Shuffle Casino - Player's VIP account is blocked without reason.

Title: Formal Complaint – Shuffle.com Blocked VIP Gold Account Without Reason

To whom it may concern,

I am submitting a formal complaint against Shuffle.com regarding the unfair and unexplained blocking of my account.

I was a VIP Gold member of Shuffle.com and had deposited funds into my account. Without any prior warning or violation, my account was suddenly and automatically blocked. This action was taken without explanation, and I was denied access to my funds. Importantly, the block did not occur immediately after deposit, but rather happened unexpectedly while I was an active VIP Gold user.

I have attempted to resolve this issue through Shuffle.com’s support channels, but the only response I received was vague and did not provide any clear reason or solution. My funds remain inaccessible, and my rights as a customer have been ignored.

This behavior is unacceptable for a platform that claims to operate fairly and transparently. Blocking a VIP Gold account without cause or communication raises serious concerns about Shuffle.com’s practices and reliability.

I request immediate investigation and resolution of this matter. My funds must be released, and Shuffle.com should provide a clear explanation for the unjustified block of my account.

Sincerely,  

[Your Name]

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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?
• Could you please share with me your communication with the casino regarding the reasons for account closure? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello..I thank you for handling the complaint..I have been active on Shuffle for about five months..And a week ago my account was blocked...I was just playing plinko...I wanted to log in and continue playing it. When I entered my username and password, a message appeared on the screen stating that my account was blocked..I immediately contacted support via email but no response was given to me regarding this issue..I did not use the bonus to collect money...

Thanks for your reply.

• Could you please confirm you contacted the casino and asked for an explanation?
• Have you saved any communication between you and casino support?
• Would you be able to share the communication to better support your complaint?
• Could you please share a screenshot of the error you receive when attempting to access your player's account?

Send this information to me at tomas@casino.guru

Hi Thomas, I sent you all the information you requested... Team Shuffle is a scammer.

Dear Sanaz4353,

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, Michal (michal.k@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,

Tomas

Hello. Thank you and all the people who try to solve problems like this ...

Hello Sanaz4353,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

I kindly request clarification regarding the reasons behind the closure of the player’s account, including the remaining balance

If there are any relevant details or circumstances that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance for your cooperation.

Hello. Thank you for following up on my complaint against the Shuffle team... but I'm sure they won't respond... they don't value users at all and all their claims are lies.

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.

Hello...what happens after Shuffle Casino is not responding...this proves that they are stealing and deceiving users...

Dear Sanaz4353,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Shuffle Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Following a review of the account, it was determined that the account was subject to restrictions in accordance with Shuffle's AML Policy.

Specifically, Section 5.4 of the AML Policy provides that Shuffle will not onboard, or will block or suspend, customers who deposit funds originating from exchanges located in restricted jurisdictions.

Based on the findings of our review, the account will remain restricted in accordance with our AML and compliance obligations.

To assist with the independent review of this matter, supporting information has been provided directly to the Casino Guru team via email for confidential assessment.

Dear Shuffle Casino,

Thank you for providing the information and supporting evidence for our review of this matter.

Dear Sanaz4353,

Following a comprehensive review of the information and evidence provided by both parties, I regret to inform you that we are unable to proceed further with this case.

Compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements represents a fundamental obligation within the online gambling industry. Based on the documentation and information reviewed during our investigation, it has been determined that, in this instance, these requirements were not sufficiently met.

Given the failure to satisfy the applicable AML requirements as outlined above, there are no grounds to challenge the casino’s actions. Consequently, this complaint will now be closed as "Rejected."

I can assure you that, as an independent dispute resolution service, we have carefully examined all submissions and explanations provided by both parties. The casino acted in accordance with its established policies and procedures, which form part of the terms and conditions accepted at the time of account registration.

I recommend that you familiarise yourself with and adhere to the casino’s terms and regulatory requirements in the future.

Should you encounter any further issues with this or any other casino, please do not hesitate to contact us again, and we will do our best to assist you.

Kind regards,

Michal

Casino Guru