Shazam Casino - Player's bonus winnings have been reduced.

played at march 2022 won 2000.00 never noticd a max amount but now casino says i was playing on a bonus with a max cash out of 1000.00 , yet when i tried to withdraw i knew nothing about this , this has been going on since march . they just approved me to withdraw in july . i knew nothing about the max to withdraw so i tryed to withdraw 500.00 due to their rule that i could only withdraw 500.00 when bankwire states the min amount was 100.00 and max amount was 2000.00 yet they said that i could only withdraw 500.00. but today i received a emailed stating that the bonus i played with has the max amount of 1000.00and they had deducted 1025 and they were sending me 300.00 dollors no mention of the balance. and all this time that i have been trying to withdrawno one had mention a max amount on this bonus that i knew nothing about

Dear bjthomas1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus you played with? If possible, please post here a link to the offer you redeemed.

Would you be so kind as to 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. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Dear bjthomas1,

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

Thank you for your emails, bjthomas1. Unfortunately, if the bonus had a maximum cashout, there is not much more we could do about it, especially if the information about the limit is stated in the email with the promotion.

Moreover, from what I can understand, the casino has informed you that they only processed $300 because they divided your withdrawals into smaller installments. Could you please clarify if the rest of your legitimate winnings has stayed in your casino account? Or has the casino processed the withdrawal of $300 and confiscated the rest of your winnings?

Dear bjthomas1,

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

I DID RECEIVE THE 300.00 DOLLARS WHICH LEFT 700.00 DOLLARS WHICH I HAVE NOT RECEIVED YET . I REAUESTED A PAYOUT OFF 500.00 ON AUG 27TH WHICH THEY SAID THAT THEY RECEIVED BUT NO THING WAS SAID ABOUT IF IT WAS APPROVED TODAY IS AUGUST 31TH AND I HAVE NOT HEARD ANY THING ABOUT MY PAYOUT. THEY DID PUT 700.00 BUT INTO MY ACCOUNT AFTER AFTER THEY FIANALLY SENT THE 300.00

bjthomas1, I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear bjthomas1,

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.

Unfortunately, we’re forced to close 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.