Shuffle Casino - Player's account has been suspended.

I placed a withdrawal today from shuffle

they told me to verify my identity

I dropped multiple clear identity they said it’s not clear

now my acct has been suspended without receiving my withdrawal

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Unknown1045,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I dropped my school id card and I sent the last one few days ago

yes I’ve provided all the required documents

I dropped my school id card and I sent the last one few days ago

yes I’ve provided all the required documents

Our investigation determined that the user's account was linked to the operation of multiple accounts on the platform in breach of Shuffle Terms of Service, including the following:

3.4. You are permitted to have only one Shuffle Account. If you attempt to open more than one Shuffle Account, any and all such accounts may be blocked, suspended or closed, and any sums credited to those accounts will be frozen and may be deducted. If you realise that you have opened more than one registered Shuffle Account you must notify us immediately by email at support@shuffle.com.

Based on these findings, the account will remain restricted in accordance with our Terms of Service.

Additional information and supporting evidence have been provided directly to the Casino Guru support for review.

At least can you release the pending withdrawal?

that’s all I care about

Now my acct got suspended without me receiving my payment

Thanks to both parties for your replies.

Dear casino representative,

Kindly provide evidence of any connection to other accounts you indicated in your earlier message to me.

Thanks in advance for your cooperation.

We can confirm that the requested supporting evidence have been provided directly by email for review and assessment.

Thank you.

Can I at least get my withdrawal processed

Dear Unknown1045,

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. Based on the information and documentation reviewed during our investigation, it has been established that the casino has a valid reason to conclude that a breach of its terms and conditions occurred due to association with other accounts registered on the website.

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.

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.

Check resources on our website dedicated to this topic:

https://casino.guru/licensing-authorities/curacao-license

https://casino.guru/guide/submitting-complaints-to-regulators

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

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

Best regards,

Tomas