The player from Germany is experiencing issues with his winnings. We ended up rejecting the complaint because it was not justified.
Shazam Casino - Player is not able to withdraw winnings.
Amount: €150
Shazam Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good, I had won with your bonus for shazam casino back then, etc etc.
That was all on November 17th. 21
I submitted my documents on November 18th and have not received a single response regarding the verification status to this day. Unfortunately, I was able to pay the required 25 euros IM. DECEMBER don't deposit because I was totally broke Birthdays, Christmas, New Year's but because of your top rating I thought ok then I'll pay. me that im. January or February stop yeah I'm on the way to the Shazam casino site no longer active today.
Ok I googled, has super vip group insolvent or money laundering not checked emails at all no warning I on opera on it VPN on OK site still exists apparently German market closed again so I don't violate terms and conditions not at all logged into account so talked to 2 ladies one The managers were so rude and uncooperative. And assured of victory they gave me such bold answers that they really gave me a mafia-like structure I screenshotted everything I definitely want the money now!
No comparisons were suggested, let alone I was warned to act quickly or otherwise wasy this casino with an 8.1 rating from Casinoguru I'll let these screenshots out for now, but if they continue to get in the way and I'm not met, I'll really do everything possible that gets really uncomfortable.
I suggested everything, I was also kind and asked about the wallet address or after a few minutes 50 percent of my money because the money was more than dared
please help me
Automatic translation:
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2 years ago
Dear Ediz34,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Thank you for your email, Ediz34. Do I understand correctly that you used a VPN while registering or playing? What country did you fill in during the registration? If you have access to your account, please post here a screenshot of your profile.
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2 years ago
Hey Kristina Nein I try English I registered normal the German Market wasn't Banned and I can't access the site anymore since they banned it overnight without informing any German players.
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2 years ago
Now my account is open but I'm not to allowed to even access theire website since they could just delete my balance and Bann my account...
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2 years ago
Thank you very much Ediz34 for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Hi Ediz34,
I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Shazam Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hello Peter ty in email the casino only answers Germany is restricted I'm sorry but it registered before Shazam was restricted and I won the money before Shazam was registered I just couldnt afford the 25 euros I planned to deposit 25 euros when in January but thn it was restricted...
WITHOUT any email tht they close theire doors...
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2 years ago
Hello Eddies,
Thank you for addressing this query to us.
Please be kindly informed that according to the Terms and Conditions of Shazam Casino, users from Germany are not allowed to purchase and play for real money at the casino. Since the playable balance is below the minimal withdrawable amount and you didn't place real money deposits when Germany wasn't restricted yet, the casino cannot return any funds.
Kind regards,
Shazam Casino team
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2 years ago
Dear Eddies,
Unfortunately, we do not have a right to accept deposits from German players anymore. You did not play with realy money with us, so there is no way we could refund anything too.
Kind regards,
Shazam Casino team
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2 years ago
Thank you Shazam Casino team for the explanation.
Dear Ediz34,
I'm afraid I won't be able to help you with this case. I'm sorry you didn't have money to make a deposit back in December, however, the situation has changed since then. The casino can't accept deposits from German players anymore, so, unfortunately, the winnings are lost. I can only recommend you make the obligatory deposit without delay to avoid situations like this in the future. If you disagree with our decision, I suggest you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. I wish I could be of more help. Thank you for using the Casino Guru complaint resolution center.
Best regards,
Peter
