Shuffle Casino - Player's account has been closed.

Hi

My Shuffle Account Got Banned and i am not able to access my account. Upon emailing the team they gave me this vague response

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Dear basicstud,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Were you informed which specific violation of the rules led to the ban of your account?
• When did you first notice that your account was banned?
• Did you pass the verification before you lost access to the account?

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

Petra

-No i am not still informed about which violation i did.

-I woke up a fine evening and i was not able to login into the account and it showed the account is suspended.

-Yes my account was level 2 verified.

Dear basicstud,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• Could you confirm your account balance at the time of the issue?
• Could you advise which games you focused on – slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Do you have any proof that your account was fully verified?
• Have you received any additional information from the casino since their initial response?

Please include any relevant documentation, such as screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

• i had like 40-50 in balance and 300 - 350 in vault if i remember correctly
• Blackjack / dice ... shuffle originals
• If you are talking about deposit bonus then no. i did not activate any deposit bonus and used to claim the codes they drop on their telegram regularly
• It was fully verified with documents but i am not able to access the account so i cant actually proof but their friday stream codes could only be claimed if the account was level 2 verified. And i used to claim them so it automatically is a proof that the account was level 2 verified.
• No i have not i have sent them multiple emails still no reply.

Dear basicstud

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 Jana (jana.k@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,

Petra

Dear basicstud,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Shuffle Casino representative to join this conversation and participate in resolving this complaint.

Dear Shuffle Casino, could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

Please get the evidence to me as well i wanna see what was the issue

As set out in Shuffle’s Terms of Service under the Account Suspension and Termination section, Shuffle reserves the right to suspend or close a player’s account at its sole discretion. This right is clearly communicated during registration and forms part of the Terms accepted by all players. Prior to the account being closed, all eligible withdrawals were fully processed and any outstanding bonuses were paid. No player funds were withheld in connection with this account closure.

Dear basicstud,

I hope this message finds you well. I would like to inquire if there is any remaining balance in your account that you wish to withdraw. Thank you for your attention to this matter.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear basicstud,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana