Complaint #54 Spin Samurai Casino

Casino dont pay my winnings

By Niilex96

11 months ago

Hi, I played the second bonus of the welcome bonus at Samurai Spin Casino and won money. I decided to withdraw my winnings. The casino closed my account. I have asked many times for a reason and they have not told me the real reason. And they have not paid my winnings. I have been waiting for a long time. I have asked customer service many times when they will pay my winnings and they only say that my winnings are under investigation. I feel like this Casino is unfair. Can anything be done about this?

Disputed Casino Spin Samurai Casino

Reason Delayed payment

Amount €857.5

Discussion

AskGamblers

• Support Team

10 months ago

Dear @Niilex96,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Spin Samurai Casino

• Representative

10 months ago

Hello, NILEX96!

My name is Nancy, and I’m a representative of Spin Samurai Casino. It’s a pleasure to meet you!

First of all, thank you for taking the time to share your feedback and raise your concerns. We truly appreciate it, as it helps us improve our services.

After carefully reviewing your communication with our support team and checking your account details, I can confirm that your withdrawal request of €857.50 was approved and sent to your bank account on July 16th at 13:04 UTC. A confirmation email was also sent to you following the approval.

As we mentioned in that email, the processing time for such transactions depends on bank procedures and typically takes 5–7 business days. As tomorrow marks the 7th business day, may I kindly ask you to confirm whether the funds have reached your bank account?

We sincerely apologize for any inconvenience this delay may have caused and appreciate your patience and understanding.

Looking forward to your reply!

Best regards,
Nancy

AskGamblers

• Support Team

10 months ago

Dear all,

This complaint has been reopened as per Spin Samurai Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

10 months ago

Dear Spin Samurai Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Spin Samurai Casino Complaint Stats

Resolved 15 / 15

Avg. Amount $851

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Spin Samurai Casino Complaints

See all complaints for this casino

Cash and spins not credited to my account even tho I paid and deposited

I wanted the attached (photo) promo $5 deposit = 50 free jackpot spins.

I ensured the bonus was active to make my deposit, the terms said "deposit at least $5 to receive 50 free jackpot spins" ( see attached photo)

So I deposited over $5, and I did not receive the spins, and my account wasn't credited with the amount I deposited.

I contacted live support, who asked for proof of my deposit which I provided to them. They then stated that because my deposit was less than $10, the funds I deposited couldn't be added to my account and that I couldn't receive the 50 spins that I had paid for.

I followed the rules, deposited the amount that was asked for. They refuse to credit my account with the $ deposit amount, or give me the 50 jackpot spins.

Recap: $5 deposit required for 50 free jackpot spins. I activated this bonus and deposited more than the required $5 (I deposited $7.75) funds were not added to my account and 50 jackpot free spins were not added to my account, as they say I deposited less than $10, even tho the required amount is $5.

Resolved

Delayed Withdrawal of 784 Euro

Hello.
I am a new player here, fully verified and had three withdrawl this week. Everything was fine so far. Two days ago i made again two withdrawls. First with 744 and 40 the second. About 26 hours later the withdrawl has been cancelled because i should make just one withdrawl ( one day before this was no problem).
And i should alse send a selfie with id.
I did it and got answer today that everything is ok. I am fully verified.
A few mins later and in sum after more than 48 hours my withdrawl of 784 euro had been cancelled again. There should be a problem with the form of my skrill withdrawl.
The other 3 withdrawls were also made with skrill without problem.
In live chat they werent ablento tell me what the problem was exactly.
In the meantime i set a daily wager limit of 20. Think they want that i play and loose.
Now it is weekend and i have to wait and wait. Think this is not ok

Resolved

€784

Spin Samurai Casino - Rest of refund

This is another complaint against Spin samurai casino. Last one was rejected because casino confirmed that they are gonna refund me (reason was delay of closing account as I requested and I spent too much money , I was waiting 3 days for response) . But, I didn't get whole amount, and now they are saying that I spent only 3 900 e (they refunded me that amount), but i am sure that I spent much more. I have proof of deposits from my debit card and also credit card. Whole amount was about 7 000 e, and they refused to pay me rest , with explanation that I spent only amount that they refunded. I will put in attachment all evidence ( from my debit and credit card) . 151 ISK = 1 e. I spent about 1 000 000 króna. On listing from debit card amount is in ISK , on credit card is in E also. If you need any further information, please contact me.

Resolved

kr290,000

Delayed Cash out of 1270 euros

Hello,

I would like to submit a complaint regarding my cashout of €1270.52 that has not been processed for more than 24 hours.

According to the rules of this casino, they will process the winnings within 24 hours from the time it was requested.

My VIP Craig is useless he’s not helping me at all as a VIP member of this casino it should be fast and smooth but every time I message it’s all the same blah blah blah and without any assurance for me not to get frustrated with my winnings.

Please could you help me with my concern?

Thank you

Resolved

€1,737

They delayed my winnings of €1000

I requested a payout of €1000 on Monday, but it was inexplicably canceled on Tuesday. When I contacted support, they claimed that €1000 was too much for a withdrawal, even though it didn't exceed the daily limit of €1000. They advised me to split the withdrawal into two transactions of €500 each, which I did.

However, I was then told that I could only proceed with a €1000 withdrawal. I'm not sure what's going on, but it feels like they're trying to frustrate me and make me lose all my money. By the way, my account is fully verified. Please help me.

Resolved

€1,000

Refusing withdrawal of 3000NOK for one week

On the 22. of May I finished the wager and ask for a withdrawal with bank transfer to my e-wallet(revolut) that I used to make the deposit.

The day after I got an email saying that they could not process the withdrawal to that bank, and that I needed to use a different bank account. But on their withdrawal page the only posible option is the IBAN to the revolut bank that i deposited to. There are no option to write in another IBAN.

I asked them kindly to delete that IBAN so i could write the IBAN to the bank that I normaly use, did not get any answer and I still cant write a different IBAN. After that I tried withdraw using bitcoin. One day after I got an email saying that I needed to submit a new withdrawal using bank transfer. I sent an message on their "live chat", (which really not is a live chat just an email service), where I explained that they declined my withdrawals using both bank transfer and bitcoin. They sent me email back one day later saying that I could not deposit using bitcoin because I had not deposited using bitcoin and that I should try again using bank transfer and that I should work. One day later they declined it again.

So I made a minimum deposit using bitcoin hoping that they would then accept withdrawal using bitcoin.

Today I got an email saying that the bitcoin withdrawal was declined again! It now 7 days since I asked for the first withdrawal. And its now become clear to me that they are holding back the withdrawal on purpose. This have been a nightmare and I see not other choice that to write this complaint hoping they will stop holding back the withdrawal. The first withdrawal was about 3800 NOK, at one point I played it down to about 3000 NOK, which is they amount I have left now and are trying to withdrawal.

Resolved

kr3,000

Withdrawal problem of Euros 900

I have been trying to get my withdrawal to my account (900e) since Friday, my account is fully verified but still the money does not move. Or their repatriation is really slow. when I ask about the chat, they say they will check the matter and close the chat after a while. I definitely do not recommend this casino to anyone.

Resolved

€900

Have not received my tournament win

I won 460 PLN in the daily drops & wins tournament on 11/02/22, I should get the win in the next working day, I reported the case and it's been over a month and no any information, when I remind about my case, I hear all the time no feedback from provider, the casino staff initially approached me as a trickster in my feeling. They can not verify my win, although I have screens with a win and I played with them all night there is a story that agrees with the game, date and time the stake of my win with the screen

Resolved

zł460

Spin Samurai Casino waiting to paid my win

I signed up to Spin Samurai Casino, and I deposit money seven times. I try to withdraw 100 $ many times and my cashout are cancelled for different reasons. I speak at live chat, after many attempts to find someone, I sent several emails unanswered. I tried to withdraw by card, by each time being cancelled without reason, through the bank can not withdraw in $, and in Euro, the minimum is 200. I have all screenshots of all the cancelled withdraw, the conversation on live chat, where it sounds like there is no problem, everything is fine.

Resolved

$112

Still waiting to be paid my winnings

I deposited and played with no bonus like I always do. Had a few wins and decided to cash out. I was first told the verification process was taking longer than usual, which I was ok with.., these things happen. Than I was told my banking details were incorrect which was false. The details in my profile were correct, I checked to make sure I had not made an input error and I hadn’t everything was correct. I was than told after being verified that they were having technical issues. I waited patiently for days, and every time I logged back into the gaming site my cash out had been canceled. This has been going on for 3 weeks. They will take deposits but will not pay out winnings.
What annoys me is they advertise international bank transfer pay out in 2-5 days. It’s been 3 weeks and all they can tell me is to be paitent.
My withdrawal has been canceled by them 12 times. All I want is my money that they owe me. It is only $250AUD but it is a matter of principle now. If they are having issues paying out winnings they should not be accepting deposits.
I have screenshots of all the cancelled withdrawals, my initial deposits, the conversations on live chat and the email correspondence with Jason the VIP player manager.

Resolved

$250