Shazam Casino - Player is struggling to verify his account.

I've corresponded with Customer Support at least 3 or 4 times. First there was confusion whether my acct was verified. It was.

Then you have to submit 5 different items to prove identity before withdraw is approved. I submitted everything as requested (clearly visible on an iphone 11) and they keep claiming I am missing documents. Every time you resubmit they claim it takes another 3-5 days to approve.

It seems clear that they are purposely frustrating the users so that either a) they gamble all their winnings away before withdraw is approved b) they give up trying to withdraw.

I've never seen an online casino so difficult to deal with.

Dear K,

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. Each casino is unique and requires different documents from players, and it can take a few business days to collect and review all of them.

Which documents have you provided so far? When exactly did you provide the last one?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear K,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

My hope is that I’ll get my money from this place and then can immediately close my account. I will switch bank accounts and debit cards because I don’t trust them at all. I appreciate all your help. I would not recommend this hell they put you through to anyone.

Thank you for your reply, K. I fully understand your frustration, but we usually give casinos at least 14 days to process a withdrawal before we move forward with complaints. Therefore, I will set the timer for additional 7 days giving the casino two full weeks to process the payment and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

It appears they blocked me from the Customer Service chat. I just assumed they were the same as Bodog, Reddog, Chumba, all of which are legit. I’m not so sure any more.

Hello:

Despite playing through my bonus and having a balance up to $4,000k at one point, they claim I "cheated" with the bonus because I bet more than $10 at one point. Why should it matter if the betting odds still favor the house? As expected, this place is a big scam designed to ensure few players, if anyone ever cashed out a win. They provide poor service and make you jump through hoop after hoop. Every correspondence via email takes upto 7 days to hear back. They know most heavy gamblers will blow their stash by then. Please inform your users that this place is not friendly and is shady, at best.

I am going to get the word out to the gambling community and I hope to end them and their scam.

I checked the T&Cs and I found the maximum allowed bet rule:

"11.9. During an active bonus, the maximum bet per hand, spin, card, etc., is $10. This maximum bet rule will remain active until the wagering requirements have been completed. Betting above this limit will void the bonus and any winnings thereof."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. I am afraid that if you really breached this term, there is not much more we could do for you.

However, please do not hesitate to forward your game history in Excel or PDF format to kristina.s@casino.guru if you feel that you’ve been accused mistakenly.

I ended my relationship with them. I hope that you will lower your rating and warn players about the many hoops you have to jump through. I also suspect the bonus play was sweetened to make you feel like you can win big, only to have the rug pulled out later, but I can’t prove that. I was actually up to $7500 on a deposit of just 219 dollars at one point. Seems fishy to me.

Interestingly, there are several TikTok slot players who promote Shazam to get free play kickbacks. I posted that Shazam is a scam on the one live and the player blocked me.

Do I understand correctly that you are no longer interested in our help? Should I close this complaint?

Dear K,

We are extending the timer by 7 days. If there is anything else we could help you with, please let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.