Shazam Casino - Player’s withdrawal requests have been reduced.

I have been attempting to withdraw $2,000 of my winnings at a time via btc from Shazam. Withdrawals have been paid out within the stated one week time frame. However, my first withdrawal was reduced to $1,000. My second withdrawal attempt was reduced to $200, even though I was still playing with my balance between withdrawals. I still have $8,820 remaining in my account.

I believe that Shazam Casino management has decided to slowpay me because I happened to win a large amount on only my second deposit of $500. Since I have only deposited $700 there in total, I have likely been classified as a winning player. I have noticed that since my first withdrawal, my play no longer accumulates comp points, either.

I would like to ask Shazam Casino to live up to their advertised withdrawal limits. I have requested another withdrawal for $2,000 as of today, July 30th, and I will not be playing with my balance any further until this matter has been resolved.

To preempt any questions regarding verification, my account at Shazam Casino was verified after my first deposit there. I received the confirmation email of that verification on May 15th.

Dear Narrator007,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you accumulated your winnings with or without an active bonus?

Did you reach out to customer support about why your withdrawals were reduced? What happened to the deducted amount? Was it returned to your casino balance or voided?

Have you made any successful withdrawals before?

Could you please confirm that you passed the full KYC verification?

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

Best regards

Veronika

Thank you for the quick reply. To answer your questions:

The winnings were accumulated while playing with a bonus, and the bonus terms and wagering requirements were met. I have received two withdrawals of $1,000 and $200 since completing the wagering.

Upon informing Shazam Casino of my displeasure with the reduced withdrawals, I received the following email, stating "Our apologies for possible inconveniences. However, according to the casino terms, which you accepted and to which you agreed upon the account verification, we reserve the right to divide the payments into installments. The amount of the installments depends on the gaming and depositing activity."

The amounts of the withdrawals which were not paid out were returned to my account.

As stated in my original complaint, I received an email confirming KYC verification on May 15th. Maggie W. also states that my account was verified in the above letter.

I have checked the Terms and Conditions of Shazam Casino, and this is what I found:

20.17. All withdrawals at Shazam Casino are limited to $2,000 or AUD 2000 per week. The Casino reserves the right to divide some payments into multiple installments and send them over a stated period of time. The withdrawal limits can be adjusted by the Casino according to the Customer VIP level. Please contact our Customer Support department for further information.

Have you submitted any new withdrawal requests? If so, please provide the dates and amounts of each withdrawal request.

I submitted a withdrawal request for $2,000 on July 30th, which is still pending.

My $2,000 withdrawal request from July 30th has been declined and returned to my account, and a $200 withdrawal was approved and sent in its place, just like last time.

At this rate, it will take over 43 weeks for Shazam Casino to finish paying out my remaining $8,620 in winnings.

If Shazam Casino is not willing to pay out what they owe any faster than this, then Casino Guru should change the stated withdrawal limits in its review of this casino accordingly.

I am going to make another $2,000 withdrawal request tomorrow (the cashier is not letting me right now because it thinks it has been less than a week since my last btc withdrawal transaction). However, I already know that Shazam is only going to approve 1/10th of it, as they have done for each of the previous two withdrawals.

Thank you very much, Narrator007, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Narrator007,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Shazam Casino to join the conversation.

Dear Shazam Casino,

I acknowledge that your rule 20.17 states that the Casino reserves the right to divide some payments into multiple installments over a specified period and that withdrawal limits can be adjusted based on the Customer's VIP level. However, the current withdrawal limit you have set for the player, without any specific reason, does not seem fair and this is not expected from a highly rated casino such as yours. I kindly ask you to reconsider this limit and proceed with the payments in the standard weekly amounts.

Hello,

Thank you for contacting us regarding the query.

Please be kindly notified that according to the casino Terms&Conditions, all the customers are allowed to withdraw $2000 in total per week. However, as it is stated in section 20. Payment Terms of our T&C, Shazam indeed reserves the right to send the winnings in installments. The amount of installments as well as the games allowed are predetermined by the gaming and depositing activity.

Nevertheless, we've reviewed Customer's withdrawal limit and winnings will be processed in accordance with the maximum limits stated on the website.

Kind regards,

Shazam Casino team

I made a new withdrawal request, by bitcoin, in the amount of $2,000 about 24 hours ago. I will post an update when I receive this next withdrawal.

Dear Shazam Casino team,

Thank you for your response and for processing the player withdrawals according to the maximum limits stated on your website.

Dear Narrator007,

I trust your withdrawals will be processed according to the maximum limits as stated by the casino team. I will keep this case open for a while to monitor whether you receive the withdrawal as expected.

Good news! I have received the above $2,000 withdrawal in full. I will attempt to make my next withdrawal tomorrow.

Dear Narrator007,

Thank you for the update. I'm glad that you have received the full $2,000 withdrawal in accordance with the casino's standard weekly withdrawal limits. I am confident that your future withdrawals will be handled in a similar manner. I'll keep the case open until your next withdrawal is processed. If everything goes smoothly, we can consider it resolved and close the case. However, if any issues arise, we can reopen your complaint, and I'll contact the casino team again on your behalf.

Is this arrangement acceptable to you?

Yes it is, thank you!

I have made my next withdrawal, and I will update you within the next week.

Dear Narrator007,

I hope this message finds you well. I am writing to inquire about the status of your withdrawals and whether they are being processed as expected.

My withdrawal from last week was processed and I received the full $2,000 earlier today in my btc wallet. I only have $4,620 left to withdraw.

I will be making my next withdrawal tomorrow. Thank you for your help!

Thank you for the update, Narrator007.

I'm pleased to hear that your withdrawals are being processed as expected. I'm confident that any remaining payments will be settled according to the agreed payout schedule. Unfortunately, we cannot keep the complaint open until all your winnings are received, but I trust that they will be processed normally. If you encounter any issues with the payout and feel that the casino team isn't addressing your concerns properly, please don't hesitate to contact me again at michal.k@casino.guru. I will reopen the complaint and do my best to assist you.

Since the withdrawals are being handled according to the payout schedule and based on our discussions, we consider this complaint successfully resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru