Spin Samba Casino - La cuenta del jugador ha sido cerrada con fondos retrasados.

I would like to file a complaint against the Spinsamba online casino.

I was a registered user of your platform and, after experiencing gambling problems, I repeatedly requested that my account be permanently blocked.

This request was not addressed at the time, which caused me significant financial losses.

The casino subsequently granted me partial compensation in the form of a balance, which was clearly insufficient in relation to the damages I suffered. I expressed my disagreement and received no response from Spinsamba.

Now, despite my account being blocked and the platform inaccessible from Spain, I recently received an email from Spinsamba notifying me that I have a pending balance of €6.89, which I cannot use or withdraw due to the aforementioned restrictions.

I have sent a formal complaint directly to the casino requesting a refund of this balance to my bank account (providing the IBAN), giving them a period of 15 calendar days, but they have not responded or shown any intention to resolve the matter.

For all these reasons, I request Casino Guru to intervene as a mediator so that Spinsamba can return my outstanding balance of €6.89 and, if applicable, consider possible additional compensation for the damages caused.

I've attached the email I received from the casino notifying me of the balance, as well as the complaint I sent them and any other information that might be helpful.

Quisiera presentar una reclamación contra el casino online Spinsamba.

Fui usuario registrado de su plataforma y, tras haber experimentado problemas de juego, solicité en reiteradas ocasiones el bloqueo definitivo de mi cuenta.

Dicha solicitud no fue atendida en su momento, lo cual me ocasionó pérdidas económicas significativas.

Posteriormente, el casino me otorgó una compensación parcial en forma de saldo, que resultó claramente insuficiente en relación con los daños sufridos. Manifesté mi disconformidad y no obtuve respuesta alguna por parte de Spinsamba.

Ahora, pese a que mi cuenta permanece bloqueada y la plataforma no es accesible desde España, he recibido recientemente un correo de Spinsamba notificándome que tengo un saldo pendiente de 6,89 €, el cual no puedo utilizar ni retirar debido a las restricciones mencionadas.

He enviado una reclamación formal directamente al casino solicitando la devolución de este saldo a mi cuenta bancaria (aportando el IBAN), otorgándoles un plazo de 15 días naturales, pero no han respondido ni mostrado intención de resolver el asunto.

Por todo ello, solicito la intervención de Casino Guru como mediador para que Spinsamba me devuelva el saldo pendiente de 6,89 € y, en su caso, estudien una posible compensación adicional por los perjuicios ocasionados.

Adjunto el correo recibido del casino donde se notifica la existencia del saldo, así como la reclamación que les envié y cualquier otra información que pueda ser de utilidad.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Regarding the balance of €6,89, since it has an expiration time of 7 days, it is most likely a bonus balance. Can you please confirm this information?

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

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Dear seergiomooroo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.