Shotz Casino - Player believes that their withdrawal has been delayed.

They are telling different stories all togehter.

They have told me that my documents will be prosseced for 10 days now. The problem is that they are fine!

They just do not send any email or talk with me at all.

I have to push for answers and how can 1 document take 5 days to accept?

I was lied to in the first mail I got when I was about to withdrawal.

It stated "You will have to at a later period send in bank statements and answer some questions"

I did that aswell, I have heard about the Terms of Service that he straight up lied to me about, he could not find anything there that was related to posting 6 months of bank statements from 2 different banks,

They also asked me if I wanted to withdrawal since I had deposited 25000 NOK and I was only Withdrawing 4000 NOK.

I don't know what to do here!

Dear lolchrislol,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear lolchrislol,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, no this is not fixed yet.

They still need to review some documents!

Thanks for the respons!

Now they sent me this:

I'm contacting you regarding your inquiry to our customer service.

The relevant team has now looked through your answers and processed your case, and in order for them to continue the case and resolve this have they requested some additional information from you.

- Proof of savings you may have

- Proof of stock in his name

- Your new working contract as a web developer

+ Card ending in **5502

Dear lolchrislol,

Did you forward them those last requested documents?

Please send the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Best regards,

Nick

I did forward you the emails now 🙂

Dear lolchrislol,

Based on the email communication, it appears the casino suspects gambling-related concerns, which is why they are requesting additional information and documents from you.

Could you please confirm if you have provided all the requested details and documents outlined in their last message?

Looking forward to your response.

Best regards,

Nick

Yes!

So I got my money, just needed to provide 50 documents and 30 days later.

Dear lolchrislol, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru