Shuffle Casino - Player’s withdrawal has been delayed.

I am writing to file a formal complaint against Shuffle.com regarding a withdrawal of 261.72179091 SOL that has been stuck "In Review" since May 2, 2026.

Timeline of events :

• May 2, 2026 at 1:09 PM : I deposited 258.99912412 SOL into my Shuffle account

• May 2, 2026 at 1:12 PM : I requested a withdrawal of 261.72179091 SOL — only 3 minutes after the deposit, without placing any bets or wagering any funds

• The withdrawal status has remained "In Review" ever since, with no transaction hash (N/A)

KYC verification — fully completed :

My account verification is 100% complete, including :

• Email Verification ✅

• L1 : Basic Information ✅

• L2 : Identity Verification ✅

• L3 : Proof of Address ✅

• Liveness Check ✅

No response from Shuffle :

I contacted Shuffle support by email on May 7, 2026 and again on June 7, 2026. I received no response to either message.

Inconsistent treatment — other withdrawals approved :

On June 7, 2026 at 3:05 AM, Shuffle confirmed a separate withdrawal of $18.32 (transaction hash : 0x65…a071). This proves that Shuffle is actively processing withdrawals while deliberately keeping my 261.72 SOL blocked. This inconsistency is unjustifiable.

Important clarification :

The funds I am requesting are strictly my own deposited funds. I did not gamble, I did not generate any winnings. This is a straightforward withdrawal of my personal funds, and there is no legitimate reason to withhold them.

I am requesting that Casino Guru intervene to obtain a clear explanation from Shuffle and ensure the immediate release of my funds.

I have screenshots of all of the above as supporting evidence.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was this your only deposit in the casino?
• Where does the difference between the deposit and payout come from?
• Why have you decided to withdraw your deposit without any gameplay taking place?
• When did you complete the last step of the verification process?
• If there is any response you received from the casino regarding the issue, send this information to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Thomas,

Thank you for your quick response. I will answer each of your questions below.

1. Was this your only deposit at the casino?

No, this was not my first deposit at Shuffle. I had already made prior deposits on April 28, 2026 : +86.54068680 SOL at 10:50 PM and +73.92990953 SOL at 10:52 PM. I also successfully withdrew 267.84634983 SOL on April 28, 2026 (tx : 27Sh…wnvP), which proves that Shuffle had already processed my withdrawals without any issue in the past.

2. Where does the difference between the deposit and the withdrawal amount come from?

At the time of my deposit of 258.99 SOL on May 2, I still had a residual balance in my Shuffle wallet. The withdrawal amount of 261.72 SOL includes that remaining balance.

3. Why did you decide to withdraw without playing?

The deposited funds represent my last remaining savings. I made the personal decision to resist the urge to gamble and withdraw immediately in order to protect my money. This is a completely legitimate and personal decision that should not justify blocking my funds.

4. When did you complete the last step of the verification process?

I completed the final KYC verification step between May 3 and May 5, 2026, shortly after my deposit on May 2. All steps are now fully validated : Email Verification, L1, L2, L3, and Liveness Check.

5. Additional context regarding subsequent withdrawal attempts:

On May 3, 2026, a withdrawal attempt of 0.13689246 SOL was also placed under review, with no resolution to date. After waiting over a month with no response from Shuffle, on June 7, 2026 I attempted a withdrawal of 61.04069380 SHF, which was approved and processed successfully. On the same day, I redeposited that same amount, played a few rounds, and then attempted to withdraw my funds again — this new withdrawal was immediately placed under review as well. This pattern of selectively blocking withdrawals while approving others demonstrates a clear inconsistency in how Shuffle handles my account.

I am attaching screenshots of my April 28 deposits, the confirmed withdrawal from April 28, and all KYC verification evidence.

I hope this clarifies the situation and I look forward to a swift resolution.

Kind regards

Our investigation determined that the user's account was linked to the operation of multiple accounts on the platform in breach of Shuffle Terms of Service, including the following:

3.4. You are permitted to have only one Shuffle Account. If you attempt to open more than one Shuffle Account, any and all such accounts may be blocked, suspended or closed, and any sums credited to those accounts will be frozen and may be deducted. If you realise that you have opened more than one registered Shuffle Account you must notify us immediately by email at support@shuffle.com.

Based on these findings, the account will remain restricted in accordance with our Terms of Service.

Additional information and supporting evidence have been provided directly to the Casino Guru support for review.

hello, tomas

hello, Shuffle

I would like to summarize my situation with the utmost respect and full transparency.

I have never created any other account on Shuffle, under my name or any other identity. I swear this on my honor. If your system has detected multiple accounts sharing my IP address, I invite you to contact the individuals concerned directly, they are people who visit my home and play on your platform themselves using my Internet connection. I have no financial or operational connection to their accounts whatsoever.

Furthermore, the deposit I made generated no winnings. The funds I am requesting to withdraw are solely my personal funds, which have never been wagered on the platform at any point.

I completed your identity verification process in its entirety, and it was validated and approved by your teams. I am also willing to participate in a video call or any additional verification you may deem necessary, in order to demonstrate my good faith.

My request is simple: I only wish to recover my withdrawal. If you wish to restrict my account to withdrawal-only mode, I accept that. If you wish to permanently close my account, I accept that as well provided my funds are returned to me first.

I have been playing on various gaming platforms for many years and have never encountered a single issue. My reputation and integrity are beyond reproach.

I kindly ask you, with the greatest respect, to proceed with the restitution of my funds.

I am also attaching, for the second time, the screenshots showing the exact date and time of both my deposit and my withdrawal request, as additional proof that these funds were never used for wagering.

However, there is a major inconsistency that I cannot ignore. Although you invoke an alleged violation of clause 3.4 which I absolutely did not commit your platform authorized and validated a withdrawal in Shuffle Coin dated June 7, 2026, more than one month after my initial blocked withdrawal of May 2, 2026 in SOL.

How do you explain this logic? How can you authorize a Shuffle Coin withdrawal if I was truly violating your terms of service? Why would you have approved an additional withdrawal if my account was supposedly fraudulent? This makes no sense whatsoever and clearly demonstrates an inconsistency in your application of the rules.

I am asking for one thing and one thing only the restitution of my funds. Nothing more. I have not been sleeping at night over this.

These are my last savings. Please, simply validate the transaction, re-credit the money to my account so that I can initiate a new withdrawal - whatever method works for you but please, I beg you, return my money to me.

Dear Shuffle Casino,

Thank you for providing your position regarding the case.

Dear Baal88,

Thank you for your response.

Please note that I am currently in contact with the casino outside of the complaint thread and have requested additional information and supporting evidence related to their findings. Once I receive and review the relevant details, I will update you here with any relevant developments.

Thank you for your patience and cooperation.

Dear Tomas,

Thank you for your follow-up and for actively monitoring my case.

I would like to bring to your attention an essential element that, in my view, demonstrates the complete inconsistency in Shuffle’s position.

My withdrawal of 261.72 SOL was blocked on May 2, 2026, under the pretext of an alleged violation of clause 3.4 of their Terms of Service (multiple accounts). However, more than a month after this block, on June 7, 2026, Shuffle approved and validated an additional withdrawal on my account, this time in Shuffle Coin.

This raises a fundamental question: if my account was truly in violation of their Terms of Service to the point of justifying the blocking of my funds, how do they explain approving a new withdrawal on that same account a month later?

By accepting this second transaction, Shuffle implicitly acknowledged that my account was in good standing and compliant with their Terms of Service. They cannot, on one hand, invoke a violation to justify a block, and on the other, validate a transaction on that same account which they consider fraudulent. This is a direct contradiction of their own position.

By acting this way, Shuffle themselves broke the logic of their own justification. If their clause 3.4 argument truly held up, they should have refused all transactions on my account, not just the one that mattered to me. This inconsistency clearly demonstrates that the blocking of my 261.72 SOL is not based on an actual violation, but on an arbitrary and selective application of their own rules.

I therefore ask that you take this central element into account in your review of the case, as it proves, in my view, that my funds must be fully returned to me.

I remain available for any further evidence or information you may need.

Thank you for your attention and professionalism.

Best regards

Dear Tomas,

It has now been several days without any follow-up or concrete response regarding my situation. I would like to know what is currently happening with my case, please.

Shuffle has not responded to a single one of my emails, nor have they contacted me directly at any point to explain their position. I have received absolutely no direct communication or justification from them since this dispute began.

I would like this situation to finally come to an end. I am simply asking for my withdrawal to be processed and for my funds to be returned to me.

Could you please provide me with an update on where things currently stand with Shuffle, and what the next steps will be?

Thank you very much for your time and continued support on this matter.

Best regards

Dear Baal88,

Thank you for providing the additional clarification. However, I am afraid that the information you have shared ultimately corroborates the casino's position and provides a reasonable explanation for the measures taken against your account.

Following a comprehensive review of the information and evidence made available by both parties, I regret to inform you that we are unable to proceed further with this case. Based on the information and documentation reviewed during our investigation, it has been established that the casino has a valid reason to conclude breach of its terms and conditions occurred due to association with other accounts registered on the website.

Based on our assessment, we have found that the casino acted in accordance with its established policies and procedures, which form part of the terms and conditions accepted upon the creation of your account.

You are, of course, entitled to disagree with this conclusion. Should you remain convinced that your position is justified, you may consider escalating the matter to the casino's licensing authority or another competent authority within your jurisdiction.

Check resources on our website dedicated to this topic:

https://casino.guru/licensing-authorities/curacao-license

https://casino.guru/guide/submitting-complaints-to-regulators

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Should you face any challenges with any online casino in the future, feel free to contact us again, and we will try our best to help.

Best regards,

Tomas

Casino.Guru

Dear Sir or Madam,

I cannot accept the conclusion of your investigation, which is based on a major factual contradiction that your team has failed to resolve.

1. The central inconsistency:

Shuffle invokes clause 3.4 (multiple accounts) to block my withdrawal of 261.72 SOL. Yet, just days after this blockage, Shuffle approved a withdrawal in Shuffle Coin from the same account.

The logical question: If I were truly violating the terms and conditions through association with other accounts, why would Shuffle approve a second withdrawal? A violation does not disappear selectively based on currency type.

This proves that Shuffle had no solid basis for the initial blockage.

2. Regarding the "multiple accounts registered" claim:

You concluded that there is an "association with other accounts" on my IP address. This is factually incorrect:

• My friend has his own separate credentials and account

• He logged in himself on my computer — I do not control his account

• I have never played with the SOL funds I deposited (this is my first point to clarify with Shuffle)

• Multiple users on the same PC/connection is a normal scenario — it is only a violation if I personally control those multiple accounts

Shuffle has provided NO technical evidence (game logs, identical patterns, withdrawals to the same wallets, etc.) demonstrating that I personally played on these other accounts.

3. Request for clarification:

Your conclusions are based on an inference, not verifiable facts. Before closing this case definitively, I require:

• Why did Shuffle approve a withdrawal after invoking a violation?

• What technical evidence (session logs, game patterns, withdrawal addresses) proves that I personally played on other accounts?

• How do you explain that only the SOL withdrawal is blocked, while others are not?

Conclusion:

Your investigation failed to address the major inconsistency. I consider this closure premature and unjustified.

I will escalate this complaint directly to the Curaçao Gaming Authority (CGA) with the entirety of this correspondence.

I strongly request that you reopen this case or formally clarify the evidence upon which Shuffle bases its position.