ShadowBit Casino - Гравець намагається зняти свій баланс.

Hello, I made a deposit at Shadowbit Casino on June 12, 2023, however, the casino is closing for Poland and I can't withdraw the winnings but since they accepted the deposit, they should withdraw the winnings, the support is not responding, what can I do?

Hello Waszka1987,

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

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. my account is verified by data, email and phone number from March 22, 2023, additional documents such as ID card, address confirmation and payment confirmation I sent on June 12, 2023 they have not been processed yet, they have a pending status. I still get offers from the casino with promotions to the email from which this I wanted to use it, but I didn't receive the free spins and I couldn't contact the casino so I played only with my deposit. I had my last contact with the casino on March 22 when I got free spins for the nomination of their casino on AskGamblers.

I would like to add that it was only yesterday, June 18, that I received an email with a message about the closure of the casino for Poland on June 30 and by then I should withdraw funds, however, it is not possible to log in from my region and the earlier withdrawal of funds was rejected and the documents sent were not processed, support was not answers

chciałbym jeszcze dodać ze dopiero wczoraj tj. 18 czerwca dostalem email z wiadomością o zamknięciu kasyna dla Polski 30 czerwca i do tego czasu powinienem wycofać fundusze jednak nie ma możliwości logowania z mojego regionu a wczesniejsza wypłata środków była odrzucona a przesłane dokumenty nie przetworzone, support nie odpowiada

Hello Waszka1987,

Is it possible to forward any communication between you and the casino to nikolas.b@casino.guru?

yes of course you can

Hello Waszka1987,

Thank you for the e-mails forwarded. However, it only contains your message and an automatic response from the casino. Is there any e-mail communication or live chat screenshot where the casino actually did respond?

no, because the casino is not responding to my emails, I was hoping for your help because I don't know how to contact them

Thank you Waszka1987 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Waszka1987,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite ShadowBit Casino to join the conversation and participate in the resolution of this complaint.

Dear ShadowBit Casino,

Can you please inform us of what options the player has in order to withdraw his funds?

Thank you.

Best wishes,

Tomas

Hi Waszka1987,

We apologize for this inconvenience, we are working on returning your deposit.

Can you please share with us your bank details so we can return your balance?

Best regards,

The Shadowbit team

deposit? what about winning? i was depositing through jeton wallet and this way i would like to withdraw the balance

Dear ShadowBit Casino,

Can you please explain why only the player's deposit should be returned? We don't see any reason why the winnings shouldn't be paid out as well.

Thank you.

Kind regards,

Tomas

In the meantime, Waszka1987, I have to inform you that the casinos have the right to choose the payment method suitable for them. So, in this case, if their choice is bank transfer, they have full rights. In addition, it's the most common way for withdrawals anyway.

Thank you for understanding.

Kind regards,

Tomas

hello Shadowbit Casino

Hey Waszka1987,

What we would need is the following info:

Account holder's name: X (full name)

Account holder's email: X 

Account holder's physical address: X (city, street, building)

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

Account number + BSB: X

SWIFT (or BIC): X

Can you please provide that so we can process your payment?

Also can you please confirm for us how much money in total you have on your balance? Deposit + Winnings.

Best regards,

The Shadowbit Team

my email: kamil.waszczeniuk3

I have €174.74 in my account

Dear Waszka1987,

Can you please fill down the following information?

I believe the casino needs this information in a text. I will hide it from the public. Thank you.

Kind regards,

Tomas

Dear ShadowBit Casino,

Can you now please proceed to make the transaction and inform us once it's completed?

Thank you.

Kind regards,

Tomas

Hi Tomas and Waszka1987,

We are processing the payment, will let you know once we have it done.

Best regards,

The Shadowbit Team.

Thank you for the information, ShadowBit Casino.

I will now extend the timer for another 7 days. Please update us once the transaction is made.

Kind regards,

Tomas

Hello Thomas & Waszka,

Let me inform you that the refund has been processed last Friday on 28.07.2023.

Best regards,

The Shadowbit Team.

Dear Waszka1987,

Can you please update us once you have received the payment? So we can close the complaint as resolved.

Thank you.

Kind regards,

Tomas

Hello Tomas & Shadowbit Casino, I just received my funds, deposit + winnings also I would like to thank Shadowbit Casino and especially you Casino Guru

Dear Waszka1987,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas