Have not received my tournament win

Dear AskGamblers team,

​I am experiencing a highly frustrating issue with Spin Samurai Casino regarding the withdrawal of my winnings.

​Here is the timeline and the core issue:

​I originally deposited funds into my Spin Samurai account using Skrill.

​After winning, I attempted to cash out. However, the option to withdraw back to Skrill is inexplicably unavailable on my account.

​Customer support advised me to use a Bank Transfer instead. I entered bank details, but the withdrawal was rejected because the system captured a Lithuanian (LT) IBAN, which their finance team does not support.

​The Glitch: I need to update my banking details to my correct Australian bank account, but the website only provides space for one set of bank details. I cannot delete, edit, or overwrite the existing rejected LT IBAN.

​I have tried all possible troubleshooting steps on my Samsung Fold 7, including clearing my cache, using incognito mode, resetting my network, and switching browsers, but the field remains completely locked and unresponsive.

​I have spent hours communicating with customer support via live chat and email. While a couple of agents (Oceana and Lea) were helpful and empathetic, the rest of the team has repeatedly given me scripted responses. They tell me to use the very methods that are blocked or tell me to make a new minimum deposit via Crypto to unlock a Crypto withdrawal, which I refuse to do.

​An agent named Nova eventually confirmed that "the existing IBAN cannot currently be removed from the withdrawal form from our side" and simply told me to use an alternative method—which, as established, I cannot do.

​My withdrawals (including requests for €400, €500, and €1,000) continue to be cancelled. I have already submitted all requested KYC documents, which include my correct Skrill and bank details.

​I am requesting that Spin Samurai either manually clear the rejected IBAN from my profile so I can enter my correct details, or manually process my withdrawal to my Skrill account or the bank account provided in my verified KYC documents.

​I do not have the time to keep chasing automated responses for funds I have rightfully won. I hope AskGamblers can help mediate a proper resolution.

​Thank you,

<full name removed>

I am submitting this complaint because Spin Samurai has repeatedly failed to process my withdrawal despite my account being fully verified.

I requested a withdrawal of $570, and it has now been cancelled four separate times. Before requesting my withdrawal, I completed all verification requirements, and my account was approved. I have also contacted customer support through live chat numerous times to try to resolve the issue.

Each time I contact support, I am given assurances that everything on my account is in order or that the matter will be addressed, yet my withdrawal continues to be cancelled without a clear explanation or resolution. I have not been provided with a specific reason that justifies these repeated cancellations.

I have acted in good faith, complied with the casino's verification process, and followed their instructions. At this point, I believe I have made every reasonable effort to resolve this matter directly with the casino.

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.

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?

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

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.

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.

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.