Complaint #57 Spin Samurai Casino

Withdrawal keeps being discarded

By Eve H.

3 weeks ago

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.

Disputed Casino Spin Samurai Casino

Reason Delayed payment

Amount $570

Discussion

AskGamblers

• Support Team

6 days 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.

leardeaneburton

• British Columbia

6 days ago

Nancy,

Payment finally came through today. What should have been a simple casino withdrawal turned into the worst withdrawal experience I’ve ever had. It would have been far easier if it had been handled properly the first time instead of dragged out like this.

Payment finally came through today. You didn’t save the day—my patience did. What should have been a simple casino withdrawal turned into the worst withdrawal experience I’ve ever had. It would have been far easier if it had been handled properly the first time instead of dragged out like this.

Regards

Spin Samurai Casino

• Representative

6 days ago

Dear Deron,

Following a detailed investigation, our team was able to identify the underlying cause affecting your withdrawal requests. As this was an unexpected technical issue that only became apparent after further analysis, our initial guidance to submit a new withdrawal request was part of the standard troubleshooting process while we investigated the behavior. At that stage, the root cause had not yet been identified. We regret that resolving this matter required you to submit multiple withdrawal requests. We understand that this was far from the experience we aim to provide, and we genuinely appreciate your patience while our teams investigated and addressed the issue.

Now that we have determined the source of the issue, our technical team is working on implementing a permanent resolution to prevent similar situations from occurring in the future.

To avoid any further delays, we have manually processed your current withdrawal request. No further action is required from your side, and the funds should be credited to your account within the next few business days.

We sincerely appreciate your patience and understanding throughout this process. Thank you for giving us the opportunity to resolve this matter, and we hope this update provides the clarity you were looking for.

Kind regards,

Nancy
Customer Experience Manager
Spin Samurai Casino

leardeaneburton

• British Columbia

1 week ago

Dear Nancy,

Thank you for your response. However, your explanation raises more questions than it answers.

This issue has been ongoing since June 25, 2026. During that time, I have had 14 withdrawal requests cancelled. Each cancellation resulted in me being instructed to submit another withdrawal request instead of being given a genuine explanation or a permanent solution.

Only after this complaint was reopened on AskGamblers was I told that the repeated failures were supposedly caused by an "unexpected technical issue during the payment processing stage." If that is truly the case, why was this never identified after the first, second, or even fifth cancelled withdrawal? Why was I repeatedly told to resubmit my withdrawal instead of being informed there was an ongoing technical problem?

Following your public response, I submitted yet another withdrawal as instructed. It has now been sitting in a pending status for several days with no progress. From my perspective, nothing has changed except the explanation.

I have fulfilled every obligation expected of me. I deposited my own money, completed the wagering requirements, verified my account, and complied with every instruction provided by your support team. Meanwhile, Spin Samurai has cancelled my withdrawals 14 times and has still not paid my legitimate C$570 winnings.

At this stage, I am no longer looking for general assurances that my case is being monitored. I am requesting concrete information.

- Has the technical issue actually been resolved?
- If so, what is preventing my current pending withdrawal from being approved?
- If not, why are customers being instructed to continue submitting withdrawal requests when the underlying issue remains unresolved?

After more than two weeks, fourteen cancelled withdrawals, and countless conversations with support, it is difficult to view this as an isolated technical issue. The only thing that has remained consistent is that I still have not been paid.

I respectfully request that Spin Samurai stop providing generic updates and instead process my current pending withdrawal immediately or provide a clear, detailed explanation of exactly what is preventing payment.

I look forward to your substantive response.

Spin Samurai Casino Complaint Stats

Resolved 16 / 16

Avg. Amount $823

Avg. Complaint Duration 6 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.

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€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

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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