Shazam Casino - Player cannot withdraw winnings.

Dear lagtona92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner and it can take some time to fully review all documents.

Would you be so kind and indicate which bonus you activated? Please, post here the link, if possible.

Has the casino clarified what is wrong with your documents? Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning, activate the next bonus, with which I released $ 100 dls (it should be noted that at the time of the rollover I had more money and it disappeared according to what was indicated in the bonus) I continued playing and raised it to $ 120 and then they asked me to deposit $ 25 from my purse to start with the account verification (which was strange since in no casino I had played something similar but deposit still I trusted the good reputation with which they are qualified in CASINO GURU and deposit) below is the link where you arrive at the casino.

https://shazampromo.com/promo-page/lt_wizshoes?coupon=GURU50&fc=50&co=100&token=q2tmoXpLrqJusMpFcKKAAGNd7ZgqdRLk&affid=409

https://es.casino.guru/shazam-casino-resena

I send the casino conversation requiring documentation to the email they provided me ( kristina.s@casino.guru ) but I am attaching the last part where they are being reiterated with information that I already provided.

1. The credit card statement for the card 0601 where we can check your full name and the last 4 digits of the card visible (as no full name on your card);

R = I have already sent you my account statements to which my card is linked, which will not appear in the account statement, only the bank account number and the interbank code to which it is linked.

2. A copy of a utility bill (medical / delivery bills / governmental letter / tax assessment / bank statement) from within the last 2 months that has your physical address, full name, and the date of issue visible.

R = I have already sent you the bank statement showing my full name and my physical address, and it is from this month.

We would also kindly ask you to specify your BTC wallet as we have to set up an additional withdrawal option for you.

R = because I have to specify a BTC, I do not use cryptocurrencies (Bitcoins), I have already sent them my data and my cards and vouchers to make my withdrawal by bank transfer.

I see that they are giving thousands of turns and excuses to the matter, it is evident that they do not want to pay me my money, their casino had a bad reputation but I decided to give it the opportunity and now I regret it, they are very unprofessional, but I will go for help by different means to let them pay my money.

Thank you very much lagtona92 for your reply and email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello lagtona92,

I looked at your complaint and will do my best to help you. I would like to invite Shazam Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Maria,

Thank you for reaching us out!

We have contacted the Finance Department of Shazam in regards to the matter you addressed us with.

Please be advised that all the paperwork provided has been accepted, and your account has been approved for requesting withdrawals.

Please be informed that a minimal deposit was needed to set up your account for payments. Let us also notify you that the free bonus you won with comes with the maximum cash out of $100. Accordingly, it will be possible to withdraw $125: the maximum cash out from the no deposit coupon plus the deposit placed.

Kind regards,

Shazam Casino team

Hello, good morning dear Viliam, thank you very much for your help, I thank you infinitely, and I hope this is the best, greetings.

Hello Shazam Casino, I read the terms and conditions of the bonus and I played it and released it properly, as I mentioned when releasing the bonus I had more balance and it disappeared leaving me only $ 100, I kept playing and won a little more and completed something a little more from $ 120. Regarding the deposit, I did it as requested in a timely manner. I hope a prompt and satisfactory response from you, I thank you for your attention, a hug.

HELLO

Dear Maria,

Thank you for contacting us.

Please be kindly advised that there are no limitations of signs that you can enter. However, if you do not manage to do that, please enter the first 12 digits of your account number in the "account number" field. The Finance Team has all the banking details on file and will use the accurate info for processing the payment. It appears that the branch code associated with your bank is EKT, so please enter this one in the corresponding field upon requesting the withdrawal.

Our Customer Support team would be happy to assist you, should you need any help.

Kind regards,

Shazam Casino team

Dear lagtona92,

follow the Casino's instructions and let us know about your progress, please.

Good morning everyone, do what you tell me, thank you 😀

Dear Maria,

Please be kindly notified that your withdrawal request was approved and sent to the bank account provided on December 30th.

Our Customer Support team would be happy to assist you, should you need any help.

Kind regards,

Shazam Casino team

Dear lagtona92,

did you receive your winnings, please?

The money was withdrawn from my casino account, but to date it has not reached my bank account, I am still waiting, thank you very much.

Good morning Viliam and Shazam Casino , today, after many days of waiting, the following email arrives, being that you yourself Shazam Casino told me that all my documents (personal identification, bank account statement and others) were already verified and the corresponding department would process the payment immediately, what is happening? already more than a month to make the payment? I even feel discriminated against because of the treatment that I have been given, I would appreciate a clear answer and that you respect what they say because this is already excessive. I attach the photo of the mail and copy and paste.

"Shazam - Finance office

Tue 01/11/2022 8:11 AM

For you

Dear Maria,

Hope you are doing well.

Please be kindly informed that some additional bank details are needed in order to process your wire transfer. We would kindly ask you to provide us with:

1. National ID Number;

2. Bank Code (not SWIFT, local, 3-digit number);

3. Branch Code (3-digit number);

4. CLABE.

Waiting for your response.

Dear Maria,

Thank you for contacting us.

Please be kindly notified that the processing side was not able to complete the wire payment because of the lack of mandatory bank details. That is why they requested the additional ones. Please kindly provide the Finance Department with the missing information, so that they can proceed with the withdrawal distribution.

Kind regards,

Shazam Casino team

Dear Casino,

how is that even possible that you are requesting additional verification after you said the withdrawal request was approved and sent? Is everything verified now, please?

Hello,

@Maria, thank you for contacting us!

Please be kindly informed that your payment has been successfully processed using the details, provided to the Finance Team.

We would be happy to assist you, should you need any help.

@Viliam, thanks for your concern! As I've checked with Finance, the processor had sent the wire, using bank details provided by the customer initially. However, the payment bounced back on January 11th. The reason for that was that some additional details were needed to complete this financial operation on the bank's side.

Kind regards,

Shazam Casino team

Dear lagtona92,

let us know when you'll receive your winnings, please.

Thank you 😀, I still haven't received the money 🙁

Hello, good day, I'm still worried about my withdrawal, it's been 1 week and it's still not reflected in my account.

I have sent emails to the casino and they do not answer me and the money has not yet been deposited.

Dear Casino,

can you please investigate where is the problem with the player's withdrawal?

Today I went to the bank for an account statement and they have not been deposited yet, I am attaching the photos of the account statement with the current date, and I sent them emails to the casino and they have not answered me since the beginning of last week.

Dear Maria,

Thank you for contacting us!

Please be kindly informed that our payment solution is not able to deliver the funds to Mexico. The Finance Team did all they could to process the transfer. However, the 3rd party rejected it. The only possible option is to send the funds via Bitcoin. Please kindly set up a BTC wallet, so that the money can be distributed there. The instruction on how to do that has been sent through the email.

Kind regards,

Shazam Casino team

I don't know what BTC is, if I already verified my identity, they should be more considerate and transfer my money to me by another means other than BTC, such as another means like SKRILL, for example, or try to pay it to a family member mine that I authorize that you have a bank account of a bank that accepts payment such as banamex or banorte.

Dear Casino,

is there a possibility to pay the player's winnings to the Skrill, please?

Buen dia. querido William, a petición del pago por skrill me llego el siguiente correo, si bien entiendo quieren que deposite mas dinero a otro casino "hermano de ellos", usted que me recomienda William, la verdad a mi se me hace muy sospechoso 😕 le adjjunto el correo.

Dear Maria,

Hope you are doing well!

Please be kindly informed that in order to receive the winnings to Skrill, we suggest you to create an account with one of our sister-sites and place a minimal deposit with Skrill:

https://24vipcasino.com/

https://888tiger.com/

https://superiorcasino.com/

Right after that, we will be able to process a payment including your deposit amount.

Waiting for your answer.

Dear lagtona92,

in my opinion, it should be safe for you if those companies are sister Casinos but let's wait for their instructions.

Hello,

The thing is that Skrill deposit would be needed to verify this payment method so we can send the winnings there.

Since we don't have Skrill option at Shazam casino, we can offer to do that at one of our sister brands. This deposit will be returned back too.

I can assure you there is nothing to worry about as we are willing to send your payment ASAP too and looking for the ways to do it. This way, there will be no further problems with processing it. The finance sent you an email with instructions, could you please keep in touch with them so they will help?

Kind regards,

Shazam Casino team

Dear lagtona92,

follow the Casino's instructions and let me know about your progress, please. I believe there shouldn't be a problem.

Very well, I will follow the rules as they were sent to me, I thank you, I will keep you informed 👍

good afternoon, I already made my skrill account, and I registered to your casinos, when trying to search for the deposit method by SKRILL it does not appear.

the shazam finance team sent me an email with instructions for https://www.coinbase.com/ but I told them that I don't know how to use and don't want to use cryptocurrencies.

Now, let's say I want to deposit through SKRILL to the SUPERIOR CASINO casino (https://superiorcasino.com/play-online-casino-games) I have already registered, the question is, should I send all my documents to verify the account? Or will they let me pass that long and time-consuming step since I already did it in SHAZAM CASINO?

Dear Maria,

Thank you contacting us.

Please be kindly informed that the Finance representative has added $125 (the amount of your winnings from Shazam Casino) to your new gaming account (lagtona92).

Please kindly submit a withdrawal request to Skrill in the Cashier and let the finance representative know if you manage to complete it.

Thank you in advance!

Kind regards,

Shazam Casino team

good morning, sorry for the inconvenience but in the casino there is no withdrawal method through skrill.

I still have no answers 🙁

We would like to ask the Shazam 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’.

Dear Maria,

Thank you for your patience!

The Finance department has been looking for othe ways to send you payment since Skrill option, unfortunately, appeared not to be available in your region too.

Finally, the payment has been processed through bank wire again with new payment processors. You should receive it in a few business days, depending on your bank. We will be looking forward and we kindly ask you to keep in touch with our finance department.

Kind regards,

Shazam Casino team

Hello guys, thank you very much for your attention, I will be on the lookout and I will keep you informed, a pleasant greeting.

good afternoon, I still do not receive my money 🙁

Dear lagtona92,

payments through bank wire lasts usually from 5 to 7 business days, so please, wait a few days more and let me know when you'll receive your winnings.

Thank you for understanding.

Thanks Viliam, tomorrow is the deadline, I am disappointed, I feel that my case will never be resolved, I appreciate your help.

As expected, the days have passed and I still haven't received my money, it's been more than 60 days, and I honestly don't think the casino will pay that money, no serious institution (casino) would take more than 10 days. Regarding my bank, he has never rejected any deposit from abroad since I opened my bank account exclusively for payments from abroad, the casino has only looked for excuses not to pay.

Dear Maria,

Please be kindly notified that the Finance Team have tried to send the payment through two different processors but, unfortunately, the attempts were not successful. Right now, they are struggling to distribute the funds through one more provider, and are waiting for its reply.

We have requested the proof of payment for you, the finance should send it to you tomorrow.

We do appreciate your patience!

Kind regards,

Shazam Casino team

If the problem is the bank, why don't they allow my money to be paid to my brother's account? I send him his documents, such as official identification, so that they can confirm that he is my brother, as well as his bank account so that they can pay me, no. make more excuses, I see the solution as very feasible that way. I've already opened an account through Skrill and it's not possible that you can't make me a simple payment of $125 dollars ☹️ put yourself in my place, does all this seem just wrong to you?

Dear Casino,

please, provide evidence that 2 attempts were not successful. Also, I would like to ask you to send me the proof of payment, too(from the third attempt). My email: viliam.v@casino.guru

Dear Maria,

Please be kindly notified that the payment has been successfully processed to your bank account. The proof has been attached. We are looking forward to getting the transaction processed ASAP. Should you have any questions, please contact the casino Finance Team.

@Viliam, the proofs have been sent to your email.

Kind regards,

Shazam Casino team

Dear lagtona92,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru