Shuffle Casino - Player’s funds are withheld.

I have a self excluded account with remaning funds to withdrawal . Even if I self exclude I need to retrieve my money. I loved shuffle before. But they love to hate me

I need withdrawal my tokens from the account.

Dear pedrohf,

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

It appears you previously opened a complaint on our website regarding the same issue. https://casino.guru/shuffle-casino-player-is-unable-to-log-into-account

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

• Could you please explain the discrepancy between the current and previous disputed amounts?
• Could you please advise whether you had only 1 account registered during the time you were a player of the casino altogether?
• Could you please provide a more detailed timeline of events? (dates)
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear pedrohf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I just self excluded my account in December 2023. But I have balance to withdrawal. And shuffle never answer me. So I need help

Dear pedrohf,

I kindly ask you to reply to my previous questions.

Without your cooperation, we might not continue our investigation.

• Could you please explain the discrepancy between the disputed amount of this and the previous complaint you filed on our website? https://pt.casino.guru/shuffle-casino-o-jogador-nao-consegue-fazer-login
• Could you please share the self-exclusion request you sent to the casino?
• Could you please advise whether you had only 1 account registered during the time you were a player of the casino altogether?
• My email is tomas@casino.guru

Dear pedrohf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.