The player from Ukraine had deposited $500 and won $844, but had his account blocked and lost access to customer support for over a month without being able to withdraw his winnings. The Complaints Team had attempted to assist by seeking additional information and evidence from the player regarding his account status and communication with the casino. However, due to a lack of response from the player, the complaint was closed, but the player retained the option to reopen it in the future.
Shuffle Casino - Player’s account has been blocked.
Closed
Our verdict
Player stopped responding
Amount: 500 USD₮
Shuffle Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Made a deposit of 500 dollars, placed 1 bet, won 844 dollars on the account, checked the account for a month, after that they simply blocked access to the chat and stopped responding, did not withdraw the money, help
Automatic translation:
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9 months ago
Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account accessible? Can you log in?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Were you asked to submit documents for verification? Which ones?
- Could you please share with me your communication with the casino regarding the investigation and the delay in payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
i can login to my account i have just pending withdraw and ballance 0
i do 1 bet over under in dota 2 for best tournament tier 1
i full verifed my account wait 30 days
after verifed i open chat and they ignore me and say all time 1 message you cant used chat
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9 months ago
Thanks for your reply.
Could you please share with me any sort of supporting evidence regarding the status of your player's account and your attempts to resolve the issue so far? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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9 months ago
Dear asdasdasdasd,
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.
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8 months ago
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,
Tomas
Casino.Guru
