Complaint #1
SpinSamba Casino
Multiple failed Self Exclusion
3 years ago
I requested permanent self exclusion from Spin Samba Casino for the fourth time on 08/08/2022. I cited problem gambling as the reason for this issue. Despite my several requests for self-exclusion my requests were never actioned although they were acknowledged by my VIP Manager Neil and prior to him Alex and Felix the chief at the time. I explained to Neil that the treatment for my terminal illness is long and lonely hence the need for me to stop gambling at the rate in which I was gambling. Losing up to $100,000 per month.
On 08/08/2022 I submitted my request for perm ent self exclusion via email, as I was told that the consultants on live chat were not able to close my account given I had a vip status. Neil called me that week to advise that he also could not close my account either. I asked who could close my account as I was a problem gambler and he advised me that someone higher would attend to it and proceeded to incentivise me to gamble further. This is despite the terms and conditions on their website stating that support are able to assist in self exclusion due to responsible gambling. I explained that my mental health had deteriorated to the point of becoming suicidal.
I received multiple incentives to increase my gambling acitivity in the days following this request.
On the week beginning the 15th of august I deposited approx 70,000 AUD which was lost. On the 19th of August I requested Self exclusion which was acknowledged again by neil. He advised me that he would increase my withdrawal limits to $15,000 per week and match the offered provided by Frank from jackmillion (same management) which was to deposit $100,000 within the month and receive a guaranteed cash back of $10,000 per week every week for the following month. This would total $40,000 “guaranteed back to my bank account” and increase my withdrawal limit to $25,000 per week stating that I had nothing to lose.
I asked him on the 20th if my account would be closed due to the self exclusion request to which he replied “absolutely not, you are still allowed to deposit and I will pay your weekly cashback right now” to his credit he did, however it was $15000 short. I confirmed with him that my account would not be closed he sent me 2 emails explaining how my playing conditions would be improved and suggested I increase activity as much as I could.
The following week I deposited another (approximately $40,000) to meet the objective of $100,000 total for the month. Neil acknowledged and advised that on Monday the 29th I would receive $5000 for my crypto deposits as well as $15,000 for monthly and weekly cashback I addition to the weekly cashback of $10,000 direct to my bank account.
He further stated that he would discuss with the chief to have an additional amount credited as a gift from the chief as he had committed to multiple gifts and higher levels of cashback which he failed to deliver on.
I explained that given the time difference I didn’t want to wait in the hospital for an email so I asked him to call me the following day. I logged in the following day and deposited about $7,000 prior to heading into chemo. When I came back my account was blocked.
Neil sent me an email stating that he was forced to close my account by management and as such would not be able to credit me the circa $40-50,000 which is owed to me based on my activity. My requests on chat to contact neil and or David the chief have been ignored.
I have copies of all correspondence confirming these claims and seek your assistance in recovering these funds.
On 08/08/2022 I submitted my request for perm ent self exclusion via email, as I was told that the consultants on live chat were not able to close my account given I had a vip status. Neil called me that week to advise that he also could not close my account either. I asked who could close my account as I was a problem gambler and he advised me that someone higher would attend to it and proceeded to incentivise me to gamble further. This is despite the terms and conditions on their website stating that support are able to assist in self exclusion due to responsible gambling. I explained that my mental health had deteriorated to the point of becoming suicidal.
I received multiple incentives to increase my gambling acitivity in the days following this request.
On the week beginning the 15th of august I deposited approx 70,000 AUD which was lost. On the 19th of August I requested Self exclusion which was acknowledged again by neil. He advised me that he would increase my withdrawal limits to $15,000 per week and match the offered provided by Frank from jackmillion (same management) which was to deposit $100,000 within the month and receive a guaranteed cash back of $10,000 per week every week for the following month. This would total $40,000 “guaranteed back to my bank account” and increase my withdrawal limit to $25,000 per week stating that I had nothing to lose.
I asked him on the 20th if my account would be closed due to the self exclusion request to which he replied “absolutely not, you are still allowed to deposit and I will pay your weekly cashback right now” to his credit he did, however it was $15000 short. I confirmed with him that my account would not be closed he sent me 2 emails explaining how my playing conditions would be improved and suggested I increase activity as much as I could.
The following week I deposited another (approximately $40,000) to meet the objective of $100,000 total for the month. Neil acknowledged and advised that on Monday the 29th I would receive $5000 for my crypto deposits as well as $15,000 for monthly and weekly cashback I addition to the weekly cashback of $10,000 direct to my bank account.
He further stated that he would discuss with the chief to have an additional amount credited as a gift from the chief as he had committed to multiple gifts and higher levels of cashback which he failed to deliver on.
I explained that given the time difference I didn’t want to wait in the hospital for an email so I asked him to call me the following day. I logged in the following day and deposited about $7,000 prior to heading into chemo. When I came back my account was blocked.
Neil sent me an email stating that he was forced to close my account by management and as such would not be able to credit me the circa $40-50,000 which is owed to me based on my activity. My requests on chat to contact neil and or David the chief have been ignored.
I have copies of all correspondence confirming these claims and seek your assistance in recovering these funds.
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