The player from Armenia had waited for a withdrawal for less than two weeks. Unfortunately, her payout had not been received. She had provided her address for verification five days earlier, but the casino had continued to request the same information and had ignored her further contact attempts. Despite the Complaints Team's efforts to communicate and extend the response time, the player had not replied to their inquiries. Consequently, the complaint had been closed due to lack of response, with the option to reopen if she resumed communication. After the complaint was reopened at the player's request and further information was gathered, the player's verification was completed successfully and the pending withdrawal was processed. The complaint was then marked as resolved.
Shuffle Casino - Player’s winnings haven’t been received yet.
Case closed
Amount: $16,247
Shuffle Casino
Safety Index 4.8 LowCase summary
Translation
Hello. This is a nightmare. I've been ignored for five days now. I won money at Shuffle Casino for the first time in my life, and they won't send it to me.
I won on March 7th, then I went through the test as I was asked to, and they are still keeping me waiting, I don’t know if they will make me wait another month?
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 susannanikoghosyan,
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 susannanikoghosyan,
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.
They asked to confirm my address. I did it five days ago, and support keeps sending me the same messages asking me to do the same. I trying to contact them, but they're ignoring me. Honestly, completely desperate....
Look at the screenshots please
Dear susannanikoghosyan, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
Dear susannanikoghosyan,
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,
Karla
Casino.Guru
We’ve reopened this complaint at the request of susannanikoghosyan. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear susannanikoghosyan, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
1 I didnt
2 I confirm i pass all the steps,
— KYC verification via Sumsub,
— selfie verification,
— proof of address,
— documents proving the origin of funds,
— bank statements and transaction confirmations.
3 I received a win with a bonus, but I fulfilled all the wagering requirements
4 Casino
5 Sent at karla.m@casino.guru, email. You can see that casino support ignoring me!
Dear susannanikoghosyan,
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, Kubo, (jakub.m@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,
Karla Mayfly
Dear susannanikoghosyan,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Shuffle Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Shuffle Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
Hello Casino guru team!
I want to inform you that Casino Shuffle continues to request more and more information. They've already asked me for everything possible, and I've provided it! Maybe I should also provide them with documents for all my relatives, or will they ask me to transfer my property to them? I've carefully reviewed their terms of use, and they're asking me for documents that aren't listed in the KYC section. Furthermore, I continue to cooperate and provide all the necessary documents, but the casino ignores me for several days. When I send a 5-7 new messages asking for a response, they send me the standard reply, "Wait for who knows how long, we don't know the deadline." It's simply awful; I curse the day I registered with this company!!!
Just for you know I won on March 7th, now 14 May!
There are Shuffle answers:
Hi,
Unfortunately, we can't provide an ETA as we do not have oversight of the Compliance team's workload. We will reach out to you once review is concluded or if any additional information is required.
Regards,
Shuffle Support Team
Hello Nikoghsinglet, thank you for your message.
Please allow some time for our KYC compliance team to manually review the documents you have submitted. We are unable to provide an exact estimate for when this process will be completed however we will reach out to you once this has been completed or if we require any additional information.
Thank you for your cooperation and patience.
Best Regards,
Shuffle Support
Shuffle
User’s verification has now been completed successfully, and the pending withdrawal has been processed accordingly.
Thank you for your patience and cooperation throughout the verification process.
Dear susannanikoghosyan,
I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.
Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!
We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.
Thank you in advance for your support in helping us enhance our services!
Best regards,
Kubo
