Shazam Casino - プレイヤーの撤退は遅れています。

I was finally verified and submitted my first withdraw request and was approved on April 4th. By the 18th I still had not received my payment so after waiting and emailing multiple times I was asked to create a Bitcoin account and they would cancel and resend there. In this time I had another withdraw approved on April 14th, so I asked if both withdraws would be sent there and was told no- just the the first approved on April 4th and that the other would reach my bank account "shortly". The withdraw approved on 4/4 was finally in my Bitcoin wallet on 4/22.

It is now 4/28 and I still have not received the withdraw in the amount of $300 approved on 4/14. I have contacted chat support numerous times and they claim to have "escalated" this on 4/26 and 4:27 so the finance office will reply. I have also sent emails on 4/23, 4/25, 4/26, and 4/27 with the request to cancel and resend to Bitcoin like they had done with the first withdraw. I have not received a reply from the finance office and it has been two weeks since my withdraw was approved and has not been received.

Dear Elizabeth,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understand correctly that your first withdrawal has already been credited to your Bitcoin wallet. Have you accumulated your winnings with or without an active bonus, please? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Hi! Thank you. I did have a bonus, but that was already taken out of my account. The first was received through Bitcoin. Only after having to cancel the bank transfer on their end and resend.

The status of the withdraw has been approved from 4/14/22. I have included my history which shows this as well as the first one being cancelled and having to be resent via Bitcoin- which essentially is all I am asking for since the bank transfer seems to not be working. I just am unable to get a response from them now.

Here is my chat conversation today- they are not stating that the one resent was from 4-14 which isn’t possible since it wasn’t even within their 7 business days. But either way then the one 4/4 or 4/14 has not been received. I was also told it was escalated on Monday and Tuesday but haven’t received a response.

Thank you very much Elizabeth for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Thank you!!

Hello, Elizabeth,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Shazam Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Shazam Casino Team,

Could you please state the reason why one of the player's withdrawals has not been completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

The casino has finally 8 business days later replied to my email and it is now resolved. Thank you for your help.

Great news! Thank you very much, Elizabeth, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your problem was resolved.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru