Shuffle Casino - Player’s account has been blocked.

My account at Shuffle Casino was suddenly suspended/blocked without any prior warning or clear explanation.

As far as I am aware, I did not violate any of the casino's rules or Terms and Conditions. I used my account normally, and then one day, when I tried to log in, I discovered that my account had been blocked.

I have not engaged in any suspicious activity, fraud, abuse, or anything else that I believe could justify the suspension of my account.

I would like Shuffle Casino to clearly explain the specific reason why my account was suspended and, if there has been a mistake, to restore access to my account as soon as possible.

I am fully willing to cooperate with any reasonable verification process and provide any necessary information to resolve this situation.

I hope Shuffle Casino can review my case and provide a transparent explanation and a fair resolution.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please confirm whether the disputed amount of 120,000 ARS remained in your casino account when it was blocked? Was this real money or bonus money, and did you have a pending withdrawal?
• When exactly did you lose access to your account, and has the casino provided any reason for the suspension? Please forward the complete relevant communication to veronika.f@casino.guru.
• Which games did you play at this casino?
• Have you completed the KYC verification?
• Did you accumulate the disputed funds with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear pleaseshuffle,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of pleaseshuffle. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

• Approximately when was your account blocked?
• Please forward the original emails you sent to casino support, together with any replies received since your reopen request, to veronika.f@casino.guru. If possible, please also attach a screenshot of the message displayed when you try to log in.

Thank you for your cooperation.