The player from Brazil requested a withdrawal. The request was repeatedly canceled. The casino responded and stated that there was a problem with the payment provider.The complaint was then rejected as the player used their balance and was no longer attempting to make a withdrawal.
Spin Samurai Casino - Player’s withdrawal was cancelled.
Amount: 2,000 R$
Spin Samurai Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I try to withdraw my earnings via Bank Transfer and after a few hours they cancel the transfer and do not debit my account...
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2 years ago
Dear Aline,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise whether you accumulated your winnings with or without an active bonus?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi!
I couldn't make any withdrawals..., I've already made numerous withdrawals and all of them, after a few hours, are canceled and my balance returns to the game account. My winnings were all deposits I made, including several deposits. I was answered twice via chat and on these two times I was asked to wait because they would be checking my problem. I asked how long I should wait and the answer was that they had no forecast. The thing is: deposits fall and my 2 min. and looting I can't do any. I also disputed why the withdrawal is so limited and the deposit is not. I look forward to your help.
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2 years ago
Thank you for your reply, Aline. Could you please advise whether you successfully passed the KYC?
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2 years ago
KYC (Know Your Customer/Client) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and proceeds the verification process differently, but in general, casinos require documents from players to verify their identity. Usually, some kind of ID and proof of address is required, but many casinos ask for proof of payment, or other additional documents.
Could you please advise whether you provided any documents to verify your identity?
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2 years ago
Translation
No, I have not provided any documents to verify my identity. Only in the registration was requested the CPF number.
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2 years ago
Thank you very much Aline for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Aline,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Spin Samurai Casino into the conversation.
Spin Samurai Casino, are you able to provide any insight into the issues the player is experiencing?
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2 years ago
Hello everyone! Julia from Spin Samurai here.
Thank you Adam and Kristina!
Dear Aline,
We are sorry for you to feel this way about our services!
When you reached our customer support with the issue you faced - we were aiming from the beginning to assist at our best. Since we found out the problem appeared on the side of the payment provider the issue has been sent to this payment provider for proper investigation, as our team informed you.
Unfortunately, we do not have a specific time frame but we're working on this issue as a high priority!
From what we can see at the moment, after the last withdrawal attempt was canceled by the system on Feb 08 18:53 UTC time - you have played your funds from Feb 09 03:55 UTC time. Unfortunately, all the funds were lost.
Even though, we still working on your issue to find out what happened there about withdrawal attempts to provide you with an update as promised.
Please let me know if you have any further questions and I'll be happy to assist!
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2 years ago
Translation
Good afternoon Spin Samurai team!
I am no longer waiting for a resolution from you. Since more than a week nothing has been done! Yes, of course, I'm out of stock: 2,000.00 I had won..., such a delay in the resolution, you can quickly verify that. Anyway, don't worry about my problem anymore..., I won't be your customers anymore, because of the lack of consideration you had with me. Today I am a 1xBet customer..., I have already made several withdrawals on the first day of deposit and without any problem. Nothing! In less than 10 minutes the withdrawals were in my account. Now I feel happy respected as a customer. Have a good time and value your customers more. Totally dissatisfied.
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2 years ago
Thank you for your response Julia and Spin Samurai Casino.
Dear Aline,
As you have stated you are no longer seeking a resolution to any issue with the casino and no longer have a balance to withdraw, there is nothing I can assist with any further in this case.
The complaint will now be rejected. I'm sorry I couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino.
Best regards,
Adam
