SambaSlots Casino - El retiro del jugador se retrasa debido a la verificación de la cuenta.

Hello!

Played at sambaslots and recently won 2200 Euro.

My girlfriend also has an account with it and has played before and was blocked, and apparently that account belongs to me too even though it's hers.

We are going through a verification process where they apparently can receive our PDF from the bank with everything they need, i.e.

bank statement from specific account, her name, and selfies etc.

We need help with this!

with kind regards

Isaac

Hej!

Spelade på sambaslots och vann nyligen 2200 Euro.

min tjej har även ett konto hos det och har spelat tidigare och blev blockerad, o tydligen så tillhör det kontot mig också även fast de är hennes.

Vi håller på med en verifiering process där de tydligen intr kan ta emot våran pdf från banken med allt de behöver dvs

bank statement från specifikt konto, Namn på henne, och selfies osv.

vi behöver hjälp med detta!

med vänliga hälsningar

Isak

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino blocked your account as well?
• Could you please specify whether you and your girlfriend both played at this casino from the same household or using the same device (for example, a mobile phone or a shared computer)?
• Have you and your girlfriend both used the same payment method to deposit money into this casino?
• Have either of you activated any bonuses on your accounts?
• What types of games did you both play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Has the casino also blocked your account?

Yes, can't access my account

Could you please specify whether you and your girlfriend both played at this casino from the same household or using the same device (for example, a mobile phone or a shared computer)?

I don't think so, not from what I know!

Have you and your girlfriend used the same payment method to deposit money at this casino?

No, two different payment methods

Have any of you activated any bonuses on your accounts?

no bonus active

What types of games did you both play?

Slots, Blackjack, etc. but not on each other's accounts, only individually

Har casinot också blockerat ditt konto?

Ja, kommer ej in på mitt konto

Kan du vänligen specificera om du och din flickvän båda spelade på det här casinot från samma hushåll eller med samma enhet (till exempel en mobiltelefon eller en delad dator)?

Det tror jag inte, inte av vad jag vet!

Har du och din flickvän använt samma betalningsmetod för att sätta in pengar på det här casinot?

Nej, två olika betalnings metoder

Har någon av er aktiverat några bonusar på era konton?

ingen bonus aktiv

Vilka typer av spel spelade ni båda?

Slots, Blackjack osv men ej på varandras konto endast enskilt

Hello,

A little follow-up is coming here, they don't want to accept our proof she ordered from the bank.

They say they can only be a PDF while they are already one and that they cannot receive it.

Everything they want is in the proof and fixes everything they ask for...

Hope you can help us with this!

Kind regards,

Isaac

Hej,

lite uppföljare kommer här, de vill ej ta emot vårat bevis hon beställt från banken.

De säger att de endast får vara en Pdf medans de redan är de och att de inte kan ta emot den.

Allt som de vill ha står i beviset och fixar allt de frågar efter...

Hoppas ni kan hjälpa oss med detta!

Med vänlig hälsning,

Isak

Please note that we can assist only you with this complaint. We cannot investigate the issue for both of you, as we need to communicate directly with the owner of the casino account this complaint concerns. For this reason, I need details related to your account only, not your girlfriend’s account. If she is experiencing issues with this casino, she can submit her own complaint separately.

Please let me ask you the following:

• Do you have a bank statement issued in your name for the payment method you used to deposit money into the casino?

If you have any additional communication with the casino regarding the closure of your account, please forward it to me at veronika.f@casino.guru.

Hi Veronica,

Of course, I can try to fix an excerpt for myself.

Do you want me to send this?

Hej veronika,

Självklart kan jag försöka fixa fram ett utdrag för mig själv

vill du att jag skickar det här?

Hi follow-up,

I have my account statement now with everything that belongs to me and the payment method I used!

Hej uppföljning,

Har mitt konto utdrag nu med allt som tillhör mig och den betalningsmetod jag använde!

Hello Isakslots,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me the bank statement you sent to the casino for the verification of your account at veronika.f@casino.guru. Kindly include all the communication between you and the casino regarding the verification of your account as well, since I have not received any emails from you yet.

Additionally, please clarify whether:

• you used your girlfriend’s account to deposit money into your casino account, or
• your girlfriend used your account to deposit money into her casino account, and
• whether you regularly send money to one another.

My account has only been my money and me playing, they said that I have another account, that I don’t have

will mail you now!

I really need help with this case, like this is so much money for me and this doesn’t feel fair for the casino to do this against me.

what do you need I sent you everything but no answer in a few days.

please!

Please forward me the original emails, not just screenshots of your email conversations with the casino. Providing the full, uncropped communication is the only way to ensure a thorough and complete investigation and to speed up the resolution process. Thank you for your cooperation.

okay, I will send on it all the mails!

thanks for taking your time

Sent it all to you now, thanks for taking your time

Thank you for your email. Please note that according to the Terms and Conditions of SambaSlots Casino:

6.8 You are not permitted to use any payment method belonging, or registered to, a third party for the purpose of depositing funds to your account. This includes, but is not limited to, family members (includes spouses, children, parents, and other close relatives), joint accounts, and company or business accounts. Any deposits made in breach of this provision will be deemed invalid, and any subsequent winnings arising from such deposits will be considered null and void and subject to forfeit.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use the allowed payment methods only.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Thank you very much in advance for your reply and understanding.

Best regards,

Veronika