Shazam Casino - O jogador está frustrado com o depósito e a disponibilidade do jogo.

I have certain slots I enjoy playing so when looking for a casino to deposit money I always ensure if particular ones are available with the Welcome Bonuses that are offered. Shazam Casino customer service assured me I would be able to play the developer Bgaming games with the Welcome Bonus. In addition, under the FAQ tab on there direct web page, one of the questions is verbatim "What games can I play with the bonuses?" The answer, I will copy/paste, is as follows:

Shazam provides you with various magical Bonuses for slots and card games! They include: Slots (except Progressives), Real-Series Video Slots, BlackJack, Multihand Video Poker, Video Poker.

The following games cannot be played with bonus funds: Roulette Games, Ride'em Poker, Baccarat, Jackpot games, Pai Gow, Triple Cash or Crash, Three Card Rummy, War, Dragon Tiger, Craps, Table games by Dragon Gaming provider, games by Spadegaming, Betsoft, Nucleus and Saucify providers.

As you can see, nowhere is the developer Bgaming which is the one that is very important to me. So, I made my deposit, and when I go to play the slots, not only were Bgaming games locked, but only 55 slots were available to play with the bonus.

They are deceiving potential customers and lying about the slots that are offered when using there bonuses. Luckily I made my first deposit with a credit card so when I explained the situation and asked for a refund, they absolutely would not refund my money and only offered to take away the bonus and let me play with the original amount I deposited so I can play the slots I like. A supervisor came into the chat and reiterated they would not be refunding my money.

Updating there website with developers who are incl-uded and excluded from the bonuses would take one person no longer than an hour to do. This seems intentional and the fact they would not refund shows how they treat there customers.

I have taken pics of the entire chat between me, the agent, and the supervisor. I will gladly supply this if/when needed.

Thank You

Dear bryanjchristensen,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand the situation and assist you effectively, could you please clarify a few details?

• Have you played any games with your most recent deposit, or is the money still untouched in your account?
• Have you checked the Welcome bonus terms and conditions to see if Bgaming games are available to play with this bonus?
• Could you please forward me the chat between you and the casino customer support regarding the refund request? My email address is veronika.f@casino.guru, or you can post them directly here to the thread.

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

Dear bryanjchristensen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.