Shuffle Casino - Player’s self-exclusion request was not honored.

I am submitting a formal complaint against Shuffle, operated by Natural Nine B.V. (Curaçao License OGL/2024/1337/0628), for a failure to implement a responsible gaming self-exclusion request.

On February 3rd 2026 at 2:34pm EST, I asked for a reimbursement of my losses due to a mental health and gambling problem concerns. In the same message I requested that my account be self-excluded due to problem gambling concerns. Despite this request, the self-exclusion was not actioned, and my account remained fully accessible. I continued to incur financial losses after submitting this request.

I contacted Shuffle support multiple times and provided the email associated with my account when requested. However, I have received no substantive response or confirmation that my complaint was escalated to responsible gaming compliance.

I am submitting this complaint to request a formal review of Shuffle’s responsible gaming procedures and to seek reimbursement of my losses. I am willing to include all supporting documentation, including the original request, timestamps, loss history, and correspondence with support.

Thank you for your attention

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Stay safe.

Dear 2brb22xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

6. How to self-exclude

You can self-exclude your account by choosing Self-exclusion on your Shuffle Wise dashboard. Please contact our Customer Support team at support@shuffle.com if you need assistance with making a self-exclusion request.

On the receipt of your self-exclusion request, you will be placed on a 24-hour cooldown, during which you will not be allowed to place bets for the gambling activity you chose to self-exclude from.

After the cooldown period, you will be notified by email to extend your self-exclusion period via your account settings dashboard. If you do not extend the self-exclusion period within 24 hours of receipt of the email, your account will be unrestricted.

• Have you clearly informed the casino about your gambling problem in your intial request? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru
• Could you please confirm the date on which you submitted your initial self-exclusion request?
• Additionally, could you kindly verify that you have not received any acknowledgment from Shuffle support regarding your initial request?

Thank you very much in advance.

Best regards,

Petra

Hi I just sent you an email.

Dear 2brb22

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 Martin (martin.l@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,

Petra

Hello 2brb22,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Also, please forward me (martin.l@casino.guru) the email you have sent to the casino on the 3rd of February, preferably in msg. format, or a screenshot clearly displaying the sending date.

I would also like to invite the Shuffle Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Hi there

Firstly, player safety and responsible gambling are fundamental to how Shuffle.com is built and run.

I would be happy to assist in this case - however, we don't have any record of the Shuffle username or email that this individual has provided. Could I please request that they check this information and provide their email here or via the CasinoGuru representative?

I'd be happy to look into it from there.

Thank you.

Dear 2brb22,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru