SambaSlots Casino - A conta do jogador foi encerrada.

my account are closed. when I ask, what is the reason support send me theirs terms. I do not know where I made mistake, support do not answer.

I made registration and after big winnings I withdrawal successfully 20000 euro (account verified).

Then casino asked me one more verification (I made live photo of document and live photo of my face).

After few days they blocked my account.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Can you please clarify the dispute value (€110000)? Was this the remaining balance in your casino account before you lost access to it?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I played slots, when account was closed I had 110000 (may bay 109500, but around 110k) euro balance. Not all winnings was accumulated with bonus, but some part was.

Thank you very much for your reply, DarkoC. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

We have a long conversation, but the gist of it will be in one screenshot.

here screenshot where they said that account are verified

then they ask to pass additional verification (where I just need to make again live photo of face and live photo of my id document)

then the result you can see on this screenshot:

and when I am asking about reason they paste only this message:

Dear DarkoC,

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, Stefan (stefan.m@casino.guru). 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,

Kristina

Dear DarkoC,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from SambaSlots Casino to join this conversation and assist in addressing the complaint.

Dear SambaSlots Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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,

Kindly be informed that we acted in full compliance with our T&C. Relevant evidence has been sent to CasinoGuru on Feb 3, 2026.

Best regards,

SambaSlots Casino Team

Hi Samba casino. I hope casino guru will help to resolve this situation. Can not understand how my account was blocked and what is the reason. After I complete wager I started to withdraw money and also do not stopped to gamble. Playing different slots games my balance was grown from 20000 euro to 110000 euro, not with few spins, I gambled every week, made I do not know how much, but I think about 1 000 000 euro wager. I do not understand what one moment you asked to complete verification one more time and closed account. hope casino guru can review this situation and resolve it..

Dear SambaSlots Casino,

I have responded to your email and will be awaiting your reply.

Dear DarkoC,

I would like to let you know that our communication is ongoing outside of the complaint thread. I will let you know about the outcome as soon as we have a conclusion. Your patience is much appreciated.

Thanks, I hope for any information, can not understand what was the problem here

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 DarkoC,

I hope this message finds you well.

I would like to let you know that, based on our review, we have not identified any issues with your gameplay or behavior in your casino account, and therefore we are currently on your side in this matter. However, we are still working to resolve the issue with the casino representative outside of the complaint thread.

We will keep you updated as soon as we receive any new information.

I'm in a really bad. I don't want to share everything that's been going on with me since then. But I'm terribly depressed.

I hope casino will make another review of this situation

Thanks for help

Hi there,

Please be advised that the player has breached paragraphs 3 and 11 of our Terms & Conditions. We have already provided additional supporting evidence to CasinoGuru for their review.

Kind regards,

SambaSlots Casino Team

Dear SambaSlots Casino,

Thank you for your response.

Based on the information and evidence provided, we do not identify any issues with the player’s behavior or gameplay. Therefore, we kindly ask you to reconsider your position and proceed with paying the player’s winnings.

Thank you for your understanding.

I read your post, casino guru, and I feel such relief. I can't describe in words how I feel after winning a balance of 100,000 euros. It's truly a dream for many gabmblers. But now my dream it is just to receive this winnings. And then, as I already wrote, the account was closed... it's hell.

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 DarkoC,

After reviewing the additional evidence, we regret to inform you that we must agree with the casino’s decision. It appears that there was an issue related to the KYC (Know Your Customer) process, and under these circumstances, we are unable to request or enforce the payout of the funds. We can only recommend that you contact the relevant regulator directly for further assistance.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is always here and ready to support you.

Kind regards,

Stefan

Casino.Guru