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I made a withdrawal at SambaSlots casino for 1000 euros. It's been a week and I haven't received anything in my account. In the casino activities it says withdrawal cancelled and then balance deduction 1000 euros paid. I have no way of contacting them, they don't answer emails and there is no live chat.

Έκανα μια ανάληψη στο καζίνο SambaSlots ποσό των 1000 ευρώ. Έχει περάσει μια εβδομάδα και δεν έχω λάβει τίποτα στον λογαριασμό μου. Στις δραστηριότητες του καζίνο λέει withdrawal cancelled και μετά από πάνω balance deduction 1000 ευρώ paid.Δεν έχω τρόπο επικοινωνίας δεν απαντάνε στα email και δεν υπάρχει live chat.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening. After contacting the live chat, the casino replied that the money was deducted from my account because I had bet more than 5 euros. However, the money I had withdrawn had been won on a 2 euro bet. Before I made the withdrawal, they directly deducted 513 euros extra that I had won on a 10 euro bet, telling me that this was against their terms. After this deduction, I withdrew the 1000 euros that had been won on a 2 euro bet, but the live chat told me that they deducted it for the same reason and when I told them that I had won it on 2 euros, they pretended not to see it, telling me to accept it.

Καλησπέρα.Μετα από επικοινωνία μου με το live chat το καζίνο μου απάντησε ότι τα χρήματα αφεραιθηκαν από τον λογαριασμό μου επειδή είχαμε κάνει ποντάρισμα άνω τον 5 ευρώ.Τα χρήματα όμως που είχα κάνει ανάληψη είχαν κερδηθεί σε στοίχημα των 2 ευρώ. Πριν κάνω την ανάληψη μου αφαίρεσαν απευθείας 513 ευρώ έξτρα που είχα κερδίσει σε ποντάρισμα των 10 ευρώ λέγοντας μου ότι αυτό είναι ενάντια στους όρους τους. Μετά από αυτήν την αφαίρεση έκανα την ανάληψη των 1000 ευρώ τα οποία είχαν κερδηθεί στο ποντάρισμα των 2 ευρώ αλλά το live chat μου είπε ότι τα αφαίρεσαν για τον ίδιο λόγο και όταν τους ανάφερα ότι τα έχω κερδίσει στα 2 ευρώ έκαναν ότι δεν το έβλεπαν καν λέγοντας μου να το αποδεχτώ.

Dear player, please ask the casino to send you your game history in Excel format, including the date and time of the incident. Once you receive it, please forward the file to my email: dominika.l@casino.guru.

Hello.I have sent the file with email.Waiting for your response.Thank you for your time.

Dear player, thank you for providing the requested game history. I have carefully reviewed the file you sent, and I would like to update you on the findings.

According to the game history, while you had an active bonus, you played games such as "Vamp Party" and "The Dog House Megaways", during which you placed bets of €10. This is important because most casinos with bonus offers strictly limit the maximum bet size, often to €5, while the bonus is active. Breaching this rule typically leads to the confiscation of winnings, even if later bets were within the limits.

Although you mentioned that the €1,000 withdrawal came from winnings made with a €2 bet, the fact that a higher bet of €10 was placed during the bonus period is considered a violation of the bonus terms.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.