ShadowBit Casino - Player’s account has been blocked.

hello, I created my account, deposited 200 euros to test it, but minutes later when I started playing my account was closed! and since then the casino refuses to refund my money!!!! used bonus, and went through the verification process

Dear denilson781,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it 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

It's been about 25 days since I created the account, and I don't know how to respond to verification, but I sent all the documents they asked for by email.

the games do not remember.

I had no gain. I could barely play, I talked to a friend, and he told me that casinos cross data with other casinos and cancel accounts if blocked in another casino, I don't know if that's what happened to me, but even so, that's enough to confiscate a player's deposit? who did nothing wrong!?

Could you please advise if you placed sports bets or you played in the casino section? Is there any relevant communication that you could forward, please?

only in casino

Thank you very much, denilson781, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 denilson781,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite ShadowBit Casino to join the conversation.

Dear ShadowBit Casino,

Can you please provide information on why the player's account got blocked?

If the information can't be shared publicly, please send them to michal.k@casino.guru

I got more information about the case, response from the casino: "You had activities in several of the casinos in our network and you were required to comply with the KYC requirement and you didn't pass. We considered that the account is not real and that is why your funds will be retained until the account is verified. Feel free to provide us with real KYC to prove the identity.", and that's true, I have dozens of accounts and dozens of them are verified

or I had no activity, and recently like 10 accounts were closed, but I went through the additional verification process and they refunded my money, only 3 I'm still in the verification process. but that doesn't seem legitimate to me. just with that suspicion to close an account and confiscate all the balance. even less in terms and conditions that only says abusive practices against casinos and means of payment.

Dear denilson781,

Did you create more accounts at ShadowBit Casino? If I understand it correctly, the casino KYC team is asking you to verify your account, (to verify yourself as a legit person) until this is done your funds will be retained until the account is verified. The KYC is an industry-standard process so I can only advise you to provide all the required documents to successfully finish the KYC process.

I created an account, and already contacted KYC.

We would like to ask the 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’ which may negatively affect its rating.

Dear denilson781,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient evidence of multiple accounts created by you within the company's casino network where in some accounts you have just amended some information in an attempt to trick the system that's why you have failed the KYC process.

As mentioned in the casinos T&Cs under Withdrawal policy:

12. WITHDRAWAL POLICY

12.2 The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity. In case you provide false or incomplete Personal Data, the withdrawal can be refused and the Player Account terminated, of which you will be informed by email. 

And 10. ANTI-FRAUD POLICY

10.2 The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

creating more than one account in order to get advantage from casino promotions;

providing incorrect registration data;

providing of forged documents;

any other actions which may damage the Casino;

Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

I can only advise you to create only one account and use only your own valid personal details.

I wish I could have been of more help. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal