Shazam Casino - Dispute over bet amount delays player's withdrawal.

On july 17 played a bonus with a huge playthrough the minimun withdrawl amount was 180.00 I had been emailing them since the next day because my withdrawl showed pending for over 6 days. today july 26 i received an email they were not paying because i bet 35 dollars on a game merlin riches i asked chat to show me proof at 1:30 am they said at first i could see my playing history . Then said i would have to contact finance to get proof i sent another email waiting for answere. i know i did not bet over a dollar on each spin i watched it carefully what do i do?

Hello Leslie51,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shazam Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Isn't it possible to check your betting history somewhere within your casino account? When was the last time you spoke to the casino and what was it about?

Please also understand that if you did bet over the maximum allowed limit, the casino has the right to confiscate your winnings as it is a breach of terms and conditions.

Looking forward to your answer.

Regards,

Nick

Thank you for responding I was verified a couple of months ago I tried to find my play history in the casino and all I could find was where the coupon was redeemed for the free spins and the amount that I requested to withdrawal it first says manager approved then says request withdrawal denied I'm sure I did not spend $35 when I requested the withdrawal I had 263 I think I may be a few dollars off but if I was spending $35 to spend it would have been way higher than that I spoke to chat at around 2:00 a.m. this morning and they said that I was denied because I spend $35 a spin I know that's not accurate I asked her to show me proof she said it first I could find it in my transition history when I asked her to show me where to find it she said I would have to talk to the finance company I've emailed them and I have no response to just yet thank you for getting back to me have a great day

I hope you can resolve this issue for me I did the complete play through at $1 spend no more didn't go over $10 I know that was the maximum that can be spent I feel they're just trying not to give me my money I'm verified but I've never gotten a withdraw before it took him forever to verify me even though I sent it on my documents at the requested time I requested a Bitcoin withdrawal thank you Leslie

I was able to track my playing history with Merlin riches I clicked on the game and hit the home button and it took me to the menu where it showed my plane history that's what Chad said to do today just a few minutes ago but when I clicked on it it only goes back to 719 2023 it doesn't go any further than that and every spin was under a dollar up until that point that I cannot see any further they keep saying I spent $35 but have not shown me proof yet I emailed support Finance and ask for proof and they have not responded yet thank you and have a good evening Leslie G*****ro

Thankyou

If this problem is resolved by me receiving my withdrawal I need to use a diff Bitcoin address please mine has expired

Is their any status on my complaint? Thanks Leslie G

Hello Leslie51,

Is there any communication between you and the casino regarding this case? If yes, could you please forward it to nikolas.b@casino.guru?

I forwarded you the email conf between me and shazam finance.delpt

Let me know if you received it

Hello Leslie51,

Thank you I've received your e-mail. We will now try to get in touch with the casino to request the missing proof. Your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thankyou

Hello, Leslie,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Shazam Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Shazam Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Have the disputed winnings been confiscated? Was it a no-deposit bonus?

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? Did the player gain any unfair advantage by exceeding the maximum bet?

Were any significant winnings won from the exceeded bet? If it looks just like a one-time mistake or unintentional action (or simply a lost bet), would it be an option for the casino to deduct the winnings from the exceeded bet and allow her to withdraw the remaining funds? Were any other rules breached?

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.

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.

Hello,

We've been in touch with the Casino representative in order to get more details regarding the case. After having more thorough look into the matter they were able to confirm that the Bonus terms violation didn't took place from the Customer's side. There was in-game feature purchase which reflected in gaming history as $35 bet. The matter has been escalated to the gaming provider to make sure that the outcome of the bet is fixed and reflected properly in the gaming report.

Please accept our apologies for the inconveniences caused. The Customer has been emailed with BTC wallet request, so the withdrawal will be processed as soon as the customer provides the details.

Should you have any questions we'd be happy to assist.

Kind regards,

Shazam Casino team

Thank you very much for your explanation and the update, Shazam Casino team.

Dear Leslie,

Can you please check the inbox of the email address registered in the casino, and let us know once there is progress?

Looking forward to hearing from you.

I emailed them my wallet address they requested for deposit of funds . Thankyou for all your help i will let you know if and when i receive deposit Thank you Leslie G

Dear Leslie,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

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

Please let us know as soon as you receive the payment.

Dear Leslie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Thankyou for your help in resolving this matter. I knew I was.not in the wrong and yall proved that. I received my deposit from shazam for the 180.00 last week. I would recommend casino guru to anyone who is having an issue with a casino... Great Job. LESLIE G

What great news!

Thank you, Leslie, 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, 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Thank you very much too, Shazam Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru