Spin Samurai Casino - Невиправдані затримки та закриття облікового запису через 1 запит на зняття Ethereum

Since November 25th, I've encountered significant issues with Spinsamurai. After initiating a 1 Ethereum withdrawal, I waited 24 hours, then another day. Without explanation or prior request, my account was abruptly closed. This highly frustrating experience suggests an attempt to avoid resolving the withdrawal issue.

Despite no changes to my banking or crypto addresses, I've been forced to undergo a full KYC process again. I've provided over 500 identification documents daily, and after threatening legal action, they've claimed to have received all necessary documents but are delaying verification. This tactic is clearly intended to stall the process.

I demand immediate resolution of my withdrawal request and restoration of full account access from Spinsamurai

the worst part is the original reason for delay was they couldn’t withdraw my crypto back to the address I had deposited to them with they said only by bank account now I had withdrawn from my bank when I first kyc and also my deposit ethereum address was my binnance and they refused to credit me it in the currency which is illegal

Dear jonathondahl,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve faced with Spin Samurai.

To better understand your case and assist effectively, could you please provide the following details?

• Withdrawal Attempt: Have you received any specific explanation from the casino as to why the withdrawal to your Ethereum address was not processed?
• KYC Process: Could you clarify which documents you’ve already submitted, and have they provided any feedback about missing or incomplete documents?
• Communication History: Do you have any email correspondence or messages from the casino detailing their reasoning for the account closure or their refusal to process the withdrawal in Ethereum?

Please forward any other relevant communication and screenshots, including proof of your deposit, withdrawal attempt, and KYC submissions, to my email at petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and advocate on your behalf. Without your input and the necessary documentation, we won’t be able to thoroughly investigate the issue or assist you effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I didn’t respond as they messaged me Friday after I posted this asking for crypto address.. I contacted everyday asking about withdraw they just messaged and asked me for kyc again after I already was fully verified they just are trying to not pay me all the screenshots show I’ve contacted

My account was already kyc plus I sent my

car license with selfie holding license

forklift license with selfie holding license

bank statement

they took 2weeks so the first one expired I had to send a current one (so extremely ridiculous as it was there fault )

a Fine from the police and I had to be holding it

a bill with address

my crypto wallet I deposited with

my bank account which wasn’t even the currency I requested

not to mention no details had changed I was withdrawing to bank already on system

also my account was closed and blocked after I continually complained about the fact I supplied kyc and no details have changed they will never re open

all to make it impossible for me to withdraw and should’ve only had to send my crypto address as kyc but they refused to withdraw to eth even though it was my currency

They just came back to me and told me my proof of address doc is to old but I sent a doc dating October 2024 like how can my account go from kyc to not kyc I then re do everything and am told I am approved now they are asking for more proof of address cause my old doc was out of date how can October 2024 be out of date?

Thank you very much, jonathondahl, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you jonathondahl for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spin Samurai Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Good Day jonathondahl and Peter.

I hope you are having an amazing day so far and we appreciate your patience while looking into this matter for you.

I can see that there were some verification issues with the account as we needed valid Proof of address. I can also confirm that the account was closed due to a suicide threat made by jonathondahl. We take suicide threats very seriously and followed our process here in this case and had to close the account and block it.

I can, however, confirm that the withdrawal has since been approved on the 3rd of January 2025.

I hope this information helps and if you require any further information, please do not hesitate to ask.

Kind Regards,

Spin Samurai Casino

Thank you for the update Spin Samurai Casino representative.

Dear jonathondahl, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear jonathondahl,

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.

I still have not received full amount they sent me my balance I deposited not my winnings of 1 ethereum I expect my remainder and I honestly am so depresssd by this hole situation

Also the main concern they have blatantly ignored everytime

they virtually owe me the max claimable on the cash back bonuses I was daimyo so to make it easy they should just pay my cash back at max rate

The primary concern they have consistently overlooked is that they owe me the maximum claimable amount on my cashback bonuses. To simplify matters, they should just pay me the cashback at the highest rate.

I wagered 50 Ethereum in a single day, which means I'm entitled to 25% cashback. I was also on track to win a top position in the cash tournaments.

I need them to provide my complete betting history in Ethereum so I can calculate the total amount they owe me. They closed my account after I reached out to them multiple times about my withdrawal, citing their support as incompetent. I even mentioned my frustration, and they shut down my account claiming it was due to gambling addiction. My account should’ve never been closed the day after I placed a withdrawal request and wasn’t even wagering any of my winnings



Thank you for the update

Dear Spin Samurai Casino representative, could you provide us with a confirmation of the transaction from the 3rd of January 2025? You can either provide it here or to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Good Day jonathondahl and Peter.

I appreciate your patience while looking into this matter.

Unfortunately, I am not able to share the information to you Peter but I can advise the last ETH deposit was made on 2024-04-17 of 0.012700000 ETH and we have refunded the amount of 0.350002057 ETH.

jonathondahl, in order to assist you with the list of these transactions, we would require you to contact contact@spinsamurai.com along with your ID and we will be able to share this information with you.

I hope this information helps and if you require any further information, please do not hesitate to ask.

Kind Regards,

Spin Samurai Casino

No they are Lieing they can sort it out now whilst the complaint is open I tried contacting over two times a day me and spin samurai both have each others transcripts.. they will never sort it I tried multiple times also I want the 1ethereum in my account or you can give me 18% of 71 ethereum I wagered if you do not grant this you should grant the amount before I wagered any of the amount towards cash back which was 1ethereum in my account

They need to supply there so called claim as I never asked they unlawfully shut my account without me saying todo so therefore I lost all balance and comp winings and all rebate they need to compensate as this is I feel intentional to stop me from accessing winnings and having too high of rtp for their profit

They need to supply evidence

Thank you for the update Spin Samurai Casino representative.

Dear jonathondahl, would you be able to contact contact@spinsamurai.com along with your ID so the casino can share the information with you? I believe you can provide us with it afterwards but you will need to acquire it yourself. Thank you in advance for your cooperation!

Yeah I have they are not giving the info

Dear Spin Samurai Casino representative, if the information won't be provided to us or the player, we will be forced to close this complaint as unresolved due to insufficient evidence from your side. Thank you in advance for your cooperation!

Good Day jonathondahl and Peter.

I hope you are having a great day so far and my apologies for the wait in response.

I have found a data request for you jonathondahl but this request is asking for your betting history. To my understanding, you needed your transaction history. Is this correct? If so, could you please send a follow-up email confirming that is what you are requesting as we would need it in writing?

Looking forward to your response.

Kind Regards,

Spin Samurai Casino

I requested bet history so why havnt you sent it ? Send what I requested

why are you even responding on here you havnt actioned my request let alone updated me, I requested what was required as I need bet history for my Cashback I’m owed

Like I wagered $220,100.00 as ethereum was trading at $3300 the day I bet on the one machine and my vip level I was due for 18% on wagered amount

sorry I left out I wagered 71 ethereum and it was trading at $3300 that day which equals 220.100

Good Day jonathondahl and Peter.

I hope you are having a great day so far and my apologies for the wait in response.

I can see we have contacted you recently regarding your request. Please respond so that we get that information to you as soon as possible.

Kind Regards,

Spin Samurai Casino

I sent you the information I requested in written form you are supposed to send it

Good Day jonathondahl and Peter.

I hope you are doing well.

I can confirm that the information has been sent.

If you require any further information, please do not hesitate to ask.

Kind Regards,

Spin Samurai Casino

I just received the doc today I will email my history

Dear jonathondahl,

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.

I sent you the document like a week and a half ago

mailto:peter.c@casino.guru

Dear jonathondahl, thank you for providing me with the information and I apologize for the delay in response. I will review the additional data and get back to you. Thank you for your patience during this time!

??

Dear jonathondahl, I apologize for the delay. After an internal review of your complaint with my team, we have decided to reject your complaint. Any cashback bonuses and tournaments you may have had winnings from are a benefit from the casino you are not entitled to after the closure of your account. Only real money funds are to be returned which the casino already confirmed. We believe the casino acted accordingly to the situation that arose due to your suicidal threats and we will subsequently reject your complaint. Thank you for your understanding.

I would also recommend utilizing our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Kind regards,

Peter