Spin Samba Casino - La cuenta del jugador ha sido bloqueada.

The casino is: spim samba. (Not the one I have put) I have made several deposits totaling about € 1700 without my account being verified. I managed to recover part € 850 and in my account I have € 850 withdrawable and after submitting a complaint by email, the managers have decided to close my account and now I cannot withdraw my money. I have sent several e-mails and spoken with support and there is no way they will unlock it

El casino es : spim samba . (No el que he puesto ) He realizado varios depósitos un total de unos 1700€ sin estar mi cuenta verificada. Conseguí recuperar parte 850€ y en mi cuenta tengo 850€ retirables y tras poner una queja por email , los gerentes han decidido cerrar mi cuenta y ahora no puedo retirar mi dinero. He mandado varios e-mail y hablado con soporte y no hay manera de que me la desbloqueen

Dear Csrbky,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise what was the complaint about? Have you completed your account verification successfully?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, the reason for my complaint was because I deposited € 600 in 1 hour without even having the account verified, the regulation says that you cannot more than € 150 without being verified ... Previously I had deposited a lot more money ... I wrote an email asking for explanations why I had been able to make those deposits without being verified ... Then I deposited € 300 more ... And I managed to recover part. But when I made the complaint they closed my account. And I had € 850 to be withdrawn and I cannot access it

Hola, el motivo de mi queja fue por que deposite 600€ en 1 hora sin nisiquiera tener verificada la cuenta , el reglamento dice que no se puede más de 150€ sin estar está verificada... Anteriormente había depositado bastante dinero más... Escribí un correo pidiendo explicaciones por qué había podido realizar esos depósitos sin estar verificada... Luego deposite 300€ más.... Y conseguí recuperar parte. Pero al poner la queja me han cerrado la cuenta. Y tenía 850€ para ser retirados y no puedo acceder a ella

Thank you very much, Csrbky, for your reply. Could you please advise where have you found the rule regarding the obligatory verification? 

Hi, on any page of the gaming delegation as on all casino pages. The problem that I suppose will be a regulation of Spain and this casino although it accepts players from Spain is not from Spain.

Buenas , en cualquier página de la delegación de juego como en todas las páginas de casino. El problema que supongo que será una reglativa de España y este casino aunque acepte jugadores de España no es de españa.un saludo

Exactly, as you stated, Spin Samba Casino doesn’t hold Spanish License hence, this rule doesn’t apply. Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies.

Do I understand correctly that you account with active balance of €850 has been blocked before you ever completed KYC verification? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Thank you in advance for your reply.

That's right, my account was closed with € 850 and before they closed it I verified my account.

Así es , mi cuenta fue cerrada con 850€ y antes de que la cerrasen verifique mi cuenta.

I’m sorry Csrbky, was your account verified successfully? 

They replied to the email that it was in the process of verification ... Which is not fair that I deposit € 900 and they close my account the moment I get my money back, neither fair nor legal

Me contestaron al correo de que estaba en proceso de verificación... Lo que no es justo que deposite 900€ y me cierren la cuenta en el momento que consigo recuperar mi dinero, ni justo ni legal

Thank you very much, Csrbky, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Csrbky.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Spin Samba Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Crsbky.

Please, could you confirm the casino statement?

Be aware that in case you fail to provide us with specific information in the given time frame, we will close the case as 'resolved'.

Since we haven’t received any further response from the player we consider the case got 'resolved’.

The player can reopen this complaint anytime.