Shuffle Casino - Player's large withdrawal is delayed.

Hello - I came across your site and I really hope you can help me as I’m at a loss right now

I have been playing in an online casino named Shuffle. I went to make a withdrawal Friday November 22 and I have tried over a dozen emails and chat attempts to find out why my withdrawal is "in review" and no one is answering me. I’m starting to worry they are running a scam. The amount of the withdrawal was US$18k.

I am based in the US and I used VPN to access and use the site. I realized after the fact that using VPN could violate their T&C but they have questions anything on my deposits (over $10k). I was able to make a small withdrawal with no problem whatsoever ($3k) several weeks back and it gave me the illusion that this was a reputable site.

Since then, numerous emails/chat attempts and multiple negative trust pilot reviews and not one person from the company has reached out to me. 

Any advice would be much appreciated - it’s a lot of money!! Please let me know any additional information you need and happy to provide it.

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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 your player's account is still accessible to you?
• Did you achieve your current balance with the help of a bonus?
• When was the last time you were able to withdraw winnings from the casino successfully?
• Were you asked to submit any documents for verification of your account?
• Could you please share with me your communication with your attempts to inquire about the delay as evidence? Send emails or chat transcripts to my email at [email protected], 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

Thank you for the reply. I will email you all of my email correspondences and chat attempt screenshots.

re your questions:

• Yes I can login just fine
• No bonuses whatsoever
• I previously made a smaller (US$3k) withdrawal on October 26 that went through without a hitch. This also further made me think the site was reputable which leads to the frustration
• No they never asked me for any verification info

thank you very much again for your help here.

Dear zevisnow1,

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, Hadi ([email protected]). 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 zevisnow1,

It’s a pleasure to e-meet you. My name is Hadi, 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 kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

As you can see, no replies from them whatsoever… very frustrating.

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.

What can I do if they don’t respond here? Any help much appreciated - thank you

Hi there - apologies for the slightly slower response time over the Christmas period.

We are have requested and are awaiting KYC verification from this player.

I just received this request for the first time once this was posted. For the record, this is the first and only response to my dozens of requests since November 22, a month before Christmas. I submitted the request drivers license / KYC on the site and hope this can be resolved asap now.

Dear Shuffle Casino Team,

Thank you for your response. We will await further updates from your side regarding the progress of the KYC review.

Dear zevisnow1,

I understand that this situation is not unfolding as you had hoped. At this stage, we are waiting for the casino to complete and update us on the KYC process. Please feel free to inform me if you receive any new information or notice any progress on your end.

Kind regards,

Hadi

Hello - I uploaded my ID as mentioned immediately and was approved quickly. The casino wanted a level 3 (proof of address) so I tried multiple times on the site to upload my current utility bill and it says error. I tried chatting with support and said email support. I emailed the document to support just now waiting for confirmation. I will come back with any updates

I received this message in chat - I am fine with this but I need my pending withdrawal approved!

I received another email yesterday stating they need to verify my address - I told them the same thing I’ve been saying (the website is for whatever reason not taking my document) so I sent it via email. I have not received a response yet but wanted to provide an update. The document is a my last month’s utility bill from the state which qualifies as proof of address as per the casino’s rules

I’m posting the email response I received here as well as my reply for documentation sake (both received and answered on 1/4/26):

from casino:

Hi there 

Can you please upload a Proof of Address document which matches the address you provided on sign up? I post it below for ease of reference. 

(My address with incorrect country listed)

Thank you.

My response:

I am located in the US - always have been. For further clarification - I was never asked for any information on address when I signed up or before making any deposits in the system. This only came to be after I requested a withdrawal that you have withheld over nearly two months now. If there was an issue with me being in the us it should have been required before I deposited any money in the site. I just want my withdrawal authorized and then I am fine closing my account from any further activity. Thank you 

Dear Shuffle Casino Team,

We are currently awaiting your response and an update on this matter.

Thank you in advance for your cooperation.

Kind regards,

Hadi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear zevisnow1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi