SambaSlots Casino - Аккаунт игрока был неожиданно закрыт.

I register at the casino and make a deposit of €200 (when I check my statement I realize they use fake customer codes for clothing purchases, not gambling).

The next day, when I tried to log in to play, I was told it had been blocked by an internal decision. (Attached screenshot)

Perhaps it's because they operate illegally in Spain, without a license, using false client codes to evade controls and taxes.

Me registro en el casino y hago depósito por valor de 200€( que al comprobar extracto me doy cuenta que usan código de clientes falsos de compras de ropa y no juego de azar).

Al día siguiente al intentar acceder para jugar me dicen que se ha bloqueado por decisión interna. ( Adjunto captura de pantalla)

Quizás se deba a que operan ilegalmente en España, sin título habilitante usando códigos de clientes falsos para eludir controles y evadir impuestos.

Hello Curritokira,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SambaSlots Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if you are self-excluded in any casino related to SambaSlots?
• Did the casino mention anything about the refund of your money?
• Do you still have any real money balance on your casino account?

Looking forward to your answer.

Regards,

Nick

Hello Nick.

I am not self-excluded.

They don't respond to my emails and I'm not sure how much balance I had.

If you need any more evidence, let me know.

Kind regards

Hola Nick.

No estoy autoexcluido.

No responden a mis correos electrónicos y no sé con certeza cuánto saldo tenía.

Si necesitas alguna evidencia más dime.

Saludos cordiales

Hello Curritokira,

Please forward all the communication between you and the casino (even if they did not respond) related to this case to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Thank you Curritokira for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Curritokira,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite SambaSlots Casino to join the conversation.

Dear SambaSlots Casino,

I would appreciate your explanation of why the player's account was closed without providing them with any valid reasons. While I understand that casinos have the right to close player accounts at their discretion; however, it is essential that all financial obligations (if there are any) are settled beforehand. If this decision was made due to any rule violations, I kindly ask you to share any evidence of such breaches at michal.k@casino.guru

Also, I would like your confirmation if there were any funds left in the player's balance prior to closing their account.

We would like to ask the 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’ which may negatively affect its rating.

It's unfortunate, Mochal. However, thank you for your help. We tried.

Es lamentable Mochal. No obstante gracias por tu ayuda. Lo hemos intentado,

Dear Curritokira,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Although SambaSlots Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of SambaSlots Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the casino:

Hi there,

The account was closed following an internal review, and there is no remaining balance. The player was informed accordingly.

Best regards,

Samba Slots Complaints Team

Dear Curritokira,

Is this explanation sufficient for you?