Shazam Casino - Player’s struggling to complete account verification.

It's been 30 days since I won $1900 and Shazam Casino has given me the runaround and made every excuse possible not to pay me. I have sent every shred of documentation they have asked for at least 5 times. I can't believe all the incompetence & rude responses. I've had it with the whole bunch !!!

Dear Ty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. However, one month is truly a long time.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

They keep saying they aren't getting my documents and then said they couldn't open them .Now it's back to some are missing. I've sent them screenshots,Forwarded,and fresh emails and they all confirm delivery . I sent the same exact copies To my wife and she received and was able to open every single one!!!

Thank you very much, Ty, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.

Hello Ty!

I will take care of your complaint from now on. I'd like to invite representatives of Shazam Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the verification issue.

That's fine whatever it takes+!

Dear Ty,

Thank you for addressing us with the query!

We have contacted the Finance Department of Shazam in regards to the matter.

Please kindly note that some of the documents required for setting up your account for withdrawals are still missing. The Finance sent you an email with the list of those. Please submit them in order to be able to request a payment in the nearest time.

We are sorry that it causes such inconveniences for you, but this is a one-time procedure needed for security purposes to be sure you'll be the one who receive the winnings. Hope it will be done very soon!

Kind regards,

Shazam Casino team

Hello Ty.

Keep us updated. And in case you need any assistance, or if you'll have any other concerns let us know.

Once again I submitted my application and credit card verification and once again they have made an excuse that it's incorrect. I don't get it !

Dear Ty,

Please be kindly informed that the Finance Team will make an exception for almost all the missing paperwork for you, except for the copy of the card, recently used for purchasing.

Please also kindly provide your static BTC address (if you have such), so that the winnings can be distributed there. Please be notified that the payments reach a wallet instantly after approval, so, it is the fastest way to get the funds.

Kind regards,

Shazam Casino team

Thank You I'll send it right over!

I sent the pics they requested and now they're ignoring me again! It's been a week now ! I knew it was all a front. I don't understand why they would tell me all that lip service then ignore me AGAIN!

Hello Ty,

I apologize for the late reply. Is the withdrawal still pending? Have you not received your winnings yet?

Dear Ty,

Please be kindly notified that your gaming account has been successfully approved for requesting withdrawals.

Our Customer Support team would be happy to assist you, should you need any help.

Kind regards,

Shazam Casino team

P P

Yes as a matter of fact I do need help I can't figure out how to set up a withdrawal can you please set me up withdrawal and keeps going in circles

Dear Ty,

Thanks for your request!

The withdrawals are being requested in Cashier. We have contacted the Finance department and asked them to do it from their side though.

The Finance will send you an email once this request is processed, please keep in touch with them to get the winnings ASAP.

Kind regards,

Shazam Casino team

I still haven't received my winnings it's been well over a month now.

Hello all,

I would like to ask Shazam Casino for an update about this case. What is the issue and what can be done to resolve it? Much appreciated!

Dear Ty,

Thank you for contacting us.

Please be kindly informed that the Terms and Conditions of Shazam Casino say that all the payment requests are processed within 2-7 business days.

The Finance Department representative informed us that your current withdrawal will be approved on the 5th business day.

Kind regards,

Shazam casino team

Hello Ty,

Were you able to withdraw successfully from the casino? Can we consider the issue resolved? Please, let us know. Much appreciated.

Dear Ty,

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.

Dear Ty,

Even if we’ve assumed that the issue has been resolved, without confirmation from you, we were forced to reject this complaint.

We are reopening this case with the following comment from Ty:

"Shazam keeps saying they sent it to my Bitcoin account, but sorry I don't have a Bitcoin account. These people have every excuse. I can't even log in anymore and I message customer service and they say I don't have an account there it was withdrawn."

Dear Ty,

Could you please tell us which payment method you used to request a withdrawal in the casino?

Hello Ty,

I apologize for the late reply. The casino sent us proof of communication with you in which you give them a bitcoin address to send you the money. They also sent us proof they sent the money to said bitcoin address.

Dear Ty,

from our point of view, the matter seems to be resolved. Do you have any additional comments about the case?

I'll keep the complaint open for additional 7 days. Unless we will learn something new from you in that time I will close the complaint as 'rejected'.

Hello all,

We are closing this complaint as we haven't heard from the player and no new evidence has been presented. Although we believe the casino paid the player the disputed amount, based on the evidence the casino provided, the player didn't confirm his issue was resolved. Thus we are closing this complaint as 'rejected'