SambaSlots Casino - Igrački nalog je zatvoren bez razloga.

I was registered at this casino on 28 April

Made deposit 2000 euro and got 4000 euro bonus.

Playing slots I got huge winnings, in result about 28000 euro after I finish wager.

I do not stopped my game and gambled more and more.

When I tried to make withdraw, here started some strange things.

I was redirected to some site, where I need to upload my photos, selfie and proof of address, of course I made it without problem. But got some mistake. I immediately wrote to support live chat, there they answered that they do not have 3rd party verification and said that I need to upload photos directly to their site cashier. I do not found this option and wrote again. All this time I continued playing.

On may 1 some person with name [hidden by Casino Guru] wrote me email. Congratulations on the win! and saying that I having and offering some promotion for me, with additional 5% cashback. And I started to play again. Also I asked her about strange verification process. And answer was that I need to upload photos directly to email. Also live chat give me another link for verification. Now from site magic.veriff.me, I uploaded again photos to site, and via email. But after 30-40 minutes I received message that I broke some terms and my account closed.

I asked support via email, what I broke, and what a strage situation, but they few times gave only link to terms and nothing more.

So little summary. I tried to uploaded photos via email, to some site api.paymentiq.io (redirected from cashier when tried to make withdraw), to site magic.veriff.me (live chat gave it).

As a result I do not know and do not understand what happed. Account is closed and I do not know real reason.

Also, after they gave me 5% additional cashback I go to gamble again, and won again. So my balance was about 40500 euro.

I came here after I tried to make review and got email from your side that is better to make complaint.

May be you will help me to return my winnings.

Dear gszalosenko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino account.

In order to better understand your situation and assist you further, I would appreciate it if you could provide answers to the following questions:

• Can you specify the reason provided by the casino for the closure of your account? Were there any specific terms mentioned that you may have violated?
• Which documents did you send to the casino for verification? Have any of your documents been successfully verified?
• Which slots did you play? Did you also play any other games besides slots?
• Were there any specific terms mentioned that you may have violated?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello again!

Can you specify the reason provided by the casino for the closure of your account? Were there any specific terms mentioned that you may have violated?

No, just link to terms. I asked about specific term few times, but they just gave me link to terms and nothing more.

Which documents did you send to the casino for verification? Have any of your documents been successfully verified? I do not know about "successfully". To email I sent my id document photo and statement from bank. Two diffirent live verification asked same: to make live photo of document, to make live photo of my face, to upload proof of address. I did everything what was asked.

Which slots did you play? Did you also play any other games besides slots?

Only slots. Last one I played on 01 May. The slot name was The Mystery Jack (on something like that). Last big win was about 35000 euro with bet 100 euro per spin.

Were there any specific terms mentioned that you may have violated? I do not know. Like I understand I do not violated anything. I had balance about 26-27k euro when I received email about some offer +5% cashback, started to gamble again. Received another huge win I got banned. No reason, no any explanation. I do not know.

Hope this is big error on casino side. But I can not understand why casino are so aggressive and do not try to resolve situation.

The situation was very strange, when I tried to make withdraw I was redirected to another site to make verification, after verification I received some error. But when I wrote about it in chat, agent said that their site do not have some other verification and I need to upload documents via cashier. But via cashier it is impossible to do. Then email agent Ava said that I can sent via email, when I did, she said that via email it is impossible. So casino few times was saying absolutely different things about verification process. May be this was some error from casino side, may be this was some planned trick.

Why to wrote about Congratulation on winnings, gave some additional cashback. But in result when balance grown to 40 000 euro, to block me.

I can not understand the situation. I can not find words to write here. Only a storm of emotions are inside my mind. Hope casino will write the reason here, and everyone will clearly understand what happed here.

Waiting

I have question, is this your email or some scam? I can not understand

Looks like some scammers contacted me with this deal

Please do not respond to the email you received and posted here, this is a fraudulent scammer that tries to reach out to our customers and steal money from them. As I stated in my first comment, Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

Thank you very much, gszalosenko, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 in the near future.

okay

thanks

Hello gszalosenko, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account verification. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SambaSlots Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed? I would also appreciate if you could provide us with any and all relevant evidence. In case of sensitive information you cannot share within this thread, please send me an e-mail to matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

I have found another contact for the casino representative and I am sending an e-mail regarding this issue to them as well. Because of this, I will extend the timer for the casino to reply until the next Tuesday. Hopefully we'll get an answer by then!

Hi there,

The account was closed due to a violation of our Terms and Conditions. Relevant evidence has been sent privately to matej.l@casino.guru for review.

Best regards,

Samba Slots Complaints Team

I can confirm the casino has sent me the evidence, and after a review, I agree with the account closure.

Dear gszalosenko, verification using third party's documents and photos goes not only against any standard casino T&C's, it is also in conflict with AML policies. As such, this is considered fraud, and the casino has the right to terminate the account and void all the balance.

Due to the aforementioned reasons, this complaint will now be 'rejected'. Thank you for your understanding, and I would like to thank the Samba Slots Complaints Team for quick response to this issue. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.