Spin Samurai Casino - プレイヤーの撤退は遅れており、解決されていません。

this site is making constant excuses to not do my withdrawal they have canceled my request for 5 days now with reasons of first they don’t do visa, so bank transfer done than declined for apparently adding my initial of my middle name as is on account 2nd technical problem than claiming I but a space in my bsb, when I never did now saying it’s weekend but it’s Friday, my vip manager contact me claiming to sort it out and credit me $40 Which I will not play but and now never answer my calls and reply’s to emails with not even sorting out my problem, they have now tried to push it over to the weekend to give them a break of my complaining

Dear Melanie_0909,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you currently have any pending withdrawal requests in your account?

Have you filled out your payment information correctly as suggested in one of the emails, where the casino explained to you why your withdrawal request was canceled?

Have you made any successful withdrawals from this casino before?

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

Veronika

hi Veronica

thankyou for getting back to me

I have had successful withdrawal from this site before back a year ago, since than there has been new managers and realised this has happened since they have taken over,

1st withdraw cancelled cause through visa so i did a bank transfer

2nd cancelled cause of my middle name initial which is on my banking theat was not a problem to proceed

3rd was about to clear in 2 hours and thats when received the call saying it won’t be processed cause of the initial, but that was already cancelled the night before she quickly got off saying she will look into and credit me $40 free money and that’s when there was a technical problem and got canceled once off the phone I asked for a call back even a email and nothing

4th they say bsb and account isnt correct cause I apparently put a space between BSB numbers Whick I never did

instead of telling me exactly how to do it that’s when I received email saying over the weekend now but it was Thursday evening

5th I put through again bsb in the bsb section then account number in the account section, with no space when I reread yhe live chat it said to put all in one in the account section with no space which it’s not stated anywhere or was told to do that in the previous 3 emails there is a section for bsb and a section for account

they could have explained in the email before but didn’t, they said to leave it and not touch it while it’s still pending, the option to cancel is there I could have re did it than and have it processed obviously them knowing it will be declined

I realised if I wait than it will be Friday and still have time to clear, knowing it will be declined of course cause I didn’t put the bsb and account together in the account section

I canceled it at today re did it exactly the same way and took a photo and video of putting all the details exactly the way they have said I spoke on live chat and yo process as the fault was done with the technical issue and now was told that it will take up to 7 days to receive from the usual 24 hour wait after the 24 hour pending period

I have screenshots of the emails conversations with manager and also the live chats they all show the excuses the reasons and u can just tell straight way what there intentions are

i have the withdrawal pending now and still in the 24hour wait but was told that will be longer cause it’s over the weekend now that was in the last live chat which I have photos of

They also just rejected it again saying I filled it in incorrectly placing the bsb and account details together as I was told to do once again I have the msg to prove it this is the exact way they asked me to do it

Thank you for the clarification. Has your most recent withdrawal request been canceled again? Have you made sure to enter all the necessary information correctly? Is the payment method you chose for your withdrawal fully verified?

If you have any further communication between you and Casino Support, please forward it to me at veronika.f@casino.guru, or post the screenshots directly to this thread.

it has finally been finalised, even though the same withdrawal request was done correctly the same way 3 times prior, but having the proof on a photo and video doing it definitely pushed the process to go ahead

Dear Melanie_0909,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru