Samosa Casino - L'account del giocatore è stato bloccato.

Hello opened an account and deposited € 20. Then I played and got free spins. Suddenly I got the message Account blocked. Then I turned to an employee in the chat. He said I had a self-lock in another casino. He talked to the manager who said I'll get my money back. So I emailed all the documents you wanted. No money back until today. I always ask in the chat because I should wait 7 days. I've been waiting for 2 weeks. I wonder how I open an account anyway if I blocked one at another casino and how I could deposit and then block it quickly when I get free spins. Hope you can help me because it sucks brutally. Kind regards, Heiko W ***

Hallo habe ein Konto eröffnet und 20€ eingezahlt. Habe dann gespielt und Freispiele bekommen. Auf einmal kam die Meldung Konto gesperrt. Darauf wandte ich mich im Chat an einem Mitarbeiter. Der meinte habe in einem anderen casino eine Selbstsperre. Er redete mit dem Manager der sagte ich bekomme mein Geld zurück. Also sandte ich alle Dokumente was sie wollten per email zu. Bis heute kein Geld zurück bekommen. Ich frage immer im Chat da heißt es solle 7 Tage warten. Ich warte bereits 2 Wochen. Ich frage mich wie ich sowieso ein Konto eröffnen Konto wenn ich in einem anderen casino eine sperre hatte und wie ich einzahlen konnte und dann schnell sperren wenn ich Freispiele bekomme. Hoffe Sie können mir helfen weil es nervt brutal. Mit freundlichen Grüßen Heiko W***

Dear Heiko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked list of N1 Interactive Ltd (casino owner) brands, and this is what I found https://n1-casinos.com/.

Could you please advise if you have closed any accounts, or requested a self-exclusion in the past from any of those, abovementioned casinos? If yes, could you please forward any relevant communication to petronela.k@casino.guru?

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

Additional comments from the player:

"Yes had a self-exclusion in one or more sister casinos. But I didn't know that this casino was one of them. After I was able to successfully register and deposit I assumed that I could play."

Additional comments from the player:

"Ja hatte in einem oder mehreren Schwestern Casino einen Selbstausschluss. Aber wusste nicht das dieses Casino dazu gehört. Nachdem ich mich erfolgreich anmelden konnte und einzahlen konnte ging ich davon aus das ich spielen konnte."

What was the reason why you've self-excluded yourself from other sister casinos? If there's any relevant communication, please forward it to me.

Additional comments from the player:

"Hi there

I got banned from several N1 Group branded casinos because I never won anything on the other sites. That's why I had myself permanently banned from the Neon Casino, among others. But I didn't know that Samosacasino belongs to the N1. After I had a self-exclusion I thought that I couldn't register in any n1 Group casino. I logged on as normal with my usual data.

With best regards

Heiko W *** "

Additional comments from the player:

"Hallo 

ich habe mich in mehreren Casino der Marke N1 Group sperren lassen, da ich auf den anderen Seiten nie etwas gewann. Deshalb hatte ich unter anderen im Neon Casino mich dauerhaft sperren lassen. Aber ich wusste nicht das Samosacasino zur N1 gehört. Dachte nachdem ich einen Selbstausschluss hatte das ich mich in keinem casino der n1 Group registrieren kann. Ich meldete mich ganz normal mit meinem üblichen Daten an.

Mit freundlichen Grüßen 

Heiko W***"

Thank you very much, Heiko, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Heiko.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Samosa 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’.

Hi Heiko,

My name is Kenneth i m Somosa's representative here. Firstly we are sorry for the inconvenience. Please contact me directly on kenneth@samosacasino.com I will take this matter in personally to see it resolved asap.

Thanks in advance and we apologise again for the long wait.

Hello Heiko.

The casino team has informed us that the case was resolved. Please, could you confirm their statement?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your problem got resolved.

I am closing the complaint as 'resolved', now.

Best regards, Jozef

Casino.Guru