Shuffle Casino - Player's withdrawal has been delayed.

I deposited 0.95 SOL from Kraken to my Shuffle account on approximately 8 September 2026. 

The account was self-excluded / blocked and I have no access to it.

On 8 September, Shuffle Support (Erika) confirmed that the funds would be returned to the original sending address (6LY1JzAFVZsP2a2xKrtU6znQMQ5h4i7tocWdgrkZzkzF) and that the process would take up to 10 business days. They also stated they would provide the transaction hash once completed.

Since then I have received only repeated generic replies ("we have reached out to the relevant team", "we hope to have an update very soon") from different agents (Erika, Michelle, Cody). 

- 14 September: Same generic reply

- 21 September: Michelle said she reached out to the team and hoped for an update "very soon"

- 25 September: Cody gave the same apology for delay

- 28 September: I sent a formal message requesting a clear status and escalation within 48 hours, otherwise I would file formal complaints. No reply was received.

It has now been more than 20 days. The funds are still not returned and no transaction hash has been provided.

I request that Casino Guru intervenes so that Shuffle returns the 0.95 SOL to the original Kraken withdrawal address and provides the transaction hash.

I have all email correspondence and screenshots available.

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Dear Giwrgosppp,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm why your account was self-excluded/blocked?
• Did you contact Shuffle before making the 0.95 SOL deposit, or was the deposit made while the account was already blocked?
• Could you please provide the communication where Shuffle confirmed that the 0.95 SOL would be returned to you?
• Have you received any further update from the casino since September 28?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Giwrgosppp,

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