Shazam Casino - Player’s account has been closed after questioning game integrity.

I have made over $4000 in deposits, and not had a single payout. I questioned the gaming being manipulated or tampered with. Requested an offer for issue to be resolved, they refused and insisted they were legitimate honest and fair casino. After back and forth, they finally closed my account with Shazam and Lucky tiger casino also. With numerous deposits to both sites $4000+ to one and over $1000 to the other, and basically nothing I can do to recover any funds, it's very frustrating. My account manager is joselyn. Below is an email from her but she states I requested account closure which is not true. She closed account herself, I requested it to not be closed. She did offer me a $250 chip with $11,250 playthrough limit to reach, and I declined it.

Dear shannontittle82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

• Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear shannontittle82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No, they are not holding any funds. But I did my account history before they closed my account, and it was over $4600 deposits made, with over $1400 in cash back bonuses given, and with over 1500 in daily free spins awarded to me, and not a single payout by me. After a deposit, I couldn't get my balance back up to the deposit amount. So after all the casino play I had and not any wins that were substantial, who wouldn't question the gaming being manipulated. I've been gambling for 25+ years with numerous casinos, and when I had an issue, they all tried to resolve it by providing me with an offer, and if I accepted it, then I'd not proceed with the issue I had. But Shazam refused to compromise with me, just stating that they are licensed, fair and honest gaming, with RNG being used, and in no way could their games be altered, which is not true in any way. I provided them my play history and ask them to explain the absence of any wins from a quite lengthy casino slot gaming sessions for nearly 6 months. They did finally offer the $250 with $11,250 playthrough, and I declined, that's not a fair offer with 45x RO. Also if they hadn't switched to crypto, I'd charge back every deposit I made to Shazam, due to misleading statements made by many agents I chat with. I told them I'd settle it with $300 chip with no terms attached to it, they refused. So they closed my account with my daily free spins remaining to be claimed, for a made deposit, but I never got to use. Anything that you could do to recover any funds or have them to offer a no terms attached chip to my account would be great. Thanks

Hi shannontittle82,

Thank you for bringing your concerns to our attention. After a thorough review, we must reject your complaint as unjustified. Casinos have the right to close any player accounts without prior warning as long as the real money balance has been paid out. We do not have the authority to compel casinos to reopen accounts or provide compensation for accumulated loyalty points or daily bonuses.

Regarding your complaint:

1. Deposit and Bonuses: We understand that you made deposits totaling over $4600 and received cashback bonuses and daily free spins. However, the absence of substantial wins, while frustrating, does not inherently indicate manipulation. Casinos operate under strict regulations and use Random Number Generators (RNG) to ensure fair play.
2. Offered Compensation: The casino did offer you a $250 bonus with a playthrough requirement, which you declined. Your request for a $300 chip with no terms attached was not accepted by the casino. It is within their rights to set the terms of their offers.
3. Account Closure and Free Spins: The casino's decision to close your account and the forfeiture of remaining free spins align with their policies. Since no funds were being held and the real money balance was paid, the casino's actions are within their rights.

If you encounter any issues with other casinos in the future, please feel free to reach out to us.

Thank you for your understanding.