Shuffle Casino - Player's withdrawal is delayed.

I had requested a withdrawal from Shuffle.com for 2070$ CAD or 9.58 Solana to a valid solana address on may 16. It said the status was in review on may 16 so I contacted support and they said that I needed to complete Identity verification which I did instantly. It has been 2 weeks and I cannot get a single response from support through their support chat or email. It says that my identity is verified on the website. I have been trying to ask if I need to provide any more verification but no response. I have not received any emails or anything in response.

Dear Tuertle, 

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:  

• Have you made any successful withdrawals before?  
• Could you please share the screenshot of your withdrawal request?
• Is your withdrawal method the same as you used for deposits?
• Could you please specify what documents the casino asked you to provide for KYC? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have made successful withdrawals with USDC (solana) before. The wallet that I have requested a withdrawal to has previously gotten a withdrawal from Shuffle (May 13). The deposit address was not the same as the withdrawal address however but I have previously used that same deposit address to deposit and withdraw to the current withdrawal address.

They wanted Identity verification and I used my drivers license and I have not accumulated the winning with an active bonus.

I

Thank you very much for your reply, Tuertle. 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.

That is the first support request

This is the second support request

and now whenever I try to ask support

they never give a response.

Thank you very much, Tuertle, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Tuertle for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Shuffle Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

Hi Peter, we've sent you an update over email.

Thank you for providing me with the information Shuffle Casino representative. I have responded to your email, and I await your reply!

Dear Tuertle, I will keep you updated about any new developments. Thank you for your patience during this time!

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.

Dear Tuertle,

The casino representative has stopped responding to my inquiries. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact). Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Shuffle Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Tuertle, The casino has contacted me stating that, after a thorough review, they have processed your funds after further verification. Can you let us know if your withdrawal has been successful? Thank you in advance for your confirmation!

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

Dear Tuertle,

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,

Peter