ShadowBit Casino - Player's account has been restricted.

I had been playing at shadowbit for a month or so winning and withdrawing to credit card was normally within an hour or so but then... I won a lot and they cut withdrawl limits to 750 a day lol then I won more and tried to withdraw but they say there pending for a week then the log me out and when I try log in it says your country is restricted WOW no chat option no reply to the 50+mesaages email bounce straight back.. I'm at a loss to what I should do or how I get my balance of $5500 plus tournament winnings please help

Dear jesseandrews23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Could you please advise when exactly you made the last successful withdrawal? Have you accumulated your winnings with or without an active bonus? When did you create your account and when was it closed?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi.

Thank you so much for your help.

Although we are not a restricted county they all of a sudden decided to exclude NZ..

Last successful withdrawal I believe was on the 01/06/23.

I never used bonuses no.

Account opened sometime in May and access lost over two weeks ago now.

The kick in the guts is that they (shadowbit) still send me emails about bounus offers etc but cannot even reply to emails.

I really hope you can help. In past cases like this what has been your experience in the player recieving there winnings?

Regards, Jesse

Thank you very much for your reply, jesseandrews23. Unfortunately, some casinos have not been very cooperative in resolving similar cases. Nonetheless, we always try our best to help if we believe that the player has been treated unfairly.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There has been no communication... They have no live chat there email address is invalid and bounces back I've tried everything but they have just vanished. I have friends around the world who play there and they two have been kicked out so I'm guessing it's every player. They must hold millions of dollers of people's money how is this not a criminal offence in there countrys? Can you contactact dama n. V. There owner.. This is fraud

I understand. You mentioned in your initial message that you find the information that your country is restricted while trying to log in. So, could you please post here (or forward me) a screenshot of the error message you see when you try to access your account?

Thank you very much, jesseandrews23, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you.

Hi Branislav.

Since shadowbit is owned and operated by Dama n.v can we not deal with them directly? Surely over the years you must have had many dealings with this operator and have a form of contact information for them? Is this an avenue you can look into?

Regards, Jesse

Hello.

Any updates? I have sent you an email with no response either? Cold case 😭😭

what a kick in the teeth.. They have the nerve to still send me current promotional emails grrrrrr PLEASE HELP I haven't heard from any one there in ages

What

Hello, Jesse,

Thank you for your emails.

I am sorry to hear about your unpleasant experience, and I am sorry for the delay (unexpectedly out of the office for a few days). I will contact the casino and try my best to resolve the issue as soon as possible.

As for your question regarding the casino's owner - it depends on the casino. There are different people responsible for particular casinos or groups of casinos, and I will contact them.

Now I would like to invite ShadowBit Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear ShadowBit Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi Jesse A*****s,

We apologies for this inconvenience, we are working on returning your deposits.

Could you please share with us your bank details so we send over your remaining balance?

Best regards,

The Shadowbit team.

Hey Jesse,

What we would need is the following info:

Account holder's name: X (full name)

Account holder's email: X 

Account holder's physical address: X (city, street, building)

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

Account number + BSB: X

SWIFT (or BIC): X

Can you please provide that so we can process your payment?

When will this be processed please? This is alot of money that not only myself but my family have been desperately been waiting for and relying on for way to long now. Please..

Branislav?

Greetings all,

Thank you both for your replies and updates.

Dear Jesse,

Although the casino stated your remaining balance will be sent to your payment method, it also mentioned only returning your deposits, and it could be a significant difference. It is unclear from the casino representative's posts how much it is and whether the casino confiscated anything of your winnings.

Dear ShadowBit Casino team,

You mentioned that you are working on returning the player's deposits but also the remaining balance.

How much is it, please? Has any portion of the player's winnings/balance been confiscated? If yes, why? What is the estimated time frame to process the payment?

I am afraid there are still questions that have not been answered yet, and therefore, allow me to repeat them.

"Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Basically, if the amount that the casino should pay to the player is lower than the disputed amount (his balance + additionally the winnings from the tournament) and anything of his winnings/balance has been confiscated, we need to know a reason and see the evidence supporting your claims and the casino's decision. Alternatively, if there was a lower amount of funds in the account than the amount in dispute, it would be great to see the necessary data and account details to confirm this.

Of course, if the casino processes the withdrawal of the player's entire remaining balance without confiscation, consider my questions irrelevant and, please, just provide us with the estimated time frame for the transaction. In that case, there is no need to provide us with additional information.

PLEASE ShadowBit representative Please do the rite and moral thing and pay me my $5500 nzd plus 1st place tournament winnings. I am a hard working family man, I work 7 days a week alot of the time never seeing my wife or two little children and this money for us rite now is a MASSIVE deal and would mean the world to us. Please, I beg you have some form of morality and know this is not a game this is people's life's here.

Hello Jesse and Branislav,

Let me inform you that the refund has been processed last Friday, 28.07.2023.

Best regards,

The Shadowbit Team.

Unbelievable, thank you. And the amount?

Thank you, ShadowBit team, for the update.

Dear Jesse,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you if it has not yet.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Since we likely will not be provided with any accurate information, let's wait for the payment.

Please let us know as soon as you receive the payment, and inform us about the amount.

Looking forward to hearing from you.

Branislav and the team at casino guru you have done it!!!! I cannot believe they actually paid!!!!! Thank you thank thank you you are all AMAZING!!! Payment received today (less the tournament winnings) xox

What great news, Jesse!

I am glad you have received your funds. However, I am not sure if I understand your last post correctly.

So now, only one important question remains - would you please like me to proceed with resolving the case and try to find out what happened with the winnings from a tournament, or can I consider the case resolved and close it?

I would love the tournament winnings yes please investigate further

Dear ShadowBit Casino team,

Could you please take one more look at the player's account and check the winnings from a tournament?

What tournament are we talking about? Did he gain any winnings? What happened with those winnings?

Hi Branislav and Jesse,

We will look into this and let you know about the next steps.

Best regards,

The Shadowbit Team.

Shadowbit, you have been fair so far let's finish this off with the upmost respect for your players and the proof of your moral compass. Please can I have my 1st place tournament winnings. I believe it was €150 or €200...

Thank you both for your replies.

Dear Shadowbit Team,

Feel free to let us know about any news regarding the winnings in question.

We are looking forward to hearing from you.

Hi Jesse,

Hope your are doing well.

Unfortunately the tournament was voided once we decided to close down the casino brand and it did not finish by its scheduled time.

We did reach out to each player multiple times to let them know that the brand is closing and that they should cease playing and withdraw their money before the 30th of June.

We do see that you have received and opened up the emails but you did not request for your funds to be withdrawn.

We have been fair and have done the right thing and have returned your $5500 NZD even after the casino closure, unfortunately there are no tournament winnings to be paid.

We wish you all the best.

The Shadowbit team.

Haha yes you emailed and told everyone to withdraw but then locked the casino and players from all over the world (I asked 3 friends who play from 3 different countries) and we all got the same message "your county is restricted" which was very deceptive. And the tournament had finished... So no moral compass or empathy really then. I debt owed dosnt just expire it just compounds..

Casino guru? Is this where we throw our hands up?

Thank you for the updates.

Dear Jesse,

Considering the facts that your complaint was initially submitted with the disputed amount of 5,500 NZ$ and the winnings from a tournament were just mentioned somewhere without any exact information about their amount, and that the casino's claims make sense and it is not possible to check the necessary information because the casino is closed, to be honest, in this case, I would be glad and happy that I received the disputed funds from a closed casino. We are talking about one of the casinos which did not have problems with paying their players. We have more experience with closed casinos that stopped responding completely after the closure, and their players are likely waiting for their disputed funds until now.

Based on all the information provided above, if you needed me to continue resolving the winnings from the tournament, I would also need more details from you. It is not enough to only claim something.

Can you please provide me with all the emails and communication where the casino informed you about its planned closure and recommendation for withdrawing your funds from the casino?

Are you able to provide me with screenshots or evidence that could support your claims about the completed tournament, and that there were winnings in your account from this tournament?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

If the casino's explanation was enough for you, you agree with the solution, and we can consider the complaint resolved - please let me know and the complaint will be closed as resolved.

Thanks Branislav.

Unfortunately I did not take screenshots of a tournament that I won (who would lol)

I greatly appreciate all your efforts and am not expecting shadowbit to come to the party on this one.

Happy for you to close case.

Again thank you for you help you have been amazing

Thank you too, Jesse, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. I will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, ShadowBit Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru