Shuffle Casino - Player’s account is locked and withdrawal is delayed.

Hi,

I have been playing on Shuffle for the past year without any issues. I had already completed Level 2 verification (Identity verification) during that time. There were no delays in withdrawals whatsoever, they were always processed instantly. On Jan 6, I made a deposit and noticed that I couldn't place any bets. After contacting them through live chat, they said I have to complete Level 3 verification to ensure the security of my account and my account was in withdrawal-only mode. I submitted the documents for the verification and it was accepted, but my account remains locked, so I made a withdrawal of the deposited amount and it shows as "In review" for over 5 days now. I've had larger withdrawal amounts processed without any issues but they're after me for some reason now. I've always been respectful to them on the live chat, but I can't send them any more messages now as I keep getting automated response saying "We are not able to serve you via live support at this time. Please contact us via email on support@shuffle.com with your query". They also haven't answered any of the emails I sent to support@shuffle.com, completely ignoring the situation. I hope they can see this and resolve the issue.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you completed level 3 and level 4 verification after your account was put into withdrawal-only mode?
• How did you learn about your account being blocked?
• Have you used crypto only for deposits and payouts?
• Have you received any response from thecasino regarding the status of your account?
• Could you please describe your overall activity in the casino in the past 3 months, to your knowledge?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

I appreciate your response.

Do I understand correctly that you completed level 3 and level 4 verification after your account was put into withdrawal-only mode?

How did you learn about your account being blocked?

Before this incident, I had already completed Level 2 verification (Identity Verification). The account was put into withdrawal-only mode when I tried to access the Evolution Blackjack game. After contacting support, I was asked to complete Level 3 (Proof of Address), that's pretty much the last conversation I've had with them, after that, nothing was communicated by them at all. I'll attach the email screenshots.

Have you used crypto only for deposits and payouts?

Yeah pretty much, unless I misunderstood that. The funds I deposited came from my crypto exchange account and that's where I also transfer the winnings, I don't use crypto for anything else.

Have you received any response from thecasino regarding the status of your account?

No, nothing at all was received.

Could you please describe your overall activity in the casino in the past 3 months, to your knowledge?

I've pretty much just been playing Blackjack, mainly Evolution. I also did play some house games like dice and bought some lottery tickets.

Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I'll attach them to this post.

Thanks for the detailed explanation of the situation.

Has the casino concluded the review of your account?

Did the casino process your payouts as a result?

Please let me know.

No, mind you they haven't sent me a single email or message indicating they're even onto anything or straight up just telling me to fuck off, nothing at all. Complete disregard on their part. I've honestly never seen such behavior from a company before. Their support team is literally non-existent or deliberately ignoring certain people.

Dear kiereagan,

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, Jana (jana.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,

Tomas

Dear kiereagan,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Shuffle Casino representative to join this conversation and participate in resolving this complaint.

Dear Shuffle Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

Thanks, Jana. I have sent you an email.

I like how the Shuffle Casino representative is more active than their own support team, they didn't take long to respond to the resolver while support tickets go unanswered for weeks. Do you guys at Shuffle think we don't deserve to know what's going on? I really don't care about whatever your compliance team decided to do with my account, but I would expect at least an answer that says whatever happened or that my account is permanently blocked. I really wouldn't question the decision much because it seems that your compliance team is at the same level of expertise as your support team.

Dear kiereagan,

I have been in contact with the casino team regarding your case. Since this matter involves aspects of the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, which contain sensitive and confidential information, the casino is unable — if not directly restricted — from sharing these details with us due to privacy and regulatory requirements policies.

Given these limitations, we must recommend that you submit a complaint directly to the casino’s licensing authority. While we would have preferred to assist you through our complaint forum, we understand that the casino’s policies and applicable regulations permit them to provide critical information and evidence in such cases only to the relevant regulatory bodies.

If you have not already done so, please submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Please let me know once you have completed this step and share the evidence of your complaint submission at jana.k@casino.guru . This will help me keep track of the situation and follow up as needed.

Since this matter involves aspects of the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, which contain sensitive and confidential information, the casino is unable — if not directly restricted — from sharing these details with us due to privacy and regulatory requirements policies.

Oh well, I know very well this is exactly how an issue ends up never being resolved so I would prefer not to proceed with this any further as I don't have any more time to waste. I do appreciate all your efforts to resolve this issue though. Please feel free to close this complaint. Thank you.

Dear kiereagan,

for the reasons outlined above, we will now proceed with rejecting this complaint. Thank you for your understanding. I am genuinely sorry that we were unable to assist you more effectively in this particular situation, as our goal is always to help players resolve their issues whenever possible.

Should you decide to contact the Curaçao gaming authority in the future, please let us know.

Please remember that you are always welcome to contact us again if you encounter any issues with this or any other casino. Whether you have a question, a concern, or a new matter that requires review, our team is here and ready to support you.

Kind regards, Jana