Shuffle Casino - Player's withdrawal is delayed and account verification is unresolved.

I would like to submit a complaint regarding my experience with Shuffle Casino.

On April 2, 2026, I submitted a withdrawal request for CAD 227.42. As of June 5, 2026, more than two months later, this withdrawal has still not been processed. The withdrawal remains marked as "In Review" in my account.

During this period, I contacted the casino's support team several times to request assistance and clarification. Unfortunately, I have never received any meaningful follow-up. The only response I received was an email stating that I would be contacted again with further instructions, but no additional communication was ever provided.

While reviewing my account, I noticed that my account verification may not be fully completed. However, when I attempt to complete the verification process, I am instructed to contact support. Despite doing so multiple times, I have received no assistance regarding the verification process or the documents that may be required.

In addition to the pending withdrawal of CAD 227.42, I currently have a balance of EUR 687.44 on my account that I would also like to withdraw. Given the casino's lack of communication and the unresolved status of my existing withdrawal request, I am concerned about my ability to access these funds.

Summary of the issue:

• Withdrawal request submitted on April 2, 2026.
• Amount: CAD 227.42.
• Status remains "In Review" as of June 5, 2026.
• Multiple attempts to contact support.
• No meaningful response received.
• Unable to complete account verification because the system redirects me to contact support.
• Additional account balance of EUR 687.44 that I also wish to withdraw.

I respectfully request Casino Guru's assistance in obtaining clarification from the casino regarding my account verification status and securing the processing of my withdrawal requests and account balance.

Thank you for your assistance.

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Dear flodel06,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Have you accumulated your winnings with or without an active bonus?
• You mentioned that your account verification is not fully completed. Could you please post a screenshot of your account verification page?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your response.

To answer your questions:

- I have never made a successful withdrawal from Shuffle.

- Therefore, I cannot provide any information regarding previous withdrawal processing times.

- I have never used any bonus on Shuffle. The funds in my account were accumulated without any active bonus.

Regarding the account verification, I will attach a screenshot of the verification page on my account. The page indicates that I need to contact support in order to proceed with verification.

I will also attach a screenshot of my conversation with Shuffle's live chat. In this conversation, which took place more than one month ago, I explained that my withdrawal had been pending for a long time and asked how I could complete the verification process.

A support agent named Erika informed me that my case was being reviewed by the Compliance Team and that I would be contacted by email as soon as the review was completed. However, despite this statement, I have not received any further email or update from the casino since then.

As of today, my withdrawal request submitted on April 2, 2026, for CAD 227.42 remains in "In Review" status, and I am still unable to complete the verification process or obtain any meaningful update from the casino.

Thank you for your assistance, and please let me know if you need any additional information.

Best regards,

Dear flodel06,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya, (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear flodel06,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Shuffle Casino to join this conversation and assist in addressing the complaint.

Dear Shuffle Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We can confirm that there are currently no pending withdrawals associated with this user. All withdrawal requests have been processed successfully.

Shuffle Casino

Thank you for the information.

flodel06

Kindly confirm if your withdrawals have been processed, and most importantly if you have received the funds.

Dear flodel06,

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.

I confirm that I have received all my withdrawals

Thanks for your help !

Dear flodel06,

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,

Munya Shumba

Casino.Guru