Shuffle Casino - Player's withdrawal has been delayed.

Shuffle asked me to complete the verification process. I sent everything they requested, but they still haven't replied to any of my emails. What's more, they keep sending me promotional bonus offers while completely ignoring my emails. My withdrawals are pending

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 Kania,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that none of the documents have been approved yet?
• Which documents have you already submitted, and when did you send the most recent one?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Do I understand correctly that none of the documents have been approved yet? Yes i sent them id card on wednesday and they not answering on mail on chat as well not answering. I made withdrawals as well on wednesday and silence from this day

Which documents have you already submitted, and when did you send the most recent one? As i said id card wednesday

Thank you very much for your reply, Kania. Has the casino indicated any issues with approving any specific documents?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

They not answering to me at all. I will send all corespondence to You.

Unfortunately, I have not received any emails from you yet. Could you please forward all the supporting evidence to me so we can proceed with further investigation? Thank you very much.

Dear Kania,

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,
Kristina
Casino.Guru