SambaSlots Casino - La cuenta del jugador ha sido cerrada debido a restricciones.

I deposited 423 euros at the casino and later realized that I shouldn't have registered because the casino listed Germany as a restricted country in its terms and conditions (see screenshot of terms and conditions).

The casino responded to my negative review on Trustpilot.com by saying that this shouldn't have happened.

Furthermore, the casino has confirmed in its response to my negative review that player accounts registered in Germany will be blocked after a withdrawal request and the withdrawal will be canceled because Germany is listed as a restricted country in the casino's terms and conditions.

At the casino, you can register and make deposits from restricted countries, such as Germany, but if you request a withdrawal, the withdrawal will be canceled and the player account will be blocked, as the casino itself admitted in its response to my negative review of the casino.

The casino also refuses to refund the stakes.

I therefore request a refund of the deposit.

Ich hatte im casino 423 Euro eingezahlt und später festgestellt, dass ich mich nicht hätte registrieren dürfen, da das Deutschland in seiner AGB, siehe Screenshot, Deutschland als eingeschränktes Land aufgeführt hat,siehe Screenshot von AGB.

Das Casino hat auf meine negative Bewertung bei Trustpilot.com geantwortet, dass das hätte nicht passieren dürfen.

Ausserdem hat das Casino nachweislich in der Antwort meiner negativen Bewertung gegenüber dem Casino bestätigt, dass das Spielerkonto, welches man aus Deutschland registriert hat, nach einer Auszahlung Anfrage gesperrt wird und die Auszahlung storniert wird,da Deutschland in der AGB des Casino als eingeschränktes Land aufgeführt wird.

Bei dem Casino kann man sich aus eingeschränkten Länder, wie Deutschland, registrieren und Einzahlungen tätigen, bei einer Auszahlung Anfrage wird aber die Auszahlung storniert und das Spielerkonto gesperrt wie es das Casino selbst in der Antwort auf meine negative Bewertung gegenüber das Casino zugegeben hat.

Das Casino verweigert auch die Rückzahlung der Spieleinsätze.

Ich fordere deshalb die Einzahlung zurück.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SambaSlots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account currently blocked?
• Was the 423€ amount played down, or is it withheld on your player's balance?
• Have you contacted the casino at the email referred to in their public reply? What response have you received?
• Could you please share with me your subsequent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomasz,

Here are the answers to the questions:

Is your account currently blocked?

Yes

Has the amount of €423 been played down or is it being withheld from your player account?

Everything was lost, but if I had won and requested a withdrawal, the casino would have refused my withdrawal and blocked my player account, as the casino itself has verifiably confirmed.

Have you contacted the casino using the email address provided in the public response?

What answer did you receive?

The casino responded to my negative review on Trustpilot via Trustpilot.

I also contacted the casino via its public email address, but received no response. I'm attaching the screenshots.

Hallo Tomasz,

Hier die Beantwortung der Fragen:

Ist Ihr Konto derzeit gesperrt?

Ja

Wurde der Betrag von 423 € heruntergespielt oder wird er von Ihrem Spielerkonto einbehalten?

Es wurde alles verspielt, aber hätte ich gewonnen und eine Auszahlung beantragt, hätte das Casino meine Auszahlung verweigert und das Spielerkonto gesperrt, wie es das Casino selbst nachweislich bestätigt hat.

Haben Sie das Casino über die in der öffentlichen Antwort angegebene E-Mail-Adresse kontaktiert?

Welche Antwort haben Sie erhalten?

Das Casino hat auf meine negative Bewertung bei Trustpilot über Trustpilot geantwortet.

Ich habe das Casino auch über die öffentliche Email Adresse kontaktiert, aber keine Rückmeldung. Anbei die Screenshots.

Thanks for your reply.

Since your balance has been played down, I am afraid we might not assist you with requesting a refund.

We accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. By the same logic, players who risk their funds and lose are not eligible for a refund. Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Since you confirmed the balance was played down, we don't have a basis to request a refund on your behalf.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.