Spin Samurai Casino - Rest of refund

Good Day SANANA05,

Thank you for reaching out and sharing your concerns. I understand how frustrating this situation must be, especially when you're expecting a resolution after what has already been a stressful experience.

After a thorough review of your account, we can confirm that the total deposits made between your request to close the account and when it was actually closed amounted to 3,970 EUR. I want to reassure you that this entire amount has already been refunded to you.

I understand this may not be the outcome you were hoping for, and I completely appreciate how important this matter is to you so if you have any further questions or need clarification, we’re here to help and support you through this process.

Thank you for your understanding, and please don’t hesitate to reach out if you need anything else.

Kind Regards,
Spin Samurai Casino

Dear Spin Samurai Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statement. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Spin samurai casino says that I have made only 3 970 e deposits from the moment I requested self excluding.  Here is again all screenshots of SUCCESSFULLY paid deposits for spin samurai in that period , from 30.08. until 01.09. Amount is way bigger than 3 970 e. What other evidence do you need? C an you please clarify that? Do you want me to send screenshots for all deposits separately? But it is lot of them, I can try to put it in 2 emails? Those all were successful! If you don't trust me, ask spin samurai casino to give me access to my account only for 5 minutes and I will make you sure that I have made all that deposits and they all were successful.  On their list ( of my deposits) that they sent to me , there is no 01.09. at all and you can clearly see on my bank statement that I have made deposits on that date.  On their list there is no 01.09. at all. And you can clearly see that on my bank statement is 01.09. also. And list that spin samurai casino send it to me, with no 01.09. And much less deposits from 31.08. I would kindly ask to get access to my acc on spin samurai so I can see my payment details. Or access to my account to Ask gamblers operator, so someone can see that I really deposited that money. I really don't know what else do you need except all this bank statements , I told you, I can send you every transaction separately so you can see that all that transactions was successful.

Good Day SANANA05 and Ask Gamblers Representative,

I will be sure to email you with the relevant information and evidence of the situation as soon as possible.

If you require any further assistance, please do not hesitate to contact us

Kind Regards,
Spin Samurai Casino

Ok, thank you. I hope I will hear soon from you.

Dear SANANA05 and Ask Gamblers Representative,

We have thoroughly reviewed this request with the relevant departments, and following our investigation, we found that between the time the account closure was requested and the actual closure was completed, deposits totaling 4,780 EUR were made. Specifically, 3,970 EUR were successfully deposited, while 810 EUR were unsuccessful.

Successful deposits are those we received on our end, and unsuccessful deposits refer to amounts we did not receive. As we received 3,970 EUR from you, we have refunded this exact amount. Since the 810 EUR of unsuccessful deposits were never received by us, we are unable to process a refund for that sum. Please note that your bank will return the unsuccessful deposits within 5-7 business days.

We trust this response addresses all of your concerns and we are always open to help you.
Best regards,

Spin Samurai Casino

It is been more than 7 business days and I still didn't get anything from bank and I am sure that I have played with that money. I provide you all my bank statements, it is clearly more than 810 e difference. Can I get access to my account on spin samurai to assure you that I deposited all that money? I am still not agreeing with you! Do @ask gamblers want to provide them all my bank statements in pdf so you can see that my counting is correct? I have also contacted my bank, there is no money that I should receive from them, all of deposits were successful!!!

My bank never charged any of unsuccessfully made deposits.

Dear SANANA05 and Ask Gamblers Representative,

Thank you for bringing this matter to our attention, and we appreciate your patience.

Following our Privacy Policy, we are unable to share any player's data with third parties, including Ask Gamblers. As such, we regret that we cannot disclose your information in this instance.

Regarding the closure of your account, please note that it was deactivated as part of our responsible gaming procedures, and we are unable to reinstate access to it.

We kindly request that you contact us directly at contac­t@s­pin­sam­ura­i.com, so we can address your concerns internally and assist you with your needs.

We look forward to receiving your email.

Best regards,

Spin Samurai Casino

I have shared my bank statements with Ask gamblers . If you cannot give me access to account, you can at least email me pdf file of my transaction history. And I will gladly share it with Ask gamblers also, same as my bank statements. This is becoming ridiculous. I have sent you, and to Ask gamblers also my complete bank statements from both debit and credit card , it is clearly that I have made much more deposits than you claim, I don't know what else to do. My evidences are clear, you @spin samurai are just sending same emails. Please, email me in pdf transaction history.

Dear SANANA05,

To assist you with your data request, you may contact contac­t@s­pin­sam­ura­i.com along with a picture of your ID and we will be able to assist you with that request.

If you require any further assistance, please do not hesitate to contact us.

Kind Regards,
Spin Samurai Casino

I got documents from Spin samurai, they are not matching with my bank statement. I am 1000000% sure that I deposited all that money from 30.08. until 01.09. ,they are saying opposite and reject all obvious evidence . I am really disappointed. This is so unprofessional. I have strong evidence for every deposit I made, I provide it to Spin samurai and Ask gamblers also, I don't know what else to do . I couldn't corrupt statements from bank.... I am telling the truth but this is becoming joke.

Dear SANANA05 and Ask Gamblers Representative,

We understand this situation may be frustrating, and we assure you that we are addressing your concerns with the utmost seriousness. In response to your GDPR request, the data provided represents accurate transaction records, maintained in strict adherence to all applicable legal and regulatory requirements.

Casino management has compared the transaction list extracted from your Spin Samurai casino account to your bank statement and we are unable to find any discrepancies there. Please could you open your bank statement and highlight the transactions that are under the question. We will then be able to send it to the relevant team for further investigation.

We are hoping for your cooperation.

Sincerely,
Spin Samurai Casino

You cannot find any discrepancies? That would be great, because that means that you are gonna refund me rest of my funds. I really don't have time to do it again. I opened every single transaction and make screenshot of them, I sent it to you at least 10 times. You have access to my complete bank record and it is obviously more than you are refunded me, I know that I was playing much more money after requesting closure of account than before. All the dates are clear on my bank statement. This is all from me. I cannot do it anymore. I was playing on 01.09. and there is no any transaction on your list for that date. Also, for 31.08, all deposits from credit card were made that day.... This is just ridiculous.

Dear @SANANA05,

The AskGamblers Complaint Team is kindly asking you to provide your bank statement and highlight the transactions that are under the question.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

Ok, I will find time to do that.

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

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 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

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.