The player from Portugal was experiencing difficulties withdrawing his winnings due to ongoing verification. After resending some documents, the casino verified the player's account and they were able to make their withdrawal without further issue.
Spin Samurai Casino - Player’s struggling to complete the account verification.
Amount: €1,700
Spin Samurai Casino
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7.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I can't do the survey.
Since 02/23/2022 I have a photo of the bank card missing to be validated.
This document, which I sent 3 times to be confirmed.
Until today 26/02/2022 I have no contact with the casino in question.
Right now I can't access the samurai spin page.
Thank you for your attention
Orlando S******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear ORLSAL243,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Good afternoon,
Thank you very much for your attention to my complaint.
At this point, all I needed to do was confirm the front of my bank card, which I use to deposit and withdraw from my account.
I sent the same 3 times always as they asked me and as I attached it to my complaint to you.
I've been waiting for a response from them since 02/23/2022?!
On Friday I was on their app playing.
Right now I can't log into the app, let alone access my account!
They sent me an email so that I could join the Friday bonus on Friday. I tried to log in, but I can't?!!
I like their application!
Now!
I can't be playing without knowing if I'll be able to make a withdrawal?!
graciously
Orlando S******
Edited by a Casino Guru admin
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2 years ago
Dear ORLSAL243,
Please allow some time to casino to check thoroughly your personal documents needed for the KYC and if there's no development by Thursday this week, we will intervene. Thank you very much in advance for your cooperation and patience.
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2 years ago
Translation
Good afternoon,
Alright and I can wait-
Right now I'm finding it strange, not being able to access the game platform to check my account?!
graciously
Orlando S******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello ORLSAL243,
Have there been any developments since our last conversation?
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2 years ago
Translation
good night,
I could say that yes, there has been some progress...
Yesterday I managed to play in the application and I had a response to my email sent to them, which was this:
for me
Hi Orlando,
Sorry for late reply.
Your account details have been forwarded, as well as your given chat information to the KYC / Payments department.
They will check up on your account and will update us once they will be available.
As for now, we have received your docs.
Thank you for your patience!
But today I can't get in again.
Thank you for your attention.
Orlando S******
Edited by a Casino Guru admin
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2 years ago
Thank you very much, ORLSAL243, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Good morning,
Thank you for your attention.
I just wanted to let you know that so far everything is the same.
I can't enter the game application and I haven't had any resolution of my situation.
graciously
Orlando s******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello ORLSAL243,
I have reviewed your case and it may be that your account has been blocked until your documents have been verified. However, I will contact the casino to see if I can find out more information.
We would like to invite Spin Samurai Casino to join the conversation and to aid in the resolution of this complaint.
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2 years ago
Translation
Good morning,
Would it be nice if someone from the samurai spin said something!?
I don't know if my account is blocked. Last week I managed to play one night, so much so that my balance is already 1800 euros.
The next day I couldn't get in!?
I asked someone else to try to enter another pc, but the answer is always the same, he couldn't enter.
graciously
Orlando S******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello everyone!
Juliette from SpinSamurai here.
Dear ORLSAL 243,
Thank you for taking the time to communicate with us and for sharing that the service you received did not meet your expectations.
We can guarantee you that we have rectified the underlying problem and that we have every desire to address your needs.
Having said that, I want to inform you that all documents you sent previously have been received and verified, however, we have yet to receive the back copy of the payment method used on your gaming account.
This information has been communicated to you by our Customer Support team via email.
As you previously shared that you are unable to log in to your account, we have rectified the underlying problem and you should be up and running now.
Please accept our sincerest apologies for any inconvenience this may have caused you. We would also like to thank you for your feedback, in order for us to continue improving our services and prevent situations like this from happening in the future.
Wishing you great gameplay and a wonderful week!
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2 years ago
Translation
Good evening Juliet,
Thank you in advance for your attention.
I would really like to resolve this situation.
As I said, I like your application and I would like to continue playing in it.
I still can't get into the game application!!
The requested document has already been sent twice.
From the first, it was not signed on the back of it.
I signed the document and sent it again.
He gave it as accepted, I don't see the request again.
graciously
Orlando S******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello Orlando,
Thanks again for your feedback!
We are glad that you were able to access your account and were able to play Happy Fish and 15 Dragon Pearls. Playing these games might give more chance to increase your winnings.
Unfortunately, we still did not receive the back copy of the payment method used on your gaming account.
Would you please be able to send it to our customer support? So we can verify your account as soon as possible 🙂
Thank you in advance!
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2 years ago
Translation
Goodnight,
Thank you in advance for your attention to my case.
I have now sent it to customer support and uploaded the document to my account for the 3rd time
I hope all is well now.
At this point I deduce that the front part of the same card has already been approved by you and don't ask me again?!
I've never taken this long to approve documentation. At most I waited 48 hours and all were approved the first time.
As I said, I like your application. but as long as I can't make withdrawals I won't make deposits.
graciously
Orlando
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2 years ago
Hello Orlando,
We received the documents you provided and the customer support team has informed me that they've sent you an email with further instructions.
Please let me know if you have any questions and I'll be happy to assist.
I wish you a great weekend and exciting gameplay 🙂
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2 years ago
Hello Orlando,
Could you please provide us with an update on the situation with your verification? Have you successfully verified your account?
Kind regards,
Adam
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2 years ago
Translation
Good afternoon Adam,
I still haven't succeeded in verifying the account!
There is a document to be verified since 03/11/2022
I've never waited this long to verify an account or accept documentation.
I've always had a wait time of no more than 48 hours. Here it goes in a month.
Thanks for listening
Automatic translation:
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2 years ago
Dear Orlando,
The payment method proof has been accepted by our Document's team,
so now you're able to request the withdrawal.
Please let me know if I can assist further 🙂
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2 years ago
Thank you Spin Samurai Casino for your response.
Dear Orlando,
Please let us know if you have now been able to request the withdrawal.
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2 years ago
Translation
Goodnight,
I apologize for just now replying.
Yes, it's all settled with the samurai spin.
I managed to withdraw my funds.
Thank you for your attention.
graciously
Orlando
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2 years ago
Hello Orlando,
That's good news, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
