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Shotz Casino Is Withholding My Winnings and Abusing the KYC Process

I’ve played at many online casinos, and Shotz Casino has been the absolute worst experience by far.

I submitted all of my verification documents—multiple times—including a full month’s bank statement. Days went by, and I was told it would take 24 hours. Then suddenly, my account was restricted. I reached out and got vague excuses and was eventually asked to answer a completely invasive list of personal financial questions, including my income, employment, property ownership, and more. On top of that, they demanded a full month’s bank statement for May—when May isn’t even over yet!

This is an obvious delay tactic to avoid paying out winnings. I won fairly and used my own money to play. I have FOUR bank accounts—it’s none of their business how I fund my deposits.

All of this has happened while I’m dealing with the upcoming third open-heart surgery for my baby, and mourning the loss of my grandmother who died yesterday!! I’ve never been this disrespected or mistreated by a casino in my life.

Shotz Casino is a scam. I will be reporting them to their regulator and posting this everywhere I can to warn others. Avoid this place at all costs.

Dear amandashepperd0209,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear amandashepperd0209,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Subject: Final Update – Shotz Casino Case Resolved, But Concerning Practices Remain

Dear Casino Guru Team,

Thank you for following up on my case. I would like to confirm that I did eventually receive my withdrawal from Shotz Casino. However, I believe it’s important to note some serious concerns regarding their conduct throughout the process — both for the sake of transparency and to help protect future players.

Although the funds were ultimately released, the casino made the process unnecessarily distressing by demanding invasive personal and financial information that, in my understanding, goes beyond what is reasonable or compliant with key principles outlined in Kahnawake Gaming Commission (KGC) standards, as well as general privacy protections. Specifically, they required details about my income bracket, employment status, property ownership, and sources of income — information that is highly personal and irrelevant to processing a standard withdrawal, especially when the deposit and withdrawal methods were fully verified and identical.

These demands were issued without proper justification, and their tone often disregarded the emotional strain I was under at the time. It felt more like harassment than responsible regulation. I worry about how others — especially vulnerable players — may be treated under similar circumstances.

While I am relieved to have received my funds, I believe this experience raises serious red flags about Shotz Casino’s practices, and I hope this insight is helpful for your team and your wider community of users.

Thank you again for your support throughout this process.

Sincerely,

Amanda S.

After that they refused to reinstate my account until I would give them the information they were asking for in the email I screenshot here

Dear amandashepperd0209,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru