Spin Samurai Casino - Rest of refund

Dear @SANANA05,

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.

Dear SANANA05,

Thank you for your patience as we work through this matter together.

Kindly note that the refunded amount of 3,790 EUR represents deposits made after we received your account closure request on August 30, 2024, at 21:25 GMT+2 until your account was fully closed on September 1, 2024, at 15:30:48 GMT+2.

We would like to highlight also that the dates and times we reference are based on our internal system records, which represent actual transaction time and is different from how transactions appear on your bank statement. You have variations in transactions where a payment shown on your end 02.09 in fact was on 30.08, many from 30.08 that are 29.08, etc.

For example, we have a transaction in our system for 52,366 ISK, which converted to 333 EUR, made on August 30, 2024, at 17:38 GMT+0. However, this transaction appears as occurring on September 2, 2024, in your records while it does not fall under refund criteria. Such discrepancies can arise from the way banks log transactions, especially when processing times vary.

We understand that this process can feel complex, and we want to make it as smooth as possible for you. If you believe specific transactions are missing from your refund, we kindly request that you provide an updated bank statement highlighting those transactions. This will help us verify each one individually for you.
To be accurate and precise, we suggest you request your Bank to include the exact timestamp when the transaction was created and finished as we do it in the bank statement provided to you.

To respect your privacy and adhere to GDPR regulations, we cannot discuss private transaction details on public forums like AskGamblers. However, we are more than happy to assist further through direct communication at contact@spinsamurai. You are welcome to share information publicly yourself at a any stage if you find it helpful for clarification on the forum.

We hope this clarifies any confusion, and we are dedicated to resolving this issue for you as efficiently as possible. Your satisfaction is important to us, so do not hesitate to reach out if you have any further questions.

Best regards,
Spin Samurai Casino

Hi,

I have compared my bank statements with spin samurai casino list and 5780 e is correct number. Not 3970 . I will put in attachment their list and as you can see, it is 5 780 e all together. Before I asked for self exclusion, I have deposited 1200 e. (For some reason I cannot attach it here but I will send you @ask gamblers in email.

Dear @SANANA05,

Thank you for your cooperation. We will be awaiting the bank statement and highlighted transactions to proceed with your case.

Should you need any further assistance, please don’t hesitate to reach out.

Best regards,
Spin Samurai Casino