Shuffle Casino - Player’s account has been suspended.

Since I don't get any response from [email protected] 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 [email protected] 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 [email protected]. Thank you for your cooperation.