The player from Germany claimed damages against Casino Shuffle.com for illegal gambling and fraud after having been able to register, deposit, and withdraw on the site, only to be informed that they did not accept players from Germany. Despite requesting proof of a German gambling license, she only received a Curacao license and remained without an overview of her deposits and withdrawals. She demanded immediate compensation for her losses. The Complaints Team concluded that since the casino did not explicitly restrict players from Germany, the player was free to play there, and they closed the complaint as no further assistance was requested.
Shuffle Casino - Player's account closure leads to claim against casino for fraud.
Closed
Our verdict
Unjustified complaint
Amount: €20,000
Shuffle Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
Claim for damages against Casino Shuffle.com for illegal gambling and fraud.
I registered with the casino on July 18, 2024 - I was able to visit the website from Germany (without a VPN), register, make deposits and withdrawals, and play.
After the Airdrop2 at Shuffle, I wanted to complete the KYC process to get a higher payout. It showed me "We do not accept players from Germany" (see Appendix 1).
Up to this point, I had already turned over over €450,000. I immediately contacted support and asked for clarification/statement as well as proof of the gambling license required for Germany in accordance with GlüStV 2021. I informed Shuffle that a gambling license is required in order to make the service available in Germany (I was able to use it without restrictions). I also informed Shuffle that in the case of an "illegal" offer, the terms and conditions etc. are invalid under German law.
After 3 reminders, I received two replies yesterday. One with a link to a license in Curacao and a reference to the terms and conditions that players from Germany are prohibited from using the site and that I have confirmed these conditions. (See attachments).
I ask for a GERMAN license and receive proof of a license in Curacao?!
I would like to point out that without a license the terms and conditions etc. are invalid in Germany and reference is made to these?!
Despite my request, I have not yet been provided with an overview of all deposits and withdrawals (hence the estimate of €20,000).
I therefore demand that Shuffle immediately compensate me for my losses or reach an acceptable settlement/agreement.
I ask the Casino Guru team to mediate here. On the other hand, I see myself forced to take legal action against the casino, the payment providers and also against the game providers such as PragmaticPlay, Hacksaw, etc. In this case, I will publish the matter on YouTube and enable other affected players to join in the claim.
For me, this is not only illegal gambling but also fraud. Why don't they block players from the countries in question or prevent them from registering (see Robert, Stake, etc.)?
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1 year ago
Hello schmiederkay84,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shuffle Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account was ever verified before?
- Do you currently have any balance on your casino account?
- Is your account still open?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
TranslationNo, the account was not verified. Registration, deposits and withdrawals worked just fine...that's why I was so surprised when I wanted to do KYC and it said "we do not accept players from Germany.
That's why I requested the German license, whereupon I was given a link to the license in Curacao.
I therefore assume that there is no German gambling license and that the offer is therefore illegal. According to German law, the terms and conditions etc. are therefore invalid.
No, currently no credit and yes the account is still active.
I sent the casino a claim for damages today with a "settlement offer" to compensate at least 25% of my losses - so far without a response.
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1 year ago
Dear schmiederkay84,
If your balance has been lost, this situation is similar to losing it at any other licensed casino, meaning a refund is not possible in such cases.
However, if the casino were to refuse a withdrawal due to country restrictions, we would be able to assist you further. Unfortunately, in this instance, you are not eligible for a refund.
When registering, players agree to the casino’s terms and conditions, and it is also their responsibility to verify whether the casino holds a license in their specific country.
Is there anything else we could assist you with?
Best regards,
Nick
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1 year ago
TranslationSeriously? That's your answer as a "complaints office"?
I'm actually considering publishing this/your answer - because it is not only outrageous but also legally incorrect - and has NOTHING to do with supporting the players.
The casino that offers gambling in Germany needs a license:
Organising or brokering without this permission (illegal gambling) is prohibited" (see in particular Section 4 Paragraphs 1 and 5 of the State Treaty on Gambling 2021 - GlüStV 2021 -).
If the casino does NOT have a license, access to the website (eg like Roobet) or registration (like Stake) MUST be restricted. Neither of these is the case with Shuffle.
Since the casino does not have a German or EU license, the offer is therefore illegal! The player is NOT responsible for this - this is NONSENSE and WRONG - if the offer is available to the player without restrictions, the player must assume that the provider complies with ALL legal regulations (because in principle gambling is not prohibited in Germany)
You should know this too!!!! Why are you lying to me???
Registration / Terms and Conditions:
Your answer is simply WRONG - and I seriously wonder whether you are giving this answer out of incompetence or other interests?!
If the casino offers its service illegally (which is obviously the case with Shuffle) - ALL terms and conditions etc. are invalid - there are German rulings on this (also other EU countries).
Therefore, ALL agreements, contracts and bets/games are invalid!
EVEN if I have confirmed them - the terms and conditions are invalid / void.
Fraud and Liability:
The casino knows that it does not have the required license - but still offers players from Germany the unrestricted opportunity to register, deposit and withdraw, etc. - even after Shuffle wrote me an email saying that "... they do not accept players from Germany..." my account is open and available without restrictions.
This is intentional fraud!
The payment service providers, game providers (such as PragmaticPlay), etc. are also liable here, as they apparently support, tolerate or do not control the fraud!
I have informed your affiliate partner PragmaticPlay about this incident. I wrote to PragmaticPlay and asked for a statement - NO RESPONSE - nobody is interested! Fraud and illegal gambling are accepted and tolerated.
And now, Casino Guru team, please explain to me why I am receiving such an answer from you?
I am more than disappointed with your "service"
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1 year ago
Dear schmiederkay84,
As previously explained, our position on this matter remains unchanged.
If you wish to pursue this further, you are welcome to contact the casino’s licensing authorities for additional support. From our perspective, unless the casino explicitly restricts players from a specific country, you are free to play there.
By registering, you agreed to the casino’s terms, and discovering the absence of a license only after losing your balance does not change this.
As there are no further requests for our assistance, we will now proceed with closing the complaint.
Best regards,
Nick
