The player from Brazil had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. The issue was caused by repeated KYC verification problems, as his ID card had not been accepted and he had not been allowed to upload an alternative document without prior authorization. We advised him to cooperate with the casino, wait for the review process, and provide the requested documents for an independent check. The complaint was then marked as resolved after he confirmed the issue had been settled.
Shuffle Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: 2,275 USD₮
Shuffle Casino
Safety Index 4.8 LowCase summary
Discussion
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3 weeks ago
Translation
I made several deposits with this bookmaker and was allowed to gamble normally throughout that entire period. When I requested a withdrawal of my funds, I was informed that my account would need to be verified.
I submitted my ID (RG) for review, and it was rejected three times without any plausible justification, since the document is in perfect condition and contains no inconsistencies. I even offered to send another document, but I am unable to do so because my access has been restricted.
Following these rejections, my access to the account was restricted, preventing me from viewing any details or completing the necessary verification. The only feature that remained available was the ability to request withdrawals, as instructed by the platform itself. I submitted two withdrawal requests as instructed, but none of the amounts have been credited to date.
In other words: the operator allowed my deposits and bets as usual, but is now preventing me from verifying my account and, consequently, withholding the payments owed to me.
I am attaching below the supporting documents (screenshots) that document this entire situation: the deposits made, the attempts to verify the document, the rejections received, and the unprocessed withdrawal requests.
I formally request the release of the amounts related to my withdrawals, since I have met all the requirements set by the platform and there is no irregularity on my part.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear adelsonliberato,
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
Sensitive attachment
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3 weeks ago
TranslationIn an effort to resolve the situation as collaboratively as possible, I contacted support several times, asking if I could submit an alternative document—my National Driver’s License (CNH)—since my ID card had not been accepted on the three previous attempts. I even offered to take a new photo of the document to speed up the verification process.
However, I am not permitted to resubmit the document. I was informed that I cannot upload any document for verification without prior authorization from the responsible team, which makes it impossible for me to resolve the issue on my own, even though I am willing to cooperate.
Furthermore, I have not received any estimated timeline for the review or resolution of the case. The only response I get is to wait "patiently" for the compliance team to review my account—with no indication of when they will get back to me.
Meanwhile, 2,275 USDT remains on hold, and I am unable to withdraw it, verify my account, or even actively contribute to resolving the issue. The platform prevents me from resolving the issue and, at the same time, shows no initiative of its own to resolve it, keeping my balance held indefinitely.
I reiterate my request: I simply want the amount corresponding to my withdrawal to be released, since I have met—and remain willing to meet—all reasonable requirements requested by the platform.
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2 weeks ago
I’m sorry to hear about your having problems with account verification. Please allow me to ask a few questions to understand the situation.
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Could you please confirm the exact amount that you are trying to withdraw?
- Have you accumulated your winnings with or without an active bonus?
- For an independent review, please forward the same documents that you have sent to the casino to jean.s@casino.guru.
Thank you in advance for your cooperation.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear adelsonliberato,
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,
Jean
