Shuffle Casino - Player’s account is restricted and funds are locked.

Hi, after playing in the Shuffle casino for ~15 days and placig one successful withdrawal, at one point , probably after 200 k turnover, my account gets dissabled for betting and withdrawal. I have made 3000usdt deposit and my balance is 7200 usdt .They asked me to pass address verification, which i did next day, and it was approved successfully. I thought all is fine with my account, but it remained restricted. Support says documents need to be manually reviewed, and they repeat this for nearly 10 days now. They dont give any timeframe and they have locked my funds without any reason and explanation. I cant bet or withdraw. I have attached photos from the chat with them and from the message that they send me every time i text them. I feel they wanna scam me and use my money for a long period of time. It is not normal to lock a persons funds, no explanations given , no time frames given, to a fully verified account. Please help me.

Dear Borismmarkov,

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. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I have been betting mostly Dice, but i have wagered on Sports also. My account actually got restricted after i made one bet on NBA. I have not used any bonus.

Dear Borismmarkov,

Was the withdrawal option unlocked for you since your last post?

No, it has not been unlocked.... Still no information from their side, they only tell me my documents need to be checked manually.

Thank you very much, Borismmarkov, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Borismmarkov,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Shuffle Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been restricted?

What is the estimated time frame for finishing the investigation of the user's account on the casino's side and letting him know about the results?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

I've just sent you an email Branislav.

We consider this matter closed.

Thank you for your email, Shuffle Casino team. Can you please check my response and provide me with the requested details?

Thank you.

Dear Borismmarkov,

In the meantime, while I wait for additional details from the casino representative outside the thread, can you please confirm the disputed funds/winnings were mostly accumulated from sports betting?

Thank you.

Hi,

The profit of 4200 has been accumulated by betting NBA and Euroleague basketball. As of today my account is still active, i keep getting bonuses from the site, and after texting the support they keep telling me that more time needs to pass for my verification documents to be checked.

Greetings all,

I am sorry for the delay.

Dear Borismmarkov,

Thank you for your confirmation. In the meantime, I also received additional details/evidence from the casino, confirming its claims.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but we do not have enough insight to take on this kind of issue, and after gathering all the necessary information and details from the casino - although there are strong indications of another linked account/multiple accounts, which we usually handle and investigate further, in this case, it is clear that the allegations relate to sports betting play and a breach of rules governing it. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, or directly to the authority that regulates the casino. However, under such circumstances, you should count on the option that it will probably end up similar to what happened here.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you very much, Shuffle Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru