SambaSlots Casino - Die Gewinne des Spielers wurden eingezogen.

I deposited €250 with a welcome bonus to Sambaslots. The bonus appeared in my balance and I was able to play. I managed to win and when I tried to withdraw I was able to withdraw the money, but quickly after the withdrawal attempt I got a message saying "balance deduction", and my balance went to zero. In addition to the money I won, they also didn't return my deposit.

"11. Unacceptable use of our Services

11.6. SambaSlots reserves the right to void any Bonus funds and winnings if a player is showing patterns of abusive promotional behavior across our network."

-These were the reasons for confiscating the balance, without further justification - this is a completely arbitrary decision. Attached is a picture of the email conversation with customer support

Talletin Sambaslotsille 250€ welcomebonuksen kera. Bonus ilmestyi saldoon ja pelaaminen onnistui. Onnistuin voittamaan ja nostoa yrittäessäni pääsin nostamaan rahat, mutta nopeasti nostamisyrityksen jälkeen tulee ilmoitus "balance deduction", sekä saldo meni nollaan. Voittamieni rahojen lisäksi, myös tallettamani jäi heiltä palauttamatta.

"11. Unacceptable use of our Services

11.6. SambaSlots reserves the right to void any Bonus funds and winnings if a player is showing patterns of abusive promotional behaviour across our network."

-Nämä olivat syyt saldon takavarikoimiselle, ilman sen enempiä perusteluja - kyseessä täysin mielivaltainen päätös. Liitteenä kuva sähköpostikeskustelusta asiakastuen kanssa

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Attila

Dear Lanttujake,

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.

I played one game, a slot called Zombie circus.

Only played with a 5e bet.

At least it says "verified" under KYC, so I would think the account is fully confirmed.

Thank you very much for your help!

Pelasin yhtä peliä, slotti nimeltä Zombie circus.

5e panoksella pelkästään pelattu.

KYC:in kohdalla ainakin lukee "verified", eli uskoisin tilin olevan täysin vahvistettu.

Kiitos paljon avustanne!

Dear Lanttujake, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Lanttujake,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru