SambaSlots Casino - Счет игрока закрыт, а выигрыш конфискован.

Hello

My name is YULIIA

I made a deposit to Samba Slots and received welcome promotion bonus.

I played my favorite slot : casino zeppelin reloaded and won approx. 6700 EUR after wagering requirement was met.

Casino requested verification. I uploaded my Residence Permit, however it was not accepted. After that I uploaded my passport. 

At the end I received email from Samba Slots Casino:

Hello,

Greetings from Samba Slots! 

Due to a breach of our Terms and Conditions, as a final and non-negotiable penalty, the account has been permanently closed by our Security and Compliance department.

It has been done in accordance to section Fraud , which you may view at your convenience here: https://www.sambaslots.com/terms .

As a result, the remaining balance on the account has been confiscated in accordance with our policies.

Please bear in mind that following all of this, you may not be onboarded as a customer due to a commercial decision.

Understandably, you may have not expected this outcome, thus, we have informed you of the details and appreciate your understanding in this matter.

We wish you a pleasant rest of your day and remain at your disposal.

Kind regards,

Titania

Samba Slots Support

I do understand what was the problem, I did not breach any terms and conditions of Casino.

Please investigate my case.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have you registered with accurate, verifiable personal information?
• Were any documents you submitted approved to your knowledge?
• Could you please share with me your communication with the casino regarding the issue in the form other than plain text? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I registered 24 March 2026. My profile blocked 27 March 2026.

How did you learn about your account being blocked?

I received email from SambaSlots support

Have you registered with accurate, verifiable personal information?

Yes, of course.

Were any documents you submitted approved to your knowledge?

I don't know. The casino verification system works like this: you receive a link, then upload document using link, and then wait. I received a link three times, and uploaded my documents three times. After third time I received email from SambaSlots that my account " the account has been permanently closed by our Security and Compliance department."

I forward my emails to your email.

Thanks for the detailed explanation and for the information shared via email.

• Could you please specify the country you reside in currently?
• Have you registered using the address as indicated on your residence permit?
• Could you please confirm that you accessed the casino without using any VPN service, to your knowledge?

Looking forward to your reply.

Hi

question 1

I currently reside/live in Belgium.

question 2

Yes , of course. Belgium address.

question 3

without VPN

Hello YULIIASAT,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear YULIIASAT,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello YULIIASAT,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the SambaSlots Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

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.

Dear YULIIASAT,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.