SambaSlots Casino - Spillerens udbetaling er blokeret, og kontoen er begrænset.

Hello Casino Guru Team,

I am reaching out for assistance regarding an unresolved issue with Samba Slots.

Despite having fully complied with their stated KYC/AML requirements as outlined in their Terms & Conditions, my withdrawal has been blocked and my account remains under unnecessary restrictions.

Here are the key points of my case:

I have provided my verified government ID and selfie.

I have submitted a bank statement and Swish transaction proving my phone number is directly linked to my personal bank account.

I have provided screenshots from my iPhone confirming the number is registered to my device.

My payment methods have already been verified.

However, Samba Slots continues to insist that I must provide a phone bill in my father’s name, as the mobile subscription is under a family plan. This is not only irrelevant to my account, but also an unreasonable invasion of my father’s privacy, as he has no connection to my gaming activity.

Their own Terms & Conditions clearly state that acceptable proof of address includes:

A recent utility bill, OR

An official government-issued document, OR

A bank statement.

Nowhere does it state that a phone bill in someone else’s name is required.

I have also offered alternative solutions, such as SMS or phone call verification, which would immediately confirm that I am the legitimate user of the registered number. These offers have been ignored.

I have all correspondence, transaction IDs, and documentation saved and can provide them if needed.

I kindly ask Casino Guru to step in and assist me in resolving this matter fairly. At this point, Samba Slots’ demands appear to go beyond their own policy and may serve as an excuse to delay or block withdrawals.

Thank you for your support.

Best regards,

Joakim ****

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.

• Was there any other personal information other than your phone number connecting you to your bank account? Was this information shared with the casino?
• Have you used this bank account to make deposits to the casino?
• Is the ownership of the phone number the only obstacle in completing KYC and enabling withdrawals, to your knowledge?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, 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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Tomas, please see you mail inbox.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much Tomas!

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear SambaSlots Casino,

Could you possibly provide additional information regarding the verification and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hi Romi thanks for taking my case. Have you been able to see take part of every document I have sent to the casino, as well as the conversation between me and SambaSlots? I have forwarded them to Tomas and let me know if you would like me to send them to you as well!

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,

The account remains under review pending completion of the verification process. The player has been informed of the required documentation.

Kind regards,

Samba Slots Casino Team

Thank you, SambaSlots Casino, for the update.

Dear user,

Please provide all the required documents and inform us about the progress.

Thank you.

Best regards,

Romi

Thank you for the update.

I would like to clarify that I have already submitted all required documents according to Samba Slots’ own Terms & Conditions, including:

• Verified ID and selfie (front and back, clearly visible).

• Bank statement showing my name and linked account.

• Swish transaction screenshot directly connecting my phone number to my personal bank account.

• iPhone screenshot showing that the registered number belongs to my device.

• Verified payment method documents (used for both deposit and withdrawal).

• Full transaction ID and withdrawal confirmation from September 10th (€935).

Despite this, the casino continues to insist on a utility/phone bill in my father’s name — only because my number is part of a family plan. This document request is not mentioned anywhere in their KYC/AML policy and is both irrelevant and intrusive toward a person not connected to my gambling account.

I have also offered multiple alternative solutions, such as:

• Verification via direct phone call or SMS code to the registered number.

• Allowing them to contact the telecom provider if necessary.

All my submitted documents already prove that the number belongs to me and that my identity, residence, and payment methods are legitimate.

I therefore kindly ask the casino to explain exactly which part of their Terms & Conditions allows them to demand a family member’s personal document, when all of my provided materials already satisfy the listed KYC requirements.

I really want to reach a closure of this situation as soon as possible without sending sensitive information about my father which is exposed in the phone bill you are demanding.

Hi there,

As stated in our Terms & Conditions (section 3.9), we may request additional documents when needed to complete our standard verification and compliance checks.

Thank you for your understanding and cooperation.

Kind regards,

Samba Slots Casino Team

Hello,

Thank you for your response.

I understand that Section 3.9 of your Terms & Conditions allows you to request additional documents if necessary to complete verification. However, this clause cannot be used arbitrarily to demand documents unrelated to the player’s identity or financial activity — especially not documents belonging to a third party who is not connected to the casino account.

I have already submitted every document required by your published KYC policy, including:

• Verified ID and selfie

• Bank statement and Swish transaction directly linking my phone number to my account

• iPhone screenshot confirming that the number is registered to my device

• Verified payment method documents

• Withdrawal transaction details (€935 on September 10th)

All of these documents verify my identity, residence, and ownership of the number registered on my account.

Asking for a utility bill in my father’s name is not only unnecessary, it also violates the basic privacy principle that a casino should not request documentation belonging to someone who is not a player.

If your team insists that this document is required, please explain which specific regulation or licensing guideline from Curaçao eGaming justifies such a request.

I remain cooperative and open to any legitimate verification method — including a phone call or SMS verification — but I cannot and will not provide someone else’s private documents for my own account.

Romi please give us your expertise on this topic.

Hello Romi, I am writing this to check on the progress of my complaint. It has soon been over a month since my account got blocked and withdrawal denied. 

It is very sensitive and against the law in Sweden to provide other peoples bills, as personal info of a third party is exposed. I have offered alternative solutions to verify my phone number, like them giving me a phone call or SMS verification (which is used when entering the site which is very ironic!). 

I believe that Sambaslots is demanding this document to longer the process, in hopes that I surrender. But I won’t. It is really helpful showing the casinos true intent in an open forum like this, so other players be aware of the treatment of their costumers. 

I found samba slots on your site, back then they hade a good safety index and that’s why I decided to play. Now they are at a low rating and everyone knows you should avoid those at all costs. I am surprised that sambaslots aren’t more aware of the reputation of their casino. Solving complains transparent and fair shows the casinos true intent and will make more people play at their site.

Best regards

Worth mentioning is that deposited approximately ~10 times during the day of the withdrawal, and of course only questions arises when the withdrawal was made 🙂

Dear SambaSlots Casino,

I don't see why it is so necessary for the player to provide the one document you are still requesting after providing so many of them already.

Please explain it better to us.

Thank you in advance.

Respectfully,

Romi

I agree Romi, I’ve tried getting an explanation countless of times but they haven’t answered a single time. It’s obvious I’m using my phone number as it was used signing in etc. Bank statements, credit card pictures, photo ID and selfie were provided but not enough evidence for a KYC. I hope this casino end up on your blacklist, as this is fraud in its finest form.

Hi there,

We’ve reviewed the case and decided to make an exception. Our customer support team will contact the player directly.

Kind regards,

SambaSlots Casino Team

Thank you, SambaSlot Casino, for this information. I am glad you did.

Dear user,

Update us about the situation whenever possible, please.

Thank you all for your cooperation.

Best regards,

Romi

Thank you everyone involved. No money has yet been credited to my bank account but I will keep everyone updated as I just have made the withdrawal.

The account is for now open and I can play as usual. I will keep updating

After a stressful few weeks, I’m really happy to say that my issue with Samba Slots has finally been resolved!

I had trouble verifying my account because my phone number was under a family plan, but after reaching out to Casino Guru and staying patient, the casino reviewed my case again, reopened my account, and processed my withdrawal of €1,390 successfully.

Everything went through smoothly in the end, and I received the money in my bank account. Huge thanks to Casino Guru for helping to make this happen, and also to Samba Slots for finally resolving it the right way.

Very relieved and grateful that this is over and ended on a positive note!

Thank you Romi it would not been possible without you!❤

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear j123h,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi