Shuffle Casino - Player's account has been closed without explanation.

I created my account on Shuffle, played for a day, and was claiming the daily codes. Suddenly, my account was blocked without any explanation. When I try to log in, it tells me to contact support, but I tried emailing them 15 days ago and haven't received any response. I sent several emails, and nothing; they didn't even give me a reason for the suspension. What I did see on a Discord server of the person I registered with on Shuffle (using their code) was that many people had been banned because there was a wager race, and they were using a bot to farm wagers or something. I have nothing to do with this, nor did I participate in the wager race, so they included me in the same wave of bans as those accounts. I don't have anything to do with it; I didn't wager that much, and I'm not in the race at all. So they made a mistake, but they're not offering a solution either, since they don't answer my emails or anything. It's incredibly unfair since I didn't do anything other than bet. I didn't even make any money, I don't understand it. I lost more than I won, and I didn't accept any bonuses or anything like that.

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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 provide a link to the promotion or bonus offer connected with the daily codes you activated?
• Approximately how many daily codes or bonuses did you activate before your account was blocked?
• What games did you play while using these bonuses?
• Did you register through a referral link or enter a referral code during registration? If so, please provide the exact referral link or code you used.
• Can you confirm that you used only one casino account and did not use any bot, script, automated software, or other tool to place wagers? Did you share a device, internet connection, or payment method with anyone associated with the Discord server or referral code you mentioned?
• Please forward the complete emails you sent to the casino, along with any replies you received, preferably in their original .eml or .msg format. My email address is veronika.f@casino.guru.

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 germann10,

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 germann10. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear germann10,

Thank you for your clarification. To continue reviewing your complaint, I still need to establish whether the casino is withholding any funds.

• What balance remained in your account when it was blocked? Does the disputed USD 60 represent that balance or money you had already lost? Please clarify whether the remaining funds came from deposits, promotional codes, or both.
• You confirmed that you did not share your account. Could you also confirm whether you had only one Shuffle account and whether you shared a device, internet connection, or payment method with another Shuffle player?
• Please forward the complete emails you sent to the casino and any replies received, preferably in their original .eml or .msg format, to veronika.f@casino.guru, quoting complaint ID 231187.

If you have an existing screenshot showing your balance before the account was blocked, please include it.