Shotz Casino - Player's funds are delayed and account remains open.

Subject: Complaint Regarding Irresponsible Gambling Practices at Shotz.com

Dear Casino Guru Complaints Team,

I would like to file a complaint against Shotz.com, operated by FarUp Services Ltd (license numbers: HKT000090 and HKL000463, issued by the Estonian Tax and Customs Board).

Between 2–5 May 2025, I deposited a total of €3,680 to Shotz.com via Zimpler, in a very short period of time and in escalating amounts. Despite the clearly risky behavior and significant financial activity, the casino did not intervene, verify my identity, or provide any responsible gambling tools, such as deposit or loss limits, self-assessment options, or spending alerts — all of which are required by Estonian gambling regulations.

Additionally, I had previously self-excluded from several other online casinos and contacted Shotz.com on 4 May via chat and again on 5 May via email requesting the return of funds and closure of the account. Despite this, my gambling was allowed to continue. The casino has since delayed their investigation, stating it may take 30 days. However, as of today, no final decision or refund has been made, even after the Estonian Tax and Customs Board confirmed they would not handle the case further.

I am attaching a detailed list of the transactions and bank statement if needed. Please let me know where to send these documents securely.

I kindly request your assistance in resolving this case and holding the operator accountable for failing to protect vulnerable players.

Thank you for your time and support.

Dear 365_563,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shotz Casino.

I checked the casino's responsible gambling section here: https://www.shotz.com/fi/vastuullinen-pelaaminen

Please allow me to ask you a few questions so I can better understand the situation.

• Have you requested any of the responsible gambling tools specified in the responsible gambling section to be activated on your account?
• Have you requested a self-exclusion due to gambling addiction from the casino?
• Could you please share the communication from the casino regarding the investigation of the case?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Shotz Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@shotz.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Casino Guru Team,

Thank you for your attention to my case.

I confirm that I am willing to permanently close my account at Shotz.com due to gambling-related problems. However, I also need help recovering the funds I deposited between 2–5 May 2025 (total €3,680 via Zimpler), as these transactions resulted from compulsive gambling and a lack of sufficient responsible gambling tools on the operator’s side.

I would appreciate your support in encouraging the casino to both refund the deposits and permanently block my account, so I can move forward safely.

Thank you again for your assistance and for giving players like me a voice.

I apologize, however, for us to request a refund from the casino due to failed player protection, we would need to be convinced that the casino should have protected you.

If you haven't informed the casino about suffering from any gambling problems or can't prove it, we can't conclude that the casino should have protected you.

Please let me know if there is any evidence supporting your claim; otherwise, the complaint will be closed.

Dear 365_563,

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.

Due to the player deleting their Casino.Guru account, the complaint cannot continue and will be closed.