The player from Ukraine faced a withdrawal issue at Shuffle Casino after successfully increasing his balance through betting. Despite multiple attempts to withdraw his winnings, his requests remained in standby mode without clear communication from support, including requests for confirmation of his registration address. After escalating the matter through complaints, his funds were promptly paid out. The issue was marked as resolved.
Shuffle Casino - Player’s withdrawal is delayed and ignored by support.
Resolved
Our verdict
Case closed
Amount: $2,400
Shuffle Casino
Safety Index:Below averageCase summary
Discussion
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9 months ago
Translation
On March 13, 25, I made a deposit to my account at Shuffle Casino, where I have been playing for a long time and have not had any problems so far. I bet on sports - football and Dota, risking all my bets, I placed all-in and increased my balance by about 9 times, I decided to first withdraw part of it and then bet the rest on sports, which I did. But then I saw that they simply did not pay me my money, I thought maybe there was just a delay after I ordered the rest of the amount to be withdrawn, they also went into standby mode and are just hanging there until now, I contacted support, and when I asked why they were not withdrawing, for some reason they told me to confirm my place of registration, which I did. Then they said to wait, but it was not clear what to wait for, they said that they had sent my problem somewhere. Then they simply ignored me and simply do not answer me anymore, and my personal VIP manager also ignores me and does not answer anything.
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9 months ago
Dear semrayc,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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8 months ago
Translation
I have completed KYC completely, they don’t want to give me a clear answer about what’s wrong with the account and why they don’t want to withdraw money! 
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8 months ago
Translation
As soon as I started writing complaints everywhere, they immediately paid the funds! 
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8 months ago
Dear semrayc,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
