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Hello,

I am contacting you regarding my €50 withdrawal.

The withdrawal was rejected, and I was told that the €50 had been returned to my casino balance. However, I never saw the €50 appear back in my balance at any point.

At the time, I was playing using my third deposit bonus. The €50 I withdrew was a win from my second deposit, so it was separate from the funds I was playing with.

I have also contacted my bank, Wise, and they have confirmed via live chat that the money never reached them in the first place, so there was nothing for them to reject or return. I have screenshots of this conversation as evidence.

Although your system states that the €50 was returned to my casino balance and later played, I never saw those funds credited back to my balance. The balance I was using was from my third deposit bonus, not the returned €50.

Please investigate this matter thoroughly and provide a detailed transaction history showing exactly when and where the €50 was supposedly returned to my account, as I believe these funds are missing.

Thank you, and I look forward to your response.

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Dear Neddyyy16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your €50.

To better understand your situation and assist you more effectively, could you please provide additional information by answering the following questions?

• Can you confirm the date and time of your withdrawal request for the €50?
• Can you confirm the date and time of your third deposit to the casino?
• What method did you use for your deposit and withdrawal? (e.g., bank transfer, credit card, e-wallet)
• Please provide screenshots of your deposit and withdrawal history.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

I’ve uploaded all evidence and transcript avalibke

Theses tee the proof and evidence i have on my side thanks for your time

Dear Nedal,

Thank you for bringing your concerns to our attention. We understand why this situation would be confusing, and we appreciate the opportunity to review your account in detail.

After carefully investigating your account and reviewing the transaction and gameplay history, we can confirm the following:

• Your withdrawal request of €50 was submitted on 2026-07-01 at 09:12:05.
• The withdrawal was declined shortly afterward, on 2026-07-01 at 09:25:29, with the payment provider returning the reason that the card appeared to be blocked by the cardholder.
• Following the declined withdrawal, the €50 was automatically returned to your casino balance.
• We also reviewed your gameplay during this period. At the time the withdrawal was declined, you were actively wagering your third deposit bonus. Before the returned funds were credited, your playable balance had changed from €27.37 to €40.73 after a winning bet of €13.36. Immediately after the withdrawal was declined, your balance increased from €40.73 to €90.73, reflecting the automatic return of the €50.
• Your bonus wagering was successfully completed on 2026-07-01 at 09:42:21.756. After completing the wagering requirements, you switched games and continued playing with your real-money balance, the returned €50. According to the gameplay records, these funds were subsequently used during normal gameplay, with your final bet being placed on 2026-07-01 at 10:10:20.

We appreciate that you mentioned your communication with Wise. Based on our investigation, the withdrawal did not reach your payment provider because it was declined before the transfer could be completed. As a result, the funds remained within your casino account and were returned to your playable balance, where they were later used during gameplay.

Based on the complete transaction and betting history, we can confirm that the €50 was successfully returned to your casino balance after the withdrawal was declined and was subsequently used while playing.

If you would like to review the activity in greater detail, we will be happy to provide you with the detailed betting and transaction history showing the balance movements and gameplay associated with these funds.

Kind regards,

Yudith

SpinSamurai Customer Experience.

Dear Yudith,

Thank you for your cooperation and for providing a detailed explanation of how the €50 was credited back to the player's account.

Dear Neddyyy16,

Thank you for your patience.

The casino has provided a detailed explanation of the balance movements surrounding your €50 withdrawal. According to their records, the withdrawal was declined, the €50 was automatically returned to your real-money balance, and it was subsequently used during your gameplay. From what I can see, this is also consistent with the explanation you previously received from the casino's live chat support.

To help us verify this independently and resolve any remaining doubts, could you please post a screenshot of your betting history covering July 1, approximately 09:00 to 10:00?

In particular, please check whether your betting history shows a sudden increase of €50 in your balance around the time the withdrawal was declined. If that balance increase is visible in your own account history, it would confirm that the €50 was indeed returned to your casino balance before being used during gameplay, which would resolve this complaint.

I look forward to your reply.