ShakeBet Casino - Печалбите на играча са конфискувани.

I took a deposit bonus and managed to wager all and wanted withdraw 550euro. Did not breach any bonus terms. They took my winnings with the reason my bonus ratio is too high and therefore its promotional abuse. Why offer me a bonus in the first place then? So if i lost they would offer me another bonus next week until i win, then its promotional abuse. Thats just unfair and scam. But they say decision is final. Can you help me casinoguru.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino specified that your winnings were confiscated because your bonus-to-deposit ratio was too high? If you have any confirmation of this statement, please forward it to me at [email protected].
• Could you please send me a link to or a screenshot of the deposit bonus you activated and played with to accumulate your €550 winnings?
• Could you also send me a screenshot of the bonus history from your casino account?
• Is there any possibility that someone in your household, or someone using the same IP address, also created an account at this casino?

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

Hi Veronika, thank you so much for replying. I have send all the details to your mail. Hope to hear soon from you.

Hello Ace1202,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ace1202

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Ace1202,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from ShakeBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear ShakeBet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Thank you. I have nothing new to add. I think i gave enough information. And i think it is totally unfair what happened and hope this will be resolved soon.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ace1202,

Unfortunately, ShakeBet Casino has not responded to our invitation to participate in the complaint or provided any explanation regarding the confiscation of your winnings, despite the additional 7-day period we provided.

Without the casino's cooperation, I am unable to obtain the necessary information or evidence to properly assess what happened or take the case any further from our side. I will therefore now close this complaint as Unresolved.

Since ShakeBet Casino operates under an Anjouan Gaming licence, you can consider submitting a complaint directly to the relevant licensing authority. You can find more information about the licence and the relevant authority here:

https://casino.guru/licensing-authorities/comoros-license

You can also find our guide explaining how to submit a complaint to a gambling regulator here:

https://casino.guru/guide/submitting-complaints-to-regulators

I recommend including all relevant information and evidence when submitting your complaint, including your account details, the disputed winnings, correspondence with the casino, and any screenshots or documents related to the confiscation.

Unfortunately, there is nothing further I can do from our side without the casino's cooperation. I am sorry that we were unable to resolve this matter for you, and I hope that the licensing authority will be able to assist you further.

Please also note that the Unresolved outcome may negatively affect the casino's Safety Index rating, which may encourage the casino to reconsider its approach and address the complaint at a later stage. If ShakeBet Casino decides to cooperate in the future, the complaint may potentially be reopened.

Best regards,

Samuel

Casino Guru