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

opened up my shuffle account (L2 verified) and they were quick to accept my deposit, lost a couple times and after a few deposit later i was able to come out with a win (i only play live black jack nothing else), applied for my first withdraw of 1200usdt, then 200usdt then finallly 1500 usdt in seperate withdraw requests, its been 48hrs+ and i cant get onto anyone through their livechat as their ai bot tells me to email shuffle support and that noones available to help me everytime. No replies to my emails,

the withdraws are to the same wallet address that sent it except for the 1500 ustd one was sent to another one address of mine

some one help me please🥲

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Dear Aluinjiang405,

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

Hi Attila, thank you for your reply. It is not just purely to do with thr withdrawal itself. The shuffle livechat system is literally non existent, i try 3-5 times everyday for the past week and have not been able to speak to any real person. Anytime a real customer service joins the chat they immediately exit the chat. No responses from my emails. Absolutely nothing. Atrocious casino. I have never had such a horrible experience with any online casinos

Dear Aluinjiang405,

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.

Hi Attila,

nothing has progressed with my withdrawal, still "in review". no response from shuffle livechat or email whatsoever, no reply on my comment on their trustpilot. Absolutely disgusting casino.

i would greatly appreciate your help in this matter

Dear Aluinjiang405, thank you for your response. 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?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@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 Aluinjiang405,

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 attila

i have just completed Lv3 verification and had it approved by shuffle and this is my first withdraw with them. Withdrawal is still "in review" as per the post since 26th November

Dear Aluinjiang405,

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, Lucia (lucia.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 G.

Hello Aluinjiang405,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Shuffle Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

This player's withdrawal was completed 7 days ago.

Thank you.

Dear Aluinjiang405,

can you please give us an update? Have you received your withdrawals?

Dear Aluinjiang405,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru