Shuffle Casino - Player's withdrawal is blocked due to account suspension.

I registered at Shuffle with my own details and passed full KYC verification as requested. I only play Evolution Gaming live casino and slots.

After my most recent win, my withdrawal of $756 in total was rejected and my account was suspended with an accusation of "fraud"

This is not true — I have made the account only to play on Live Games, slots, and deposit-withdraw, nothing else.

Before this, I had both wins and losses and several withdrawals were processed without issues. Once I made a big win, cashed it out, completed my KYC, my withdrawal was frozen, my support chat was blocked, and my emails have been ignored for over a month.

I have provided my KYC, and there is no fraudulent activity. I simply deposited, played games, and requested withdrawal. I ask that my legitimate withdrawal is processed and that I am allowed to close my account afterward if the casino wishes. I request that withdrawal is processed, sucessfull, and the issue to be solved.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Shuffle Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• What date did you request your withdrawal of $756?
• Have you made any successful withdrawals before? 
• What document did you provide for KYC? Were they approved or rejected?
• Did you accumulate your winnings with or without an active bonus?  
• Did the casino specify what "fraud" they accused you of?

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,

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Natalia,

Thank you for your reply. Here are the answers to your questions:

Date of withdrawal requests & amounts:

• August 21, 2025, 11:48 AM – $611.38 USDT (in review)

• August 21, 2025, 11:49 AM – $48.04 USDC (in review)

• August 29, 2025, 11:46 PM – 0.00042965 BTC (in review)

• September 10, 2025, 6:30 AM – $95.74 USDT (in review)

Total pending: approx. $756 USD equivalent

Previous withdrawals: Yes, I had successful withdrawals before without any problems.

KYC documents provided: I submitted my Russian Federation Passport and an Electricity Bill as proof of address. They were received and approved by the system. I also completed the live face verification (looking at the screen and moving my face on camera), which was accepted.

Bonus: My winnings were accumulated without any active bonus.

Fraud accusation: The casino has not specified what type of "fraud" they are accusing me of. No evidence or details have been provided.

I hope this helps clarify the situation. Thank you for assisting me in resolving this issue.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello I sent all messages, all attempts of email, screenshots on shuffle website to your email, if it will be easier i can upload them here but for privacy i sent several emails to you.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Shuffle Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you. We are preparing information on this right now.

My apologies for the delay. We have recently changed how was manage these complaints. I will email you with proof this individual has violated Terms of Service and undertaken abusive gameplay.

Dear Shuffle Casino, has there been any progress in your investigation?

Hello Pavel and Shuffle Casino,

Quick recap from my side:

• KYC: Fully approved (passport + utility bill + live face verification).
• Gameplay: Only Evolution and Pragmatic live games and slots.
• Pending withdrawals (all "In review"):
• Aug 21, 2025 – $611.38 USDT
• Aug 21, 2025 – $48.04 USDC
• Aug 29, 2025 – 0.00042965 BTC
• Sep 10, 2025 – $95.74 USDT

Total ≈ $756 USD equivalent.

I’ve had previous withdrawals processed without issues.

Shuffle’s representative mentioned a ToS breach / "abusive gameplay," but I have not been shown which clause, which sessions or rounds, or any specific evidence. From my side, I have not violated any rules.

Please provide the exact clause(s) and related logs (provider/Evolution round IDs, timestamps, device/IP/payment details) so that Pavel or (and) I can review them point-by-point.

I’m open to a constructive resolution.

I was collaborating with the BTC’s community, which partners with Shuffle, and was genuinely interested in promoting Shuffle before this suspension. I’m still willing to settle this matter amicably and professionally. My DMs are open for clarification or dialogue.

Requested resolution:

Process the verified withdrawals (≈ $756 USD) and either:

(a) close my account at my request, or

(b) reinstate it if you wish to continue our relationship and expand Shuffle’s presence with my support of BTC’s community and Shuffle.com

Thank you, and I look forward to your concrete response. ❤️

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you, Pavel for extending the timer.

Shuffle's compliance team has requested this user complete a Proof of Funds request. Note, we reserve the right to request this in our Terms of Service.

Once the user completes this verification we will expedite this complaint and get a timely resolution here.

Greetings Shuffle support, please provide a working verification link in my email please, since the current one doesn’t work. 

Hello SpringZALI,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

10 days ago submitted verification, awaiting further response from the team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Following verification, this players withdrawals have been processed.

Thank you!

Dear SpringZALI, can you please confirm that you have received your funds?

Dear SpringZALI,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SpringZALI,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel