Spin Samurai Casino - Player’s struggling to withdraw her winnings.

I've been trying to get my withdrawal for 15 days. They claim that I can only request the withdrawal from the account used for deposit. This bank account of mine has been verified and approved, but they don't approve it for withdrawal. I followed all the recommendations given by email and live chat. I fill in all the bank details correctly. I can't solve this issue. I am very upset as the casino is very good but it has this problem without offering me a solution. Why did they accept the deposit (it was on a credit card) and not accept the withdrawal?

Dear anamattar1967,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

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

Hello!! My account has been fully verified yes. I even took a while to send the bank details. (bank card) for fear of something going wrong. But as I had already made the deposit and they disabled my account, preventing me from playing, until I sent the documents, I didn't think it was fair not to do it. I sent all the requested documentation and then they enabled my account for me to play. I have a print of the chat attendant confirming that my data has been verified.

Thank you for your help 🙏

Thank you very much, anamattar1967, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello anamattar1967,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representatives of Spin Samurai Casino to join the discussion in order to help us resolve the issue.

Spin Samurai Casino,

Could you advise what is necessary to do for anamattar1967 to be able to withdraw?

Hello everyone!

Julia from Spin Samurai here 🙂

Greetings to you, anamattar1967!

To start with, our apologies for the inconvenience you have faced!

As far as we have checked, the situation is about having multiple payment accounts.

Per our investigation, we can see you were already informed and advised to provide one of them to go on and withdraw with. We can confirm that your reply has been received and the process of removing other accounts has been ongoing.

As I was just updated - the issue has been resolved and we wait for anamattar1967 to come back and request the withdrawal again 🙂

Wishing you great gameplay!

Sincerely, Spin Samurai

Hello!! I have already requested the cancellation of the 2 other accounts and made the new withdrawal as requested by the attendant.

I made the withdrawal early and they canceled. I just redone. They ask for an account and it is obvious that it is the one I added in the withdrawal. I have already requested the cancellation of the other 2 accounts 3 times. Waiting 20 days for payment. I request the withdrawal from the bank account that has been verified. Isn't that what they demand? Well then. A new withdrawal request has been made.

Spin Samurai. I hope everything is great with you. I was already believing that now I would receive. A withdrawal was offered by Pay4fun. I sent the requested document from a verified Pay4fun account. The document has been approved by Spin Casino. However, it happens that they removed this method of receiving from my game account so that I can request it. I say that every hour is a surprise. They stated that my current account withdrawal had been approved and that it was successful. Can you please tell me where you want to pay me? Or where will they pay me? Or WHEN will they pay me?

I have a disabled daughter, who is without medication and with her I learned not to give up my rights. Thank you if you can answer.

Hello all,

Thanks for the reply and explanation to the Spin Samurai Casino team. Thanks, anamattar1967 for the updates on the situation.

Spin Samurai team,

Please let us know if there are any obstacles to paying anamattar1967 on his chosen payment method and explain how you'll be handling the withdrawal request. Much appreciated!

Hello everyone!

Dear anamattar1967,

Thank you for taking the time to respond.

I can only imagine how aggravating it must be to wait this long for your withdrawal to be processed.

I have checked and I can confirm that as soon as you contacted us about your troubles withdrawing your winnings, we quickly escalated your complaint to our Payments Department.

When a matter has been escalated, feedback takes up to 72 hours, which is why you have received the same response from the Customer Support Team.

Furthermore, I can confirm that your R$ 1900 withdrawal was successfully processed and will be sent to the account you chose, Directa24.

Again, I sincerely apologize for the inconvenience, and I hope you will give us another chance.

If you have any other concerns, please let us know.

Sincerely, Spin Samurai

Very grateful for the help of the team involved. Many thanks to Sim Samurai Casino for the payment. I received my payment and despite the obstacles I remain very confident in the reliability of the Casino. Congratulations and note 1000 for the service and resolution of the problem.

Can you please close this claim as the payment has been made. Grateful to the team that helped me and to Spin Samurai Casino for the resolution. I apologize if at any time I expressed myself wrongly and I thank you for the respect that I have always been treated. Very happy with the finalization.

Hello anamattar1967,

I am glad to hear your winnings were received. We will close the complaint in our system as 'resolved'. Thanks for your cooperation and 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.