Spin Samurai Casino - Wagering error and incorrect live chat advice resulted in entire balance being wasted for no reason

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.

Dear Shaun,

Hope you are doing well.

On behalf of Casino Spin Samurai, we'd like to humbly apologize once again for the unpleasant situation which took place some time ago.

As you are aware, we've concluded that it was a small technical error that occurred, which caused some confusion and a misunderstanding with one of our dear colleagues. As soon as we realized the mistake, we rectified the situation and returned all original deposited money back into your player account as an apology.

After the situation had been resolved, you’ve made a couple of new deposits and positively wagered the deposits in line with the anti-money laundering policy (x3) and you even managed to make a successful $400 cash out without any complication. Your withdrawal was successfully requested and approved within a time frame of only 2 hours. In addition to that, a week after the incident you also received an extra money bonus valued at 10,00AUD$ and a total amount of 75 Free Spins.

With that being said, we admit our mistake in the wagering requirement topic and we are sorry for the unpleasant and uncomfortable feelings you’ve experienced due to the situation. If you have any further questions or queries, please contact us directly and we will gladly answer them.

Have a great further! Olivia Grey head of customer operations

Dear @Shaunyboy,

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.

First off that $50 deposit you gave back to me was given back with a 10x wager, meaning I had to make $500 out of the $50, making me play more and more just feed you guys more money and lose that too when all I wanted to do was cash that one out too straight away, not to have to play more just to get a chance at getting my own deposit back.

Nothing you gave me back even came close to what I had originally and I was never satisfied, like $10 and 75 free spins that were on horrible games, like cmon really?

that “small” technical error you mentioned cost me my entire balance when I had wagered it correctly in the first place and just wanted to cash it out. So its not really “small”

For me to be satisfied I still want my $460 sent back to my crypto wallet that I deposited with, I don’t want any wager requirements or anything like that, just a straight payment to me.

Hello @Shaunyboy and @AskGamblers team.

Yesterday our manager had a call with Mr.Shaun. At the end of the conversation, we agreed that Mr.Shaun will unlock his account (7 days under a license) and an amount of 460 AUD will be sent to his account with the right to withdraw without any wagering.

Have a nice weekend!

Best regards.

Dear @Shaunyboy,

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.

I can confirm that I was called and was told the money is being put back into my account with no wagering requirements and can be withdrawn on the 18th of December, just awaiting that date then I can confirm it has all been resolved and this complaint can be closed.

Thanks

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.

Thanks in advance for your cooperation.

I can confirm I have recieved and withdrawn the money back into my account. I thank Archy and Spin Samurai Casino for helping me fix this all, will be playing here more often.
This case can now be closed.

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.