The player from Morocco requested a withdrawal made three weeks prior and had been waiting since December 28. Despite completing the KYC process, there had been no resolution. The issue remained unresolved as the Complaints Team stated that managing multiple accounts from the same household violated the casino's Terms and Conditions, making it impossible to verify account ownership. Furthermore, the team clarified that they did not handle complaints related to sports betting, which led to the closure of the complaint.
Shuffle Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: 3,500 USD₮
Shuffle Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
I'm waiting for my withdrawal from 28 December I completed kyc and they still kicking me out 
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1 year ago
Dear Imadkh,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
What types of games did you play (slots, live casino games, sports betting)?
Is there any chance that someone from your household or using the same IP also created an account at this casino?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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1 year ago
Yes I made some withdrawals previously and was fast process now its very long time of waiting... All my winnings was by my money I didn't use any bonus my bets was in sport... And my brother has account in shuffle also
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1 year ago
Do you and your brother live in the same household?
Is it possible that you and your brother logged into your respective casino accounts using the same IP address (for example, by connecting to the same Wi-Fi network)?
Have you ever used the same device (such as a phone or computer) to access your casino accounts?
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1 year ago
Yes me and my brother living together and we are using same WiFi sometimes and I think he was using my computer from time to time..
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1 year ago
Thank you for your response. I’m sorry, but we won’t be able to assist you further in this case.
Please note that if two individuals from the same household create accounts at a casino and use the same device, it becomes impossible for us to verify that the accounts were not operated by one person. Managing multiple accounts is strictly against the casino’s Terms and Conditions, and they are within their rights to confiscate winnings in such cases.
Additionally, we regret to inform you that we do not handle complaints related to sports betting. Our forum specializes in disputes involving online casinos, and we do not have sufficient insight to intervene in sports betting matters.
Thank you for your understanding. This complaint will now be closed. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
