Spin Samurai Casino - Player's withdrawal is delayed due to document issues.

Look..

I want to make my complaint because I won a good amount of money in this casino totaling 5 thousand but it seems that they don't want to pay me because I already sent all the documents and my account is fully verified and still they refuse my withdrawal...

I tried to withdraw the whole week and they tell me to wait 24h and when it hits 24h they refuse my withdrawal claiming that I passed wrong data wrong cpf and stuff... they can only be kidding me because I use the same data in other houses and pay normally.

I'm still believing that they are not in bad faith because I saw that they have a good reputation.

I hope they are honest because the agent loses so much money in these machines and when a miracle happens to win and it still makes it difficult to withdraw ..

Another thing.... they say 24h support but that's not true because whenever I go to complain it's just leaving a message and they take forever to answer...

But .... I hope it solves my situation because I like to play casino but I also like to receive when I win,

Dear Franciscok99,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Hi... My details were sent and I already received an email, saying that my account is fully verified.

I have already sent proof of identity of residence and also of deposit, everything correct and I even received an email confirming it.

The problem is at the time of the withdrawal it takes 24 hours which is understandable but after that time the withdrawal returns home and I receive an email claiming that my data is not correct... I made withdrawals through the electronic wallet and they were not paid either..

Look, my data is correct and I use this account to make withdrawals on betfair at b365 and they never refused my withdrawals, I just moved house and went to spin samurai because I wanted something different, I saw that there are the same machines and others even better .... Another thing, Spin Samurai has my withdrawal data because I sent a deposit slip which is the same one I use to withdraw.. so how can they not pay me?

I understand that there are security guards at the time of withdrawal and this is even understandable but... honestly I still haven't regretted coming to spin samurai, I will continue playing but I need to be paid when I win because we lose a lot playing ...

So much stress for not paying me that I ended up losing part of the 5000 playing and now there's only 4000 but I did the withdrawal again I hope you pay me this time...

I'm not going to hold grudges, I'm still trusting Spin Samurai and I'm not going to abandon it. I'm playing loyally.

You can be sure that in the long run you will earn much more because I have been a player for a long time and I know very well that agents lose more than they win at the houses

I deposited a total of 150 and won 5000 , I don't use any bonuses because I don't like that I always deposit and play with real money as I don't like to be tied to any house.

Maybe that's the reason... Spin samurai saw that I won a good amount and it makes it difficult to withdraw... maybe they don't like that agent wins right...

I hope I'm wrong.

Well, if that's the case, I don't even want to think about it.

Hi .. unfortunately again they refuse my withdrawal.

Very dissatisfied with this house

Hello Franciscok99,

Thanks for your detailed feedback.

We are sorry to hear that you are having a hard time getting your winnings.

Unfortunately, a technical issue with the Directa24 payment method affected the processing process of your subsequent withdrawal.

However, upon checking, I can confirm that your cashout was successfully approved from our side and should arrive soon. We also recommend you use the Pay4Fun payment method for instant withdrawals.

If you still have other questions or concerns, please reach out to us via live chat.

We are available 24/7.

Sincerely, Spin Samurai Casino

OK IT GOT RIGHT HERE...

DROP MY LOOT...

THANK YOU VERY MUCH!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Franciscok99, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru