Shuffle Casino - Player claims that payment has been delayed.

Hello im making this post to hopefully get a faster resolution for my shuffle withdraw being stuck in review for over a day now. I was recently gambling on shuffle.com and went to withdraw my winnings which was around 9k in solana. After doing so It has been stuck in review and when i contacted support they said i need to verify my identity and when i did and it went through they said it needs to be manually reviewed. A manual review shouldn’t take this long and they use this tactic to hold funds for an excessive period of time. Im genuinely confused on why this transaction was placed in review as ive withdrew up to 20k on that same account.

heres proof of everything

https://imgur.com/a/geXv***

this includes past withdraws over 10k completing with no issue, kyc completed, and proof my withdraw is still in review after everything has been completed. Furthermore In the screenshots I provided my casino bets showing my legitimacy and proof I won off of live blackjack.

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Its not that the payment hasnt been processed yet its the fact they place my account under review after a big win even though ive won more before. They also randomly asked me to kyc in which i did they still dont release my money and blame it on it needing to be "manually reviewed" after it was already accepted

Dear player,

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 player,

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,

Dominika

Casino.Guru