Shuffle Casino - Player believes that their withdrawal has been delayed.

Dear Casino Guru Support Team,

I am writing to formally file a complaint against Shuffle Casino regarding an ongoing issue with my withdrawal request.

I have successfully completed all three verification levels on Shuffle Casino. The entire process, including my gameplay and deposits (made exclusively via cryptocurrency), went smoothly without any issues. However, when I requested a withdrawal recently, the casino has failed to process it and is now unreasonably delaying the payout.

For the past two days, I have repeatedly contacted their support team to understand the reason for the delay. Unfortunately, I keep receiving the same generic response each time:

"Unfortunately, we can't provide an ETA as we do not have oversight of the Compliance team's workload. We will reach out to you once review is concluded or if any additional information is required."

This response has remained unchanged despite my attempts to follow up. No timeline is given, no real update is provided, and it feels like I am being deliberately stalled.

Given that I have already fulfilled all verification requirements and there is no stated issue with my account, I believe this delay is unjustified and potentially unfair.

I kindly request your assistance in reaching out to Shuffle Casino on my behalf and helping to resolve this matter as soon as possible. I can provide any further information or documentation if needed.

Dear mornii,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear mornii,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear mornii,

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.

hi, My withdrawal has not been processed yet

I had raised the withdrawal on may 2 2025 8:29pm and 8:46pm INDIAN STANDARD TIME

Dear mornii, please allow me to ask you a few questions, so I can understand the whole situation completely.

Is your withdrawal still showing as pending in your account?

Have you contacted the casino to check if any additional documents or actions are required to complete your verification?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear mornii,

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.