Shuffle Casino - Player’s withdrawal has been delayed for a year.

Dear Casino Guru Team,

I am submitting this complaint to request your help in resolving a serious issue with Shuffle.com. They are currently withholding my balance and have completely cut off all communication with me after I complied with their verification checks.

Here is exactly what happened: After making a successful deposit and accumulating winnings from normal gameplay, I initiated a withdrawal. Instead of processing it, the casino placed my withdrawal under manual review.

When I reached out to their live support, they triggered an Enhanced Due Diligence (EDD) check. They demanded an extensive list of documents, including my ID, proof of address, a liveness check, and proof of my source of funds. I fully cooperated and successfully submitted every single document they requested.

Since submitting that sensitive information, Shuffle.com has completely ghosted me. They have intentionally blocked my access to their live chat widget, and they are completely ignoring my follow-up emails to their support address.

I have strictly adhered to their Terms of Service, I only hold one account, and I have provided all the verification data they asked for. I am hoping that your direct contacts at the casino can intervene, find out why my account is frozen, and help me get my funds released.

I have attached all the relevant screenshots to this complaint, including my pending withdrawal, the submitted KYC documents, and proof that they have blocked my chat access.

Thank you very much for your time and assistance.

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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.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was this your only deposit in the casino?

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

Is your player's account accessible to you? Can you log in?

AND = YES

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

ANS = PLAYED BARCCARAT

Did you achieve your current balance with the help of a bonus?

ANS = NO BONUS TAKEN ITS MY DEPOSIT OF 200$

Was this your only deposit in the casino?

ANS = NO PREVIOUSE I DEPOSIT SMALL AND TAKEN WITHDRAWAL ISSUE CAME WHEN I TURN MY 200$ INTO 550$ AND REQ WITHDRAWAL THEY BLOCK MY WITHDRAWAL AND NOT RESPONDING

Following a review of the account, appropriate action was taken in accordance with Section 4.1 of Shuffle Terms of Service, which permits users to register and maintain only one Shuffle account.

The measures applied to the account were taken in accordance with the rights and remedies reserved under our Terms of Service.

Relevant supporting evidence has been provided directly to Casino Guru for their independent review of the matter.

They have only let me withdraw my deposit of 200$ and stolen my winning amount 320$ they scammed me Casino guru please help me this is not good

Thanks to both parties for your replies.

Dear kion65,

The casino representative contacted me outside of this thread and provided evidence regarding your connection to other accounts playing on the casino's website, which we consider conclusive.

Creation of multiple accounts in the casino is strictly prohibited and constitutes a violation of the casino’s terms and conditions.

For the reasons outlined above, we must proceed with rejecting this complaint. Thank you for your understanding. I genuinely regret that we were unable to assist you more effectively in this particular case, as our aim is always to help players resolve their issues whenever possible.

Please note that you are welcome to contact us again should you encounter any issues with this or any other casino in the future. Whether you have a question, a concern, or a new matter requiring review, our team remains available and ready to assist you.

Kind regards,

Tomas

Casino.Guru