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

Hello,

I would like to file a complaint against Shuffle.com.

I have a withdrawal that is currently blocked, and the casino told me that they were unable to verify my profile, without giving me a clear explanation.

I have always played honestly using my own money.

It is possible that I accidentally created two accounts in the past, but I never abused bonuses or engaged in any fraudulent activity.

I am fully willing to close any duplicate account immediately and keep only one account, in accordance with their Terms of Service.

The live chat support is refusing to help and keeps telling me to contact [email protected] only.

I have already emailed them, but I have not received a solution.

I am ready to provide any documents needed for KYC verification and I want to cooperate, but I am not being told what steps are required to release my withdrawal, which is very important to me.

I am requesting Casino.Guru’s assistance to:

understand the reason for the block,

complete the identity verification,

close any duplicate account if needed,

and have my withdrawal approved.

Thank you for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear teetee2712,

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

Dear teetee2712,

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.

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

Dear teetee2712,

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,

Attila