ShelbyWin Casino - Player's withdrawal is delayed.

In progress withdrawl for 1000 since 29th April,7 to 21 business days to do checks ect,I would not deposit a penny they ignore and do not ever pay out,do your research

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Dear Mellyg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

This is first withdrawl,my account is verified it says on profile,i scanned passport then face,thats all they asked for,I got a bonus with my deposit and met all wagering requirements

Thank you for your reply. Could you please attach a screenshot of your pending withdrawal, as well as your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I've just sent what you have asked for thank you

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 (samuel.s@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,

Attila

Hello Mellyg,

nice to e-meet you, and thank you for your cooperation so far. I will be taking over your complaint from my colleague Attila and will be handling the case going forward.

Before I proceed further, I would like to ask you for a small favor.

I have been trying to access the casino's website and locate a reliable contact channel for the operator, but unfortunately I have not been successful so far. The only email address I have managed to find is support@shelbywinsupport.com, and I would like to verify whether this is indeed the correct contact address.

Could you please let me know:

• Are you still able to access the casino's website?
• Have you received any emails from the casino recently?
• If so, could you please share the sender's email address or upload a screenshot of the email header showing the contact details?

This information would help me ensure that I am contacting the correct department and avoid unnecessary delays while investigating your complaint.

Thank you in advance, and I look forward to your reply.

Hi,nice to meet you also,I can get on the website fine,they have not replied to my emails for weeks now

Hello everyone,

thank you for the update.

Dear ShelbyWin Casino,

we would like to kindly invite you to join this complaint discussion and provide your statement regarding the player’s delayed withdrawal. In particular, we would appreciate clarification on the current status of the payment, the reason for the delay, and the expected timeframe for processing the withdrawal.

If there are any issues on your side (technical, verification-related, or payment provider delays), please let us know so we can better understand the situation and proceed accordingly.

Dear Mellyg,

thank you for the information and for confirming that you are still able to access the casino website. I also note your feedback that you have not received any replies from the casino for several weeks regarding your delayed payment.

I will now wait for the casino’s response and will update you as soon as there is any progress.

Thank you both for your cooperation.

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 Mellyg

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru