin samurai has had mga's license before. I don't know what to say if there really has been nothing wrong with Casino. I then surrender, even though it's unfair to the player. I haven't asked for these blocks for nothing. I understand that a sister casino means that the casinos have the same owner as in this case. Even if the license is not the same?

Dear Naomii,

Bob Casino has a completely different license. On the other hand, Spin Samurai Casino has a Curaçao license issued for this specific gambling establishment only.

Please understand if you haven't requested the self-exclusion from this casino directly and changed your mind about closing the account when asked by Customer Support, there's really not much we can do for you. My only advice for future references would be, to be clear and specific about the reason why you wish to block your account and specify the time period.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.