Shazam Casino - The player's unable to verify his account.

This casino refuses to verify my account claiming that I have an unresolved issue with another RTG casino. I have no idea what they are talking about. I have accounts with several RTG casinos and I am not aware of any unresolved issue I have with any of them. When I asked them to tell me what other RTG casino they are referring to they refused to tell me and said verbatim "We do not see and cannot check which web-site you used previously" Are you serious???? So they can just make up any excuse to not verify your account and withhold your winnings without providing any proof or clarification??? At this point I have been back and forth with their finance department for 3 weeks trying to verify my account so I can withdraw my winnings and they refuse to cooperate and tell me what other RTG casino they are referring to or show any proof on their end that I have an unresolved issue. This is very unprofessional and I believe they are purposefully and unjustifiably withholding my winnings. I have not violated any terms and conditions and provided all documents to verify my account. I also have saved all email correspondence from the finance department to back up my statements and want my initial deposit and winnings paid out.

Hello catmobile,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shazam Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Are your other RTG Casino accounts verified and are you able to play there?

Looking forward to your answer.

Regards,

Nick

They refuse to verify my account so its been on hold for over 3 weeks. They also would not approve any documents I sent. The last email from them was 2 days ago that said:

Dear Carolyn,

Thank you for your email.

Please note that as for now we are not able to process a verification procedure due to unresolved issue with other web-sites (we do not see and cannot check which web-site you used previously).

We hope for your understanding.

Best regards,

Lana W*****

Finance Department

Shazam Casino

I have no idea where this accusation is coming from or what they are talking about. What am I suppose to do when I don't even know what casino they are referring to and they refuse to tell me? I have accounts with several RTG casinos and I am verified and have had successful payouts with them. There are no unresolved issues at another RTG casino and its an excuse not to verify my account and payout my winnings.

Thank you catmobile for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello catmobile,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Shazam Casino to join the conversation and participate in the resolution of this complaint.

Dear Shazam Casino,

Can you please provide further information concerning the player's verification and why they are unable to complete the process?

Kind regards,

Adam

Dear catmobile,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Shazam Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Kind regards,

Adam

Thanks for your help Adam. There has been no new developments and I am waiting for them to respond as well.

Dear Carolyn,

Please be kindly advised that we received a notification from our RTG account manager about the reversal made by you with some other RTG property. However, the website name was not revealed due to privacy policy. The proof has been provided to forum agent in direct messages.

Kind regards,

Shazam Casino team

Thank you for your response and clarification, Shazam Casino Team.

Dear catmobile,

The casino has provided evidence that suggests you have made a reversal (chargeback) at a sister casino of Shazam. Were you aware of this situation? Can you please provide more information?

Kind regards,

Adam

Dear catmobile,

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.

Dear catmobile,

As we have heard nothing further from you, the complaint will now be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam