Shuffle Casino - Player's account remains unblocked despite request.

I wrote a request for permanent blocking due to gambling addiction, I attached screenshots, in the end they did not ban me forever

in the proof section 3 screenshots with deposits and chat about the request 3 times about blocking due to addiction and suicide attempts

They didnt ban my account

I ask to return 113,000 rubles back to me

Add all photos of chat with casino and deposits

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Did you continue through the link as the casino instructed you to?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hey as you can see on the photos that i said about gambling problem and suicide.

they ignored it and on next day i lose all money i send to casino.

I used link and they dont ban me

I send on email all chat response

Dear player, since you requested self-exclusion, did you make any deposits afterward? If yes, please let us know the exact dates of those deposits.

Are you currently able to access your player account, or has it been blocked?

During the cooling-off period, were you able to take any actions on your account (such as playing, depositing, or requesting withdrawals)?

After the cooling-off period ended, did you continue playing, or did you request for your account to be permanently closed?

Dear player, to proceed with your complaint, I kindly ask you to answer the following questions clearly:

1. Are you currently able to log in to your casino account, or has it been closed?
2. If your account has been closed, please specify the exact date and time when it was closed.

Thank you in advance for your cooperation.

I can login on website сasino with my acc

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear nataf555,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Shuffle Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Shuffle Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

The main goal is give me back my 113,000 rubles aka $1400USD

I send support requested with gaminling problem to ban me perma ban and they dont do it just and clear says about this problen and  suicide attempts

So they dont give a f*k about ppl with problems they just want more more money from it

If you need can give account and allow u too see it live that i send 3 times on live chat about problem and after next days i was allow to play again .... it sus asf

Thank you for bringing this matter to our attention.

Shuffle takes responsible gambling extremely seriously, and the welfare of our players is a top priority. Upon review of the customer's account and our internal communications, we can confirm that our support team followed our established responsible gambling policy.

When the player contacted us regarding their concerns, our team immediately:

1. Provided links and instructions for our self-exclusion options, which allow players to permanently close their accounts.
2. Directed the player to external resources and support lines for assistance with problem gambling and personal well-being.

We have a clear and well-documented process for players to exclude themselves, and our support team ensures this information is readily available upon request. We believe our team acted promptly and appropriately by directing the player to these resources and encouraging them to take control of their account status. We are committed to maintaining a safe and responsible gaming environment for all our users.

Sincerely,

Shuffle

You didnt give me back my 113,000 rubles aka $1400USD im still waiting for it.

Dear Shuffle Casino,

Thank you for your response and for the clarification.

Dear nataf555,

Could you let us know why you didn’t follow the instructions provided by the casino during the live chat - especially considering they process was explained and relevant links were shared at least twice (according to the screenshots you provided earlier)?

Your clarification will help us better understand the situation and proceed accordingly.

Thank you in advance.

I did used link they give and i i was allow to play after this read the chat with casino i send

I dont care even if they give or not give any link when i said i have gamining problem they have to ban my account instant when req self-exclusion  suicide attempts read the license casino

If you dont want to help player we have to go to license under this casino they dont follow - if they dont have license means this are iligal scam casino Shuffle Casino

Dear Shuffle Casino,

According to the chat transcripts provided by the player, the 24-hour cooldown was activated on May 11.

Could you please confirm the exact time the cooldown was initiated?

Based on the conversation from the following day (May 12 at 12:53 PM Melbourne time, AEST), your customer support agent stated that the cooldown had already been completed. This suggests that the cooldown was likely activated between 11:02 AM and 12:53 PM on May 11.

I would also like clarification on how the player was able to deposit and lose approximately 1,400 USDT during the cooldown period. My understanding is that, during an active cooldown, a player should be unable to place bets or deposit additional funds. Are deposits still permitted during the cooldown?

Thank you for your assistance in clarifying these points.

I dont ask for 24-hour cooldown read chat pls

I only ask perma ban my account - I have done KYC have write to support to ban my account have done all none else what can be done from my side

Give me $1400 USD back

Hi Kubo,

We'd like to clarify that the player enacted their 24 hour cooldown on the 11th of May at 1:04AM UTC. Per our responsible gaming policy found here:

https://shuffle.com/shuffle-wise/self-exclusion

While on a cooldown, players are strictly unable to place bets on any games, however deposits can still be made as there is no way to prevent players from making deposits via cryptocurrencies.

We can confirm that they did not wager on any games between the 11th of May 1:04AM UTC until 12th of May 1:04AM UTC.

So i want perma ban my account and refund the money $1400 USD back

You must take care of ppl who have gambling problems

Hello Everyone,

I would like to inform you that this matter is currently under internal discussion within our team. We kindly ask for some additional time to review all circumstances and reach a conclusion.

In the meantime, dear Shuffle Casino, since you have already acknowledged the player’s gambling problem, could you please confirm whether the player’s account has been permanently closed? If not, we strongly recommend that you proceed with the closure as soon as possible.

Thank you.

Hi Kubo,

Yes, we can confirm that this player's account is closed permanently.

Case still open only left is i need $1400 USD back

Dear Shuffle Casino,

Thank you for your cooperation throughout this process.

While I acknowledge that you followed your internal procedure by advising the player to request self-exclusion directly through his account, I must emphasize that your approach does not fully align with the principles of responsible gambling we promote. Specifically, requiring the player to return to a fully active account after a cooling-off period in order to confirm their self-exclusion exposes them to further harm, rather than protecting them.

When a player clearly communicates a gambling addiction and explicitly requests account closure, it is the casino’s responsibility to act decisively and prevent further deposits or play. Offering only a short "week off" while still allowing deposits leaves the player vulnerable and undermines the purpose of responsible gambling policies. In such circumstances, it is unrealistic - and arguably negligent - to expect an addicted player to revisit their account simply to close it. At best, this approach is inadequate; at worst, it risks being perceived as a calculated tactic, knowing the player is likely to continue gambling and ultimately lose their funds.

Furthermore, your statement that it is not possible to prevent deposits made via cryptocurrency is concerning. Technically, this can be addressed by disabling or removing access to the Deposit section within the site’s interface. As such, this explanation does not provide sufficient justification.

Given these findings, we believe the player’s gambling problem was not appropriately addressed, and that the deposits made and lost during the period in which the account should have been closed are subject to refund.

I appreciate your understanding and look forward to your response.

Yeah Kubo said all correct. Waiting for refund so we clear out the case

We appreciate your findings and the opportunity to provide further clarification.

We’d like to reiterate, our team followed all internal procedures as they were then in place at the time. 

We acknowledge, however, that the procedures in place at that time were not as developed and have since been updated to better address situations of this nature. These improvements include allowing players to initiate self-exclusion via Customer Support and our Customer Support agents now take more proactive steps to stop problem gamblers wagering on Shuffle. We are also ensuring that players with gambling-related concerns are not put in a position where they must re-engage with their accounts in order to enforce exclusions.

In this particular case, although our policies were followed correctly under the framework then in effect, we recognize the importance of bringing this matter to a close constructively. In the interest of resolution, and without prejudice, we have refunded the player their deposit.

We remain committed to responsible gambling practices and to continually improving our internal procedures in line with industry standards.

I did got the $1400 cashout but i was wrong on the price have to be a $1 501

So i need the $100 more on the account to sortout full money

Dear Shuffle Casino,

Thank you very much for your reconsideration and for making a fair decision. I truly appreciate your professionalism, your willingness to acknowledge a mistake, and your proactive steps to resolve it.

Dear nataf555,

I’m glad we were able to assist you in recovering your deposits. However, regarding your request for a refund of the deposit made on May 10, please note that this was prior to any engagement with the casino. As such, there is no basis for a refund from our perspective.

That said, I believe you are satisfied with the resolution of your main concern, so I will now proceed with closing this complaint as resolved. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo