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

I won 1 solana or (178 dollars whean I witdew) 14 days ago I tried to witdraw and they said they needed to do KYC I sent my documents and they were verified instantly. they did not told me whean exactly they will send my money, and I got time out because I said f word and time out is not clear eather so I can't communicate with theam

with respect Domininkas R

Dear ramasauskasjokubelis,

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 ramasauskasjokubelis,

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.

Unfortunately, shuffle cazino are still reviewing my withdrawal and there is no progress what so ever, as I mentioned I can't eaven contact theam because I got a time out, what should I do now?

With respect Domininkas R

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

Have you made any successful withdrawals before?

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

Could you please clarify what exactly you mean by a "timeout"? When did it happen? What message did you receive from the casino (if any)? Are you unable to log in, chat with support, or access any part of your account?

Could you please share your communication with the casino? 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, casino guru

I agree to answer your questions I have taken out the money 2 times before and everything passed without problems Winnings are counted without any bonuses, I had not even received any bonuses. timeout means that I got muted and can't talk with live support (i got muted because I wrote an f word)

(You have been given a timeout and have temporarily lost access to Customer Support chat. In the future, please keep your messages to a minimum, and we will endeavour to provide you with a solution quickly. If the matter is urgent, you may contact us via email on support@shuffle.com. Thank you.)

The second message is that they have not yet paid me money

(Please allow some time for our KYC compliance team to manually review the documents you have submitted. We are unable to provide an exact estimate for when this process will be completed, however we will reach out to you once this has been completed or if we require any additional information) However, I can log in to my account.I hope this information help you to understand the whole situation

With respect Domininkas R.

Dear ramasauskasjokubelis, could you please tell me when exactly the casino confirmed that your KYC verification was successfully completed?

Also, would you be able to provide a screenshot of your withdrawal request, including the date it was made, the amount, and its current status in the casino system?

Dear Casino GURU,

I was never told if they confirmed my KYC they just confirmed my ID that I send in may 26th it got verified instantly. they called it level 2 verification. I send you my screenshot of withdrawl request including the date it was made, the amount, and it's current status in the casino system

P.S. you can aslo see the 2 before made withdrawals without no issues.

With respect Domininkas R.

Thank you very much, twilight1, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ramasauskasjokubelis,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Shuffle Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received the withdrawals yet ?

Thank you in advance for providing the information.

Hi Martina, we've sent you an update over email.

Dear ramasauskasjokubelis, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Hi Martina, we've sent you another update.

Hi Martina, we've sent you an update over email, thank you.

Thank you Shuffle Casino Team, I have sent you the answer..

Hi ramasauskasjokubelis, your withdrawal has been processed.

Thank you Shuffle Team for the update!

Dear ramasauskasjokubelis

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ramasauskasjokubelis,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina