The player from Germany requested a withdrawal two weeks prior to submitting this complaint. Unfortunately, it was taking longer than expected. The player confirmed that his withdrawal has been received before we invited the casino to the thread. The complaint is resolved.
ShadowBit Casino - Player’s withdrawal has been delayed.
Amount: €900
ShadowBit Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Casinoguru team,
I recently tested Shadowbit Casino and made a deposit with a deposit bonus. Of course, I informed myself in advance about the bonus conditions in order to comply with them. After successfully playing through the bonus, I was able to request a payout of 900 euros on November 27th, 2022. I quickly uploaded my verification documents so the process would not be delayed. The next day the withdrawal was canceled as the casino insisted on another document. I'm supposed to take a picture holding my ID card with a note that says "Hello Shadowbit Casino+current date". I uploaded this and requested a new payment. The document has been confirmed, however the payout is unchanged since 11/28/2022. Withdrawal method corresponds to the deposit (crypto wallet). I contacted support via the contact form, but received no response. I then contacted the live chat several times (at least 7 times) due to the long payout waiting time. I was always put off that it could take a while and I had to wait ("The payout is being checked"). I wonder what is being checked for so long. Today is the 12th day and the withdrawal has still not been processed... . I'm starting to get the feeling that the casino isn't serious and won't pay out, even though it belongs to the Dama NV group. I just can't get any further at this point... .
Would it be possible for you to contact the casino and clarify the situation? I would be very happy to receive any kind of feedback.
Thank you for your help and you great helpful website!
Kind regards
Pavel
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1 year ago
Dear Pawelss,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you received confirmation about successful account verification already?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
Hello,
thank you very much for quick reaction. I have uploaded all the required documents that were needed + these have all been confirmed (see screenshot). The rejected documents are merely documents that the casino says are not required. The chat assured me that my account is verified and that everything is ok.
This is my first payout at this casino. I have already tried other casinos of the Dama NV group and the payout was always processed a day later.
The casino can't help me with the withdrawal so I contacted casinoguru in the hope that the withdrawal would be processed. On Monday December 12th it is exactly 14 days. The payout is done via crypto, like the deposit, which shouldn’t really be a problem.
Feel free to contact me anytime if you need more data or screenshots.
Thanks very much!
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1 year ago
Thank you very much, Pawelss, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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1 year ago
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Hello Casinoguru Team,
small update. The withdrawal has still not been processed. I contacted the live chat several times during this time. I still get the same answer: "The payout is still under review and they cannot tell me when the amount will be paid out". According to the live chat statement, my request was forwarded to the casino manager, who takes care of my request that I should contact the live chat again at a later date... . I then waited and contacted the live chat several times. Every time I got the answer that my request has not yet been processed. I also took screenshots if they should help. Unfortunately, today is already the 14th day. I would be happy to be kept up to date. Thank you and have a pleasant rest of the week!
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1 year ago
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Hello,
I received the payment today, thank you very much!
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1 year ago
What great news!
I am sorry for the delayed reply. Thank you, Pawelss, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we 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.
Best regards,
Branislav, Casino.guru
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