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

Hello Casino Guru Team,

I would like to file a formal complaint against this bookmaker regarding the unjustified delay of my withdrawal, an unresolved manual verification process, and the complete lack of communication from their support team.

My current withdrawal request is for just $57, and my total account balance is $667. Despite successfully completing all verification requirements, the bookmaker continues to prevent me from withdrawing my funds.

I would like to explain the situation in detail.

Initially, I was able to make my first withdrawal of $500, which was approved automatically without any issues. However, shortly afterward, the bookmaker suddenly requested additional address verification.

I submitted my proof of address, but the bookmaker claimed that their third-party verification provider had rejected the document. They informed me that my address would need to undergo manual verification.

To resolve the issue, I uploaded a new bank statement. This time, the third-party verification provider successfully accepted and approved my document.

My account dashboard now clearly shows that the verification status is COMPLETED.

However, despite the successful verification, the bookmaker continues to insist that my account is still undergoing manual verification and refuses to process my withdrawal.

The manual verification process started on October 11, 2026. As of October 19, 8 days have already passed without any progress or resolution.

The most concerning issue is the bookmaker's complete lack of communication.

Initially, I contacted their support team via email, and they replied that I simply needed to wait for the manual verification process to be completed. However, they refused to provide any estimated timeframe or deadline.

Since that initial response, the bookmaker has completely stopped replying to my emails. I have sent further inquiries asking about the status of my verification and withdrawal, but I have received no response whatsoever.

Even worse, the live support chat on their website has been disabled for my account, leaving me with virtually no way to contact the bookmaker or obtain any information about my funds.

I find this situation extremely suspicious and unacceptable.

I have completed every verification requirement requested by the bookmaker. My new bank statement was accepted by their third-party verification provider, and my account clearly displays the status COMPLETED.

Despite this, my withdrawal of just $57 remains blocked, and I am concerned about the safety of my total account balance of $667.

I simply cannot understand why a bookmaker that previously approved my $500 withdrawal automatically is now unable to process a withdrawal of only $57.

If my address verification has already been approved by their third-party provider, what exactly is the bookmaker still reviewing manually?

Why does this process have no defined deadline?

Why did their support team stop responding to my emails?

And why has my access to live chat support been disabled?

I have absolutely no objection to legitimate KYC and security procedures. I understand that bookmakers must verify their customers. However, I have fully cooperated with every request, submitted the necessary documents, and successfully completed the verification process.

Keeping my withdrawal blocked indefinitely without providing any explanation, timeframe, or meaningful communication is completely unreasonable.

At this point, I am genuinely concerned that the bookmaker may be deliberately delaying my withdrawal.

I am therefore requesting Casino Guru's assistance in resolving this dispute.

I would like the bookmaker to:

Explain why my withdrawal remains blocked despite my verification status being COMPLETED.

Provide a specific timeframe for completing the manual review.

Process my pending $57 withdrawal and allow me to withdraw my entire account balance of $667.

I am ready to provide screenshots confirming my completed verification status, my withdrawal request, my account balance, and my correspondence with the bookmaker.

I believe I have been more than patient and have fulfilled every requirement expected of me as a customer.

I would greatly appreciate Casino Guru's intervention, as all my attempts to resolve this matter directly with the bookmaker have been unsuccessful.

Thank you for your assistance.

Account username: SONI01

Manual verification started: October 11, 2026

Complaint submitted: October 19, 2026

Pending withdrawal: $57

Total account balance: $667

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear soni01,

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 be 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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