Shazam Casino - Player’s account has been blocked and audited.

Hi. I deposited money back in early may 2022. I did use a deposit promo code. I won a grand jackpot worth over $20000 and have been trying to cash out ever since. I do realize I used a bonus code, but I have submitted all required documents and am still waiting to withdraw.. I can’t continue depositing and playing until this is taken care of.. I have over $25000 in my account and there is not reason to keep playing or depositing until it’s figured out.. I have chatted several times and they tell me I’ll get an email, which I do days later but it’s just the run around.. the latest is that they want me to email my btc address directly to them, which They already have on my paperwork. And also, once they approve my account for withdrawal I will have to confirm then. Please help me get my money. Thanks!

Dear Amanda,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise which exact bonus you have redeemed when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The coupon was newcash. Thank you so much for your help!

I have sent the btc address again as requested. We can wait until next week to see if they address now that I’ve resubmitted that! Thank you!

Hello Amanda,

Have there been any developments since our last conversation, please? 

Hi! They have approved my acct but I am still waiting for them to approve the withdraw. Thank you!

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

"13. Welcome Match Bonuses

...

13.4. Welcome Match Bonuses carry a maximum withdrawal calculated as x20 the deposit amount except where explicitly stated otherwise.

14. Match Bonuses

...

14.3. There is no maximum cashout restriction attached to Match bonuses, but the bonus amount is sticky, and the initial bonus amount will be deducted upon withdrawal."

Could you please advise if "newcash" bonus was a Welcome bonus or a regular Match bonus?

I’m actually not sure, and am still waiting on approval.. how can I find out if match or welcome?

i still have not heard back about first withdraw being approved.. can we proceed? Today is 7 days pending.. thanks so much!!

Thank you very much, Amanda, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Evidently I played more than $10 a spin, so my withdraw has been declined.. I won the grand jackpot and had over 20000 so I think that’s crazy considering there is no way I would not have reached the playthrough. But I’m assuming there is nothing I can do about it.. I had won the jackpot before playing over the $10. Guess I should have read the rules before playing at Shazam casino!! Thank you for your help.

Hello Amanda.

Unfortunately, if you breached a max bet rule while playing with a bonus, you gained an unfair advantage, and the casino has the right to void your winnings. I am sorry for the bad news. There is nothing we can do with that.

Thank you for your help!

Because of all written above, we are rejecting this complaint.