Spin Samurai Casino - プレイヤーの撤退はキャンセルされました。

I try to withdraw my earnings via Bank Transfer and after a few hours they cancel the transfer and do not debit my account...

Tento sacar meus ganhos via Transferência Bancária e após algumas horas cancelam a transferência e não debitam em minha conta...

Dear Aline,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise whether you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Hi!

I couldn't make any withdrawals..., I've already made numerous withdrawals and all of them, after a few hours, are canceled and my balance returns to the game account. My winnings were all deposits I made, including several deposits. I was answered twice via chat and on these two times I was asked to wait because they would be checking my problem. I asked how long I should wait and the answer was that they had no forecast. The thing is: deposits fall and my 2 min. and looting I can't do any. I also disputed why the withdrawal is so limited and the deposit is not. I look forward to your help.

Olá!

Não consegui fazer nenhuma retirada..., já fiz inúmeros saques e todos eles, após algumas horas, são cancelados e o meu saldo retorna à conta do jogo. Os meus ganhos foram todos por depósitos que fiz, inclusive, vários depósitos. Fui atendida duas vezes via chat e nessas duas vezes me foi solicitado que eu aguardasse pois estariam verificando meu problema. Perguntei por quanto tempo eu deveria aguardar e a resposta foi que não tinham previsão. A questão é: depósitos caem e meus de 2 min. e saques não consigo fazem nenhum. Contestei também o motivo de o saque ser tão limitado e o depósito não. No aguardo pela vossa ajuda.

Thank you for your reply, Aline. Could you please advise whether you successfully passed the KYC?

I don't know what KYC means

Não sei o que significa KYC

KYC (Know Your Customer/Client) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and proceeds the verification process differently, but in general, casinos require documents from players to verify their identity. Usually, some kind of ID and proof of address is required, but many casinos ask for proof of payment, or other additional documents.

Could you please advise whether you provided any documents to verify your identity?

No, I have not provided any documents to verify my identity. Only in the registration was requested the CPF number.

Não, eu não forneci nenhum documento para verificar minha identidade. Apenas no cadastro foi solicitado o número de CPF.

Thank you very much Aline for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Aline,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Spin Samurai Casino into the conversation.

Spin Samurai Casino, are you able to provide any insight into the issues the player is experiencing?

Thank you and I can't wait!

Grata e no aguardo!

Hello everyone! Julia from Spin Samurai here. 

Thank you Adam and Kristina! 

Dear Aline,

We are sorry for you to feel this way about our services! 

When you reached our customer support with the issue you faced - we were aiming from the beginning to assist at our best. Since we found out the problem appeared on the side of the payment provider the issue has been sent to this payment provider for proper investigation, as our team informed you. 

Unfortunately, we do not have a specific time frame but we're working on this issue as a high priority!

From what we can see at the moment, after the last withdrawal attempt was canceled by the system on Feb 08 18:53 UTC time - you have played your funds from Feb 09 03:55 UTC time. Unfortunately, all the funds were lost.

Even though, we still working on your issue to find out what happened there about withdrawal attempts to provide you with an update as promised. 

Please let me know if you have any further questions and I'll be happy to assist! 

Good afternoon Spin Samurai team!

I am no longer waiting for a resolution from you. Since more than a week nothing has been done! Yes, of course, I'm out of stock: 2,000.00 I had won..., such a delay in the resolution, you can quickly verify that. Anyway, don't worry about my problem anymore..., I won't be your customers anymore, because of the lack of consideration you had with me. Today I am a 1xBet customer..., I have already made several withdrawals on the first day of deposit and without any problem. Nothing! In less than 10 minutes the withdrawals were in my account. Now I feel happy respected as a customer. Have a good time and value your customers more. Totally dissatisfied.

Boa tarde equipe Spin Samurai!

Já não estou mais aguardando uma resolução vinda de vocês. Já que há mais de uma semana nada foi feito! Sim, claro, estou sem fundo: 2.000,00 que eu havia ganhado..., tamanha demora na resolução, isso vocês conseguem verificar rápido. Enfim, não se preocupem mais com meu problema..., não mais serei clientes de vocês, tamanha falta de consideração que tiveram comigo. Hoje sou cliente da 1xBet..., já fiz vários levantamentos no primeiro dia de depósito e sem nenhum problema. Nada! Em menos de 10 minutos os levantamentos estavam em minha conta. Agora sim me sinto feliz respeitada como cliente. Passem bem e valorizem mais vossos clientes. Totalmente insatisfeita.

Thank you for your response Julia and Spin Samurai Casino.

Dear Aline,

As you have stated you are no longer seeking a resolution to any issue with the casino and no longer have a balance to withdraw, there is nothing I can assist with any further in this case.

The complaint will now be rejected. I'm sorry I couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino.

Best regards,

Adam