Shazam Casino - Player has been accused of opening multiple accounts.

I received a $20 free chip from Shazam in my email. My brother had an account with Shazam, so I opened one up as well, played the $20 chip and won roughly $500. While playing, I noticed my winnings drop from $500, to around $125. I called and they told me that I broke their terms and conditions because two of the codes were used in the same household, yet that is not the truth. They then proceeded to lock my account and said I was to receive no money at all, because of the terms and conditions that I had broken. I explained to them that no one person used multiple codes, slot play was conducted from two separate devices, using two separate IP addresses, under two separate households, and using 2 separate email addresses, by two separate people. I emailed them a picture of my valid drivers license as well as the timestamped pictures of both separate IP addresses. I received an email back from them hours later stating that I was pretty much out of luck and to move on, but that’s not how a business is ran, especially after accusing someone of breaking their rules, and be wrong from the very start. I’ll stand my ground to get what is rightfully mine.

Dear Corey,

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. Do you and your brother share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you, or your brother, verified your accounts in the past?

I have checked the general terms and conditions, and this is what I found (here):

"12. No-Deposit Welcome Bonus

12.1. No-Deposit Welcome Bonuses are restricted to a maximum of one bonus per Player, account, household, IP address, email address, or computer. Having a linked account within the Casino will void the promotion and any winnings thereof.

12.2. The wagering requirements attached to the No-Deposit Welcome bonus are calculated as 50x the bonus for slots, 50x the bonus for cards, and 60x the bonus for roulette.

...

12.4. No-Deposit Welcome Bonuses in the amount of $39 or less carry a maximum withdrawal of $50. Bonuses in amounts of $40 and higher have a maximum withdrawal of $100 except where explicitly stated otherwise."

Could you please advise what was the value of the received bonus?

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 

No we do not, he actually lives with my mother but visits frequently, as he is my brother. We have 2 different devices, I only have a cell phone, he was playing on his iPad.

When I spoke with the gentleman on the phone from Shazam, he informed me that the most I was able to cash out from the winnings was $100 or $125, I can’t remember exactly. Words from his mouth.

Attached is the information for the coupon that was redeemed. For New Players and account holders, therefore it is not a welcome bonus, the play though was only 40x, with a max cash out of $120.

Yes, that is correct, there will be a maximum cashout applied to your No Deposit winnings. Could you please advise if you have placed the required deposit to verify your payment method already?

"To request a withdrawal of a No-Deposit Welcome Bonus after wagering requirements are completed, our system requires a verification deposit of $25 (for bonuses with a maximum withdrawal of $100) or in an amount equal to the difference between the maximum cash out of the bonus and the minimum withdrawal amount, which should be wagered once."

Looking forward to hearing from you.

No I have not. They gave me no opportunity to do anything before they closed my account.

Any update on this, haven’t heard anything back?

Thank you very much, Corey, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Corey,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite Shazam Casino to join the conversation and to aid in the resolution of this complaint.

Dear Shazam Casino,

You have stated that the terms and conditions were broken as two bonuses were claimed by members of the same household. Could I ask you to please clarify the situation and provide any supporting evidence of this to my email address: adam.m@casino.guru?

Id rather any information be presented to all parties, therefore all can see.

Thank you for your response, Shazam Casino.

Dear Corey,

The casino states that you have previously created another account in your name. Could you please confirm if this is correct?

Kind regards,

Adam

Dear Corey,

Please provide us with your comments regarding the duplicate account. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear Corey,

As we have had no further response from you, this complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam