Shuffle Casino - Player’s winnings haven’t been received yet.

I've been trying to withdraw 0.25 BTC ($25,000) on shuffle.com since February 28th, since then on 2 separate days they asked me for 2 new KYC that I didn't even have the option to complete before trying to make my withdrawal (a bank statement and a "liveness check). I completed both at least a week ago.

2 days ago support sent me a message saying "Hello, we have received a report from the game provider confirming your involvement in card counting abuse. At this time, your full activity on the platform is under investigation"

if this is the case I am fine with them banning me from playing blackjack or any other games on there site, I just want my withdrawal in a timely manner and i have a feeling they are going to drag this on for much longer

Dear nick123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear nick123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

hi, they keep telling me "the provider is reviewing the recent rounds" but 1. that shouldnt have anything to do with processing my withdrawal and 2. i ask for an update everyday and there is never any progress.

how long until you can intervine?

my withdrawal has not been received, i have asked them for an update once a day and they keep telling me the same thing.

Thank you nick123 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

ok thanks

Hello there,

Thank you nick123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Shuffle Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you

So what happens if they don’t respond?

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.

Peter, I have emailed you.

Thank you. We consider this matter closed.

Thank you for providing me with the evidence Shuffle Casino representative.

nick123, The casino has presented multiple indicators suggesting the presence of duplicate accounts. It is an industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and as such, we find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar situations in the future. In light of this, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.

Kind regards,

Peter