ShakeBet Casino - El depósito del jugador está retrasado y el retiro está pendiente.

I made 250€(12€ fee) deposit on 5.11.2025, so total credited amount was 262€, this amount was debited my bank account. But for this day s I still havent received these funds. I have already contacted my bank too.

And also I have one pending withdrawal amount of 1000€, its was made on 21.1.2025. Im getting very worried here.

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Dear sonni,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Hello,

Now they decided to close my account, without any notification. Deposit 260€ is still missing, and also my cashout amount of 1000€.

Livechat keepstelling me this:

"I will check this with the relevant department and we will get back to you via email once we have more information."

This is what they have telling me the whole time. But I havent received nothing info during this period

This is what they are telling me.

We are writing to inform you that we have received a report from a third party alleging activity involving the wallet connected to your account that may be suspicious or potentially fraudulent.

In line with Clause 17 of our Terms and Conditions, and given the seriousness of the concerns raised, we have exercised our discretion to restrict and permanently close your account with immediate effect.

In the name of truth I havent never committed any fraudulent act. So they are literally stealing my money here.

Thank you for the update.

Could you please specify which payment method you used to deposit 250€ into this casino?

Have you made any deposits into this casino before? If so, kindly specify which payment methods you used.

Which payment method did you select for your withdrawal request?

Visa Card (Revolut)

Visa Card (Revolut)

Have you submitted any bank statements to the casino for verification? If so, kindly forward them to me at veronika.f@casino.guru. Kindly include all the other communication between you and the casino that could be relevant to the investigation of your case as well. Thank you for your cooperation.

Hello,

I have now sent all the requested documents to you

Dear sonni

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, Michal (michal.k@casino.guru). 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

Hello sonni,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite ShakeBet Casino to join the conversation.

Dear ShakeBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at michal.k@casino.guru, for an independent review.

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.

Hi sonni,

I wanted to inform you that since Michal, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Michal possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Thank you for your understanding and continued patience.

Hi Sonni and Casino Guru,

Following a thorough review of your account, we regret to inform you that a decision has been made to permanently close your account and void associated funds.This action has been taken in accordance with our Terms and Conditions, specifically:

"We may, at our absolute discretion and at any time, restrict your access to the Services and/or temporarily suspend, or permanently terminate, your account without cause and for any reason…"

(Section 17.1)"We may report and/or withhold any amount from your winnings if required to do so by any relevant law or competent authority."

(Section 4.1)

Our internal monitoring systems identified patterns of activity that are strongly associated with ongoing misuse of our offers. During the review, we identified activity consistent with systematic misuse of our promotional offers. This includes behaviour that suggests the creation and/or use of accounts with the primary intent of extracting value from offers, rather than for genuine recreational play.  While we understand this may be disappointing, such measures are necessary to maintain the integrity of our promotions and platform.

Regards,

Shakebet Casino

Really? I have made only 2 Deposits and first one was failed so what you're saying is not true.

If you do not agree to pay my withdrawal (1000€) I demand that you at least return the money I deposited.

Dear ShakeBet Casino team,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at michal.k@casino.guru or via our MS Teams chat for an independent review.

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.

So your decision is to steal money that belongs to me. It's good that this thread stays here so that other peoole know what kind of criminal activities you are engaged in

Dear sonni,

Regrettably, the casino team has ceased to respond to our messages. Although the casino team provided information that raised valid questions, and the actions taken by the casino team can be somewhat understandable; however, despite my repeated requests, the casino team has not provided the necessary information and, most importantly, evidence for us to independently assess the whole situation. As such, we are currently unable to support the casino’s actions, and the confiscation of your winnings seems to be unfair at this point.

Without sufficient evidence to review, we are unable to conduct an independent evaluation and suggest possible steps towards the resolution of the situation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as Unresolved—Insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority (Licensing Authority – Anjouan Gaming | Casino Guru) and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license validator, most likely in an attempt to prevent players from escalating their complaints further.

Although ShakeBet Casino appear to hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (May Sun Services S.A.) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Kind regards,

Michal

Casino Guru