SambaSlots Casino - Ο λογαριασμός του παίκτη έχει κλείσει με κατασχεμένα κέρδη.

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.

Dear YULIIASAT,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards

Martin

Dear parties,

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.

Dear YULIIASAT,

we were contacted by a casino representative, who has described the issue to us in further detail. There seems to be an issue with your passport - would you be willing to provide us a photo of your passport, so we could conduct our own investigation?

Dear YULIIASAT,

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,
Martin
Casino.Guru

Dear parties,

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

Dear casino representative,

thank you for your cooperation so far. I have sent you an email, please check your inbox.

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.

Hi there,

Player has breached our T & C. Relevant evidence has been sent to CasinoGuru for review.

Kind regards,

SambaSlots Casino Team

Dear casino representative,

thank you for providing us with further clarifications.

Dear YULIIASAT,

thank you for your patience. Could you please send us the original bank statement file, ideally the PDF downloaded directly from your online banking, without editing, converting or compressing it?

Hi

I sent email at [email protected] and attached original bank statement.

YULIIA

Dear YULIIASAT,

I can confirm I have received your message. Could you please confirm whether the bank statement was downloaded directly from the issuing bank without any editing, conversion, screenshots or compression? If any changes were made before uploading, please describe them.

I will also follow-up with further questions later. Thank you for your cooperation so far.

Hi

I downloaded it directly from my bank 10 July 2026 and immediately attached it to email and sent.

Martin , if You do not like this bank statement , maybe I need to send bank statement from another bank ?

I have same address on all my banks.

Also I have official Residence Permit - issued my Belgian government.

Dear YULIIASAT,

thank you for your patience, I have sent you an email.

Dear Casino Representative,

Thank you for your patience while we evaluated the case.

The player has offered to provide an alternative bank statement, preferably from a Belgian bank, together with her Belgian residence permit.

Before requesting these documents, could you please confirm whether your compliance team would be willing to review a new, independently issued set of documents and reconsider its decision based on the outcome? If concerns remain, would the casino also be willing to conduct live video verification?

Please note that, while we are not dismissing the concerns you have raised, based on the evidence currently available, we are unable to fully side with the casino at this stage.

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.

Hi there,

We would like to inform you are willing to review a new set of documents.

The player will need to provide an alternative government-issued identity document, a bank statement issued by a different bank, as well as a new selfie.

We would also like to emphasize that we do not conduct real-time customer verification (live video).

However, if the customer submits all of the required documents, we are prepared to reconsider the case.

Kind regards,

SambaSlots Casino Team

Dear casino representative,

thank you very much for your reconsideration and further cooperation.

Dear YULIIASAT,

thank you for providing your Belgian residence permit, utility bill, and Volet.com statement.

The casino has specifically requested a statement issued by a bank other than Monobank. As Volet.com is an e-wallet rather than a bank, could you please provide an original recent statement downloaded directly from another bank, preferably a Belgian bank?

Please also provide a newly taken selfie while holding your Belgian residence permit. Send both files in their original form without editing, conversion, or compression.

If you are unable to provide a statement from another bank, please explain why, and we will clarify whether the casino can accept another independently issued document instead.