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

Hello,

I requested a withdrawal from Shuffle Casino for $3058, $939 and $863. Since that day the withdrawal has been stuck with the status "In Review" for over 10 days now.

I have completed all the required verification steps and my account is fully verified. Even though everything is in order, my money is still blocked.

I contacted Shuffle support several times through their support system, but they either give me the same generic answer or simply ignore me. I never got a clear explanation about what is happening or when I can expect the payment.

It's very frustrating, because I trusted the platform and I just want to receive my winnings. I feel like I'm being ignored and the process is being delayed without reason.

I kindly ask for help to resolve this situation and to receive my withdrawal of $4860 in total as soon as possible.

I can provide screenshots of my withdrawal request, the "In Review" status, and my conversations with support as proof.

Thank CasinoGuru for your support.

Dear player,

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 the 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

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hi there - please note we've requested and are waiting for the player to complete further identity verification. They're yet to upload their source of funds.

Dear all,

finally I got my funds.

Thank you CasinoGuru for helping out!

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

Dear Agata97,

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,

Dominika