Complaint #5 Spin Samurai Casino

Player be ware

By Electron63

5 years ago

Message on forum

I am a fairly new player at Spin Samurai. I recently send 0.002 BTC to my bitcoin wallet on the site. I waited a hour or so before contacting support, by which time the transfer had 5 confirmations, and really should have been in my bitcoin wallet by then. I contacted support and was asked to upload proof of deposit - which I did. I was told the matter would be sent on the the KYC team. Now the thing about Spin Samurai, none of the financial teams including the KYC team, don't work on weekends!. I contacted my casino rep - Archy, voicing my extreme annoyance that they lost the deposit and that I will now have to wait until there teams come back to work. Finally Monday arrives and I am asked to provide proof - again! I am told this could take 2-3 days to resolve. A week goes by - I receive note that the issue has been passed from the KYC team to the Financial Team, but no money. The following week - Wednesday, I check email and see that they have credited my account with the equivalent funds. I clearly stated that after this experience, I want nothing to do with them and that a refund is the only acceptable resolution. I then get a reply back " the Casino policy requires, Every player has to wager his deposit 3x times to proceed with a successful withdrawal. Why? The Anti-Money laundering (AML) policy. It is what it is, Kevin. Can't really do anything about it.". This thing is the AML policy doesn't apply. That policy applies to all incoming deposits - I didn't deposit funds, they lost it, THEY credited my account. So they know where the funds came from and the AML policy doesn't apply. After all that they asked me to do and the frustration incurred - any reputable business would grant a refund, so what does that tell you?

Disputed Casino Spin Samurai Casino

Reason Amount not credited

Amount BTC0.002

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Electron63

• 1 reviews

5 years ago

Money Received - issue closed

AskGamblers

• Support Team

5 years ago

Dear @Electron63,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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

5 years ago

Good day,

We are glad to inform that @Electron63 has completed wagering requirement of 1x for the amount mentioned above. Withdrawal has been confirmed and money have been successfully transferred to the payment provider.

We hope that this issue will be considered as resolved. Our support team has been acting due regulator requirements, and wagering could not have been totally omitted due to AML policy.

Kindest regards,
The Spin Samurai Team

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

Casino dont pay my winnings

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?

Resolved

€858

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