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I submitted a withdrawal request on 05/03, where I was informed that the withdrawal had been successfully carried out. I contacted them when the amount hadn't been deposited in my account, and a support staff member told me to get in touch with my bank. I asked her for a proof of the transfer, and she said she didn't have access to it but told me to wait for 2 hours.

I reached out again, where another representative told me to get back to them after 24 hours as they were awaiting a response from their department.

When I contacted them again, the status of my payment had already been changed to 'cancelled'. My account is fully verified, but until now the money hasn't been deposited either into my platform account or my bank account. I spoke with the department once more, and they said they were waiting a response from their finance team. It's already been more than 24 hours and they haven't provided a proper response.

Fiz uma solicitação de saque dia 05/03 aonde informaram que o saque tinha sido realizado com sucesso, entrei em contato pois o valor não caiu na minha conta e a menina do suporte pediu para mim entrar em contato com o banco. Solicitei para ela o comprovante da transferência a mesma informou que não tinha acesso, mas que eu aguardasse 2 horas.

Entrei em contato novamente aonde outro atendente pediu para mim entrar em contato com 24 horas pois estava aguardando o retorno do setor.

Entrei em contato novamente aonde a situação do meu pagamento já tinha mudado para cancelado. A minha conta se encontra verificada, e até o momento o dinheiro não caiu nem na conta da plataforma nem na minha conta bancária. Entre em contato novamente com o setor e eles informaram que estavam aguardando o retorno do financeiro . Aonde já se passou mais de 24 horas, e não dão o retorno devido.

Hello alanesoares32,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Samba Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request

Looking forward to your answer.

Regards,

Nick

I spoke today on March 7th, and the answer is the same as there is no return from the financial sector.

I didn't use bonuses. My account was verified on the same day 05/03

Falei hoje dia 07.03, e a resposta é a mesma que não tem retorno do setor financeiro.

Não usei bônus. A minha conta foi verificada no mesmo dia 05/03

Thank you alanesoares32 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you alanesoares32 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

Hello alanesoares32

Thank you for sharing your experience with us. We apologize for any inconvenience and want to assure you that we are committed to resolving all of your concerns to ensure your satisfaction.

We verified in our system that your initially canceled withdrawal request has already been duly paid on 03/08/2024.

If you have any other questions to discuss, or any queries, we are available for direct contact via our Customer Service line available on the website, or via email suporte@sambabet.com . We want to ensure your concerns are addressed efficiently.

Your satisfaction is our priority. We are dedicated to continually improving our services, and your experience is crucial to this process. Thank you for sharing your concerns and we hope this helps.

Yours sincerely,

SambaBet support team.

Olá alanesoares32

Agradecemos por compartilhar sua experiência conosco. Lamentamos qualquer inconveniente e queremos assegurar que estamos comprometidos em resolver todas as suas questões para garantir sua satisfação.

Verificamos em nosso sistema que sua solicitação de saque inicialmente cancelada, já foi paga devidamente no dia 08/03/2024.

Caso tenha alguma outra questão a se discutir, ou quaisquer dúvidas, ficamos à disposição para um contato direto através da nossa linha de Atendimento ao Cliente disponível no website, ou através do nosso e-mail suporte@sambabet.com. Queremos garantir que suas preocupações sejam abordadas de maneira eficiente.

Sua satisfação é nossa prioridade. Estamos dedicados a melhorar continuamente nossos serviços, e sua experiência é crucial para esse processo. Agradecemos por compartilhar suas preocupações e esperamos ter ajudado.

Atenciosamente,

Equipe de suporte SambaBet.

Dear alanesoares32,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.