Complaint #2
Spin Samurai Casino
Wagering error and incorrect live chat advice resulted in entire balance being wasted for no reason
5 years ago
I had deposited with Spin Samurai Casino with about 3 $50 deposits, got the first 2 deposits down to $0 so I deposited another $50 and got up to $460 and thought its time to cashout now, the 3x deposit wager on my $50 was met. Put in to verify all my documents and waited most of the day for them to verified. I then went to withdraw and got it denied so I went to live chat at 5:36pm (australia time) and was told I needed to meet a $1528 wager requirement. This was odd to me as I knew its a 3x Deposit wager which in my case should have been $150 wagered, not $1528. After arguing with a lady named Leia over live chat she had claimed that I needed to wager ALL of my deposits I had made which I felt was wrong and not right as they all went to $0 apart from my last $50 deposit so only $150 needed to be met to complete the 3x deposit wager.
So in good faith I just took it on the chin and thought if this is what I have to do ill do it. They had claimed I had already wagered $807.75 so I tried to wager the rest of my balance by to meet that ridiculous $1528 wager requirement. In the process it destroyed my balance by 6:13pm and I was left with around $50 after meeting the wager requirement.
Almost 2 hours later at 7:52pm I get an email from a personal account manager named Archy claiming he had gone through my customer support chat and gaming information and stats and said they have a made a "humanly" mistake and that that wagering requirement of $1528 was an error and didn't need to be met. This email was way too late and my balance had already depleted massively trying to make that wager requirement, as an "apology" they had given me back a $50 bonus bet with a 10x wager which I never even asked for nor wanted.
In turn of these events it made me realize that I didn't need to spend any of my $460 to meet that $1528 wagering requirement which was an error as I only had to meet a $150 (which I already did). I feel as though I got my balance scammed off me from Spin Samurai Casino as they informed me WAY after my balance was gone and there has been no effort of wanting to refund me that balance which was lost due to a HUGE mistake made by this casino. All I want is $460 of winnings returned to me that I lost due to THEIR own error. I feel as though I have been treated really unfairly as I even went to follow those wager requirements when I didn't even need too, I followed the rules (which turns out were false and an error) just to be screwed over massively in the end and left with only a $50 bonus bet which requires me to play more + make $500 out of that in order to withdraw it which I do not want to do. I just want to my $460 back and to withdraw it like I rightfully should. I earned those winnings and had to throw it away just because of an error I was informed about after the balance was gone. I have everything timestamped when from I started playing on that $460 after being told to wager till the time I stopped playing and then receiving the apology email.
So in good faith I just took it on the chin and thought if this is what I have to do ill do it. They had claimed I had already wagered $807.75 so I tried to wager the rest of my balance by to meet that ridiculous $1528 wager requirement. In the process it destroyed my balance by 6:13pm and I was left with around $50 after meeting the wager requirement.
Almost 2 hours later at 7:52pm I get an email from a personal account manager named Archy claiming he had gone through my customer support chat and gaming information and stats and said they have a made a "humanly" mistake and that that wagering requirement of $1528 was an error and didn't need to be met. This email was way too late and my balance had already depleted massively trying to make that wager requirement, as an "apology" they had given me back a $50 bonus bet with a 10x wager which I never even asked for nor wanted.
In turn of these events it made me realize that I didn't need to spend any of my $460 to meet that $1528 wagering requirement which was an error as I only had to meet a $150 (which I already did). I feel as though I got my balance scammed off me from Spin Samurai Casino as they informed me WAY after my balance was gone and there has been no effort of wanting to refund me that balance which was lost due to a HUGE mistake made by this casino. All I want is $460 of winnings returned to me that I lost due to THEIR own error. I feel as though I have been treated really unfairly as I even went to follow those wager requirements when I didn't even need too, I followed the rules (which turns out were false and an error) just to be screwed over massively in the end and left with only a $50 bonus bet which requires me to play more + make $500 out of that in order to withdraw it which I do not want to do. I just want to my $460 back and to withdraw it like I rightfully should. I earned those winnings and had to throw it away just because of an error I was informed about after the balance was gone. I have everything timestamped when from I started playing on that $460 after being told to wager till the time I stopped playing and then receiving the apology email.
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