Shuffle Casino - Player’s account has been closed after big winnings.

On March 5th, 2026, my account was suspended shortly after I won approximately $10,000. Prior to the suspension, I contacted my VIP host for the first time and received a bonus, which I used to win this amount, mainly on slots.

When I attempted to withdraw the funds, I received an error stating that my withdrawals were disabled and that I needed to contact support. After waiting several hours, support instructed me to complete KYC Level 3, which had only just become available to me at that time. I completed the verification within approximately 20 minutes. Previously, in December 2025, I had already completed KYC Level 2 (the highest level available to me at that time), which was fully approved.

Additionally, I had approximately $140,000 worth of $SHFL staked on the platform. I created my account in March 2025 and have been an active user ever since. Despite multiple attempts to contact support, my live chat tickets were consistently closed without response. I also reached out via email on April 22 and have not received any reply to date.

Given my history as a consistent and high-volume player, I believe I deserve, at the very least, a clear explanation regarding the suspension of my account and guidance on how this situation can be resolved.

I have always considered Shuffle to be a safe and trustworthy platform, which is why this situation is particularly disappointing. Despite this, I would still like to continue using the platform if this issue can be resolved fairly.

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Hello,

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.

• Are you currently able to access your account?
• Are there any documents in your account that are currently pending verification?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

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,

Attila

Hello,

At this time, I am unable to access my account. When attempting to log in, I receive the following error: "Your account is suspended, please contact support." All of my documents had been successfully verified during my last login (prior to the suspension). The only proof I have of the bonus is my conversation with my VIP host on Telegram.

Thank you for your response. Could you please specify the total balance in your account at the time of its closure?

Furthermore, have you had any further communication with customer support? If so, did they offer any explanations for the reason behind your account closure?

Thank you in advance for your reply.

Hello,

As far as I recall, I had approximately 558,000 $SHFL tokens staked there (valued at around $140,000 at the time of closure), along with about $10,000 in Bitcoin. Sorry, but unfortunately I don’t remember the exact amounts, as it was some time ago. I’ve attached all my interactions with live support about this situation, as well as the email I sent to them.

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, Michal (michal.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,

Attila

Hello stefanmatthew,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to explore how I might be able to assist.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

Could you kindly clarify the reason for the player’s account being blocked? If the action was related to a suspected breach of your Terms and Conditions, please specify which particular rule violation the player is alleged to have committed.

Should the relevant information or supporting evidence not be suitable for public disclosure, please feel free to forward it directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

As part of our mandatory compliance screening process, we have identified that account and associated blockchain activity do not meet the security and risk requirements set out in our Terms of Service. As a result, the account was permanently closed and access to the platform was revoked.

Due to legal and regulatory restrictions, we are unable to disclose specific details relating to the underlying compliance findings.

Dear Shuffle Casino,

Thank you for your response.

I fully understand and respect that you may be bound by internal policies and legitimate obligations aimed at protecting your fraud prevention systems and risk detection methodologies. Likewise, I appreciate the importance of safeguarding proprietary security measures and preventing any potential misuse or circumvention of internal controls.

At the same time, I would like to emphasise that, for the purposes of ensuring a fair and independent review of the matter, it is generally sufficient for such evidence to be shared confidentially with us in our capacity as an independent dispute mediator.

In the absence of at least a limited form of verifiable evidence supporting the alleged breach of the rules, it becomes difficult to fully substantiate the confiscation decision from an independent review perspective. Under such circumstances, the complaint would regrettably need to be assessed as "Unresolved – Insufficient evidence from the casino."

This is certainly not a conclusion we seek to reach, as our objective is always to conduct a fair, balanced, and proportionate assessment based on the available evidence.

Should it be necessary, we are also open to formalising the review process further through a non-disclosure agreement and/or obtaining explicit authorisation from the player to facilitate the confidential review of the relevant materials.

I trust that a mutually acceptable way can be found to allow this matter to be independently reviewed in alignment with applicable regulatory and fairness principles.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We can confirm that supporting information will be provided via email shortly for your review.

Thank you.

Dear Shuffle Casino,

Thank you for your email. I have responded back with some additional inquiries and am looking forward to your reply.

Dear stefanmatthew,

Could you please confirm the make and model of the device(s) you used, along with the operating system version and the browser(s) or app(s) utilized during registration and gameplay?

Additionally, I kindly ask you to confirm the payment methods registered in your name that were used at the casino, and to provide supporting documentation (such as a bank statement or e-wallet/crypto wallet statement).

For completeness, could you also clarify whether you have shared any devices with other casino users, or whether you have sent or received funds to or from any individuals who also play at the casino?

You can send the evidence to me at michal.k@casino.guru

Hello,

During my gameplay and account registration, I used two different computers that I own running Windows 11 with Google Chrome. I also reinstalled Windows twice and created new Chrome profiles after each installation, although I am not sure whether this is relevant. Additionally, I have consistently used a VPN.

The majority of my deposits were made from my own self-custody wallets. After reviewing my transaction history, I identified four deposits that did not originate directly from my personal wallets. These were due to specific circumstances, including a withdrawal from another platform, a transfer from another individual, and a deposit sent directly from a swap service. Regarding the latter, I recall that converting LTC to $SHFL was not supported at the time, and I mistakenly rushed the process and deposited directly from the swap.

In this situation, could you please clarify what type of statement would be required for a wallet that I manage on my mobile phone?

I would also like to confirm that I was the only person who used this account. As mentioned above, one deposit originated from another person's wallet, meaning I played using funds sent from a wallet that I do not personally own. I have also made withdrawals to wallets belonging to other individuals. However, throughout the entire period, I was the only person accessing and operating the account. I alone had access to the account credentials and I was solely responsible for and in control of all deposits and withdrawals. Furthermore, I would like to confirm that all funds used for gameplay were my own funds, regardless of which wallet address was used for a particular deposit or withdrawal.

Dear Shuffle Casino,

Thank you for the additional information and evidence related to this matter.

Dear stefanmatthew,

Thank you for providing the additional clarification. However, I am afraid that the information you have shared ultimately corroborates the casino's position and provides a reasonable explanation for the measures taken against your account.

Following a comprehensive review of the information and evidence made available by both parties, I regret to inform you that we are unable to proceed further with this case.

Compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements constitutes a fundamental obligation within the online gambling industry. Based on the information and documentation reviewed during our investigation, it has been established that, in this instance, these requirements were not sufficiently fulfilled.

I can assure you that, as an independent dispute resolution service, we have thoroughly examined all the evidence and explanations provided by both parties. Based on our assessment, we have found that the casino acted in accordance with its established policies and procedures, which form part of the terms and conditions accepted upon the creation of your account.

Given the failure to satisfy the applicable KYC and AML requirements, we have not identified any grounds upon which we could reasonably challenge the casino's actions. Consequently, this complaint will now be closed as Rejected.

You are, of course, entitled to disagree with this conclusion. Should you remain convinced that your position is justified, you may consider escalating the matter to the casino's licensing authority or another competent authority within your jurisdiction. Unfortunately, we cannot provide any further assistance regarding this issue.

If you choose to pursue this course of action, I would appreciate it if you could inform me of the outcome at michal.k@casino.guru. It is always valuable for us to understand how other competent authorities assess and resolve similar matters, as this could help us refine our own approach to dispute resolution.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Should you face any challenges with this or any other casino in the future, feel free to contact us again and we will try our best to help.

Best regards,

Michal

Casino Guru