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Good evening, I have played at this casino by depositing via MasterCard. When it came time to make a withdrawal, I saw that the only option was via IBAN or crypto. While the deposit was made via card. And in the terms it clearly states that the withdrawal must be made using the same method. And they wouldn't let me. Anyway, I tried with IBAN, but because the card belongs to a Neteller bank, when you request a withdrawal, in addition to IBAN and full name, you must also enter a customer ID. But they didn't give me such an option, so I only entered IBAN and full name. The withdrawal left them on 25/07 but it hasn't appeared in my account yet. And it probably won't appear either because I haven't entered the reference number. I don't mind about them because they were few and I made a test withdrawal to see if they will come. But for the rest that I have in them, I sent them that I have to give them the reference number that Neteller requests so that the transfer can be made to my account. But they respond like idiots and pretend they don't understand and tell me that they sent them. I asked to speak to the financial department, I sent them an email to support in the complaint but of course no response. And I have no way to withdraw them. Normally it should be via MasterCard since that's how the deposit was made. I need your help. Thanks in advance.

Καλησπέρα, έχω παίξει στο συγκεκριμένο καζίνο κάνοντας κατάθεση μεσω MasterCard. Όταν ήρθε η ώρα να κάνω ανάληψη έβλεπα ως μόνη επιλογή μέσω iban η κρυπτο. Ενώ η κατάθεση έγινε μέσω κάρτας. Και στους όρους αναφέρει ξεκάθαρα ότι η ανάληψη πρέπει να γίνει με την ίδια μέθοδο. Και δε με άφηναν. Τέλος πάντων προσπαθήσα με iban, αλλά επειδή η κάρτα ανήκει σε τράπεζα της νετελλερ πρέπει όταν αιτηθείς την ανάληψη εκτός από iban και ονοματεπώνυμο πρέπει να βάλεις και αναγνωριστικό πελάτη. Όμως δε μου δίνανε τέτοια επιλογή οπότε έβαλα μόνο iban και ονοματεπώνυμο. Η ανάληψη έφυγε από αυτούς από τις 25/07 αλλά στο λογαριασμό μου δεν έχει εμφανιστεί ακόμα. Και ούτε θα εμφανιστεί λογικά γιατί δεν έχω βάλει τον αριθμό αναφοράς. Δε με πειράζει για αυτά γιατί ήταν λίγα και έκανα δοκιμαστική ανάληψη να δω αν θα έρθουν. Όμως για τα υπόλοιπα πού έχω μέσα τους έστειλα ότι πρέπει να τους δώσω τον αριθμό αναφοράς που ζητάει η νετελλερ ώστε να γίνει η μεταφορά στο λογαριασμό μου. Αλλά αυτοί απαντάνε σαν μποτάκια και κάνουν ότι δε καταλαβαίνουν και μου λένε ότι αυτοί τα έχουν στείλει. Ζήτησα να μιλήσω με το οικονομικό τμήμα, τους έστειλα μέιλ στο support στο complaint αλλά φυσικά καμία απάντηση.Και δεν έχω τρόπο να τα τραβήξω. Κανονικά θα έπρεπε μέσω MasterCard αφ' ότου έτσι έγινε και η κατάθεση. Χρειάζομαι τη βοήθεια σας. Ευχαριστώ εκ των προτέρων.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SambaSlots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What is the IBAN associated with your bank card? Who is the issuer of the card? (Neteller, another bank)
• Have you contacted the casino regarding the issue and asked for assistance? What response have you received?
• Could you please explain which deposit option you have chosen when making deposits in the casino? (debit card, Neteller)
• Is your player's account verified?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The iban associated with the bank card is from a neteller bank. The card is a neteller MasterCard.

I have communicated but no understanding is reached.

Deposit option was MasterCard.

The casino account has not been verified as I have not been requested by the casino.

Before I make a withdrawal, I want to make a test amount to see that the money will actually be in my account. Because in the first withdrawal, while the casino sent it, I have not received it because the reference number, which is mandatory, has not been included. I have reported this to support but they were not willing to listen to me. Because I do not trust this method, I am asking that the neteller iban be deleted and that they let me add the revolut one with which I have made a second deposit via visa. But in order to delete my neteller iban, they ask for a bank statement in pdf format that shows the name, iban, and card. But the pdf only shows the name and the transaction that was made with a net+ card, so they are not deleting it for me. Thank you. I have attached files to the email. If you need anything more, let me know.

Ο iban που σχετίζεται με την τραπεζική κάρτα είναι από τράπεζα neteller. Η κάρτα είναι MasterCard της neteller.

Έχω επικοινωνήσει αλλά δεν βγαίνει συννενόηση.

Επιλογή κατάθεσης ήταν MasterCard.

Ο λογαριασμός στο καζίνο δεν έχει επαληθευτεί καθώς δε μου έχει ζητηθεί από το καζίνο.

Θέλω πριν κάνω ανάληψη να κάνω ένα δοκιμαστικό πόσο για να δω ότι τα λεφτά όντως θα μπουν στον λογαριασμό μου. Γιατί στην πρώτη ανάληψη ενώ το καζίνο τα έστειλε εγώ δεν τα έχω λάβει διότι δεν έχει συμπεριληφθεί ο αριθμός αναφοράς ο οποίος είναι υποχρεωτικός. Αυτό το έχω αναφέρει στην υποστήριξη αλλά δεν υπήρχε διάθεση να με ακούσουν. Επειδή δεν εμπιστεύομαι αυτή τη μέθοδο λοιπόν ζητάω να σβηστεί το iban της neteller και να με αφήσουν να προσθέσω της revolut με την οποία έχω κάνει δεύτερη κατάθεση μέσω visa. Αλλά για να μου σβήσουν το iban της neteller ζητάνε bank statement σε μορφή pdf στο οποίο να φαίνεται το όνομα, το iban, και η κάρτα. Αλλά στο pdf φαίνεται μόνο το όνομα και η συναλλαγή ότι εγινε με κάρτα net+. Οπότε δε μου το σβήνουν. Ευχαριστώ. Έχω επισυνάψει στο email αρχεία. Για ότι παραπάνω χρειαστεί ενημερώστε με.

So what I'm asking is for them to delete the already registered IBAN and let me add the other one so I can make a safe and secure withdrawal, or for them to simply let me add a second IBAN and continue my game normally.

Αυτο που ζητάω λοιπόν ειναι να μου σβησουν το ηδη καταχωρημενο iban και να με αφησουν να προσθεσω το αλλο ωστε να κανω μια ασφαλης και σιγουρη αναληψη, η εστω να με αφησουν απλα να προσθεσω 2ο iban. και να συνεχισω κανονικα το παιχνιδι μου.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Tsotso88 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SambaSlots Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

Thank you for your patience. After reviewing this case, we can confirm that the player’s request to update their payment method was processed once the required documentation was received. The payment method was removed successfully, and the player was informed.

From our side, this matter is considered resolved.

Kind regards,

Samba Slots Casino Team

Thank you for the update SambaSlots Casino representative.

Dear Tsotso88, let us know if your issue has been resolved or if you require any further assistance. Thank you!

Hi there,

We’ve reviewed the situation and can confirm that the player has already completed successful withdrawals to their registered bank account. The additional IBAN has been removed, so there should be no issues with processing withdrawals.

Kind regards,

Samba Slots Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

The IBAN MT74SB****** can only be removed once ownership has been verified. For this, you would need to contact our customer support team and provide a bank statement showing that the account belongs to you. Until this is done, we are unable to remove the IBAN, as this is part of our security process.

So far, we have only received a bank statement for one of your accounts, which has already been deleted as requested.

Please reach out to our support team with the required documentation so we can assist you further.

Best regards,

Samba Slots Casino Team

Dear Tsotso88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru