Shuffle Casino - Player’s account has been suspended.

Since I don't get any response from support@shuffle.com I'm creating a complaint here.

On January 14 I got my account suspended after won approximately 30000 USDC playing in Waifu Tower. Before suspension I withdrew around 4000 USDC and then I was logged out of my account. When I attempt to log in I receive message "Your account is suspended, please contact support".

I have been an active player on Shuffle for approximately one year. During this time I have wagered approximately 1 million$ and reached Jade 5 level. Also I had a full verified account (KYC lvl 3). I believe that as a loyal high-volume player I deserve at minimum a response explaining what happened and how this situation can be resolved. I always considered shuffle as safe and trustworthy casino, but this situation made me upset. Since its a very good platform I still want to continue using the website, if the issue will be resolved.

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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.

• When exactly was your account suspended, and when did you contact customer support via email as instructed?
• Have you tried reaching out to customer support via other communication channels (e.g., live chat or phone)?
• Did your withdrawal of 4000 USDC come solely from playing Waifu Tower, or were other games involved as well?
• Did you notice any bugs or irregularities during your gameplay of Waifu Tower that might have affected your winnings?

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

Hello,

My account was suspended on Jan 14, 2026, I sent an email message to support@shuffle.com on Jan 16, 2026 cuz I didn't know earlier I should contact via email.

I was trying to reach support via live chat and couldn't find an option to contact them, I thought the chat was broken and I was waiting for 2 days for it to be "fixed", and then I found out about support email.

My withdrawal was from Waifu Tower winnings.

I didn't notice any bugs, I was just playing on auto bet mode and the game was rolling me a lot of wins. If there was any bug I wasn't aware about it. I would contact support if I noticed anything because I don't want to lose my account which I have been using for a long time.

Please forward me all the communications (or at least the communication attempts from your side) between you and the casino customer support regarding the suspension of your account at veronika.f@casino.guru. Thank you for your cooperation.

I sent only one message to support email with no response, I have forwarded it to your email

Dear monk777

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,

Veronika

Hello monk777,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

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

Dear Shuffle Casino,

I kindly request clarification regarding the reasons behind the closure of the player’s account, including the remaining balance

If there are any relevant details or circumstances that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance for your cooperation.

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.

Thank you.

We've been in touch with the player and they've withdrawn their remaining balance.

I confirm that I've withdrawn the amount I had on my balance that wasn't a part of technical error. But I still basically lost my account which was very important to me to not to lose it, I've spend a lot of time on the platform, wagered big amounts and it is really upsetting Shuffle put it in withdrawal only mode and I can't do anything about it.

Dear Shuffle Casino,

Thank you for your response.

Dear monk777,

I truly understand how frustrating and disappointing it can be when your casino account is not fully reinstated, especially if you were hoping to continue playing without restrictions.

That said, once all legitimate financial obligations have been fulfilled, the decision to close or suspend an account lies entirely within the discretion of the casino’s management, and unfortunately, this is something we cannot influence.

Could you please confirm whether you have successfully withdrawn all the funds you were entitled to? Additionally, can you please let me know the amount you have withdrawn?

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

Dear monk777,

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,

Michal

Casino Guru