Shuffle Casino - Player's withdrawal is delayed and support is unresponsive.

Dear Casino Guru Team,

I am submitting this complaint regarding a delayed withdrawal and deliberately unresponsive customer support at Shuffle.com.

Here is the exact timeline and sequence of events:

Deposit & Gameplay: I made a deposit of $200 and successfully verified my account. After playing some bets, I decided to stop and requested a withdrawal of my remaining balance, which is $180.

Withdrawal Status: Suddenly, on September 7th, my withdrawal was flagged and placed "In Review."

Verification Request: I contacted live support, and they requested an address verification document. I promptly sent the requested document to them.

Lack of Communication: Since September 7th (10 days ago), the casino has completely ghosted me. I have not received a single reply to my emails regarding the status of my documents or my withdrawal.

Blocked from Support: To make matters worse, Shuffle.com support has now blocked me from accessing their live chat entirely.

I have fully cooperated with their verification requests, and there should be no compliance issues on my end. Keeping my withdrawal pending for 10 days with absolutely zero communication—and actively blocking me from seeking help—is unacceptable.

I kindly ask for Casino Guru's assistance in contacting Shuffle.com to either process my $180 withdrawal immediately or provide a clear explanation for this delay.

I am attaching all relevant screenshots to this complaint, including my pending withdrawal, proof of the documents/emails sent, and proof that I have been blocked by their live chat.

Thank you for your time and help

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Hello,

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?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

Have you made any successful withdrawals before?

Ans: yes I have made small withdrawals before

Could you please confirm that you have passed the KYC verification?

Ans : I have sent address documents since then it's showing me contact support which is not possible because they blocked me from live chat and I have sent them 10000s emails about my account but they have not replied to me till now

Have you accumulated your winnings with or without an active bonus?

Ans : No bonus taken it's just my deposit amount

Hello,

Following our review of the relevant account, we can confirm that all withdrawal requests have been successfully processed.

Best Regards,

Shuffle Team

Dear Shuffle Casino Team,

Thank you for your response.

Dear samk45,

Could you please confirm whether you have received the payment?

Thank you in advance for your reply.

Dear samk45,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru