Shuffle Casino - Player's withdrawal is delayed and is not receiving responses.

Hello! My withdrawal has already been missing for 17 days... First they asked to send my my ID document.. then after some days they asked for my proof of addressee documents.. now they asked me to live check my face.. so now i completed 3 different verification processes but still they are not giving my money back! They even stop responding to my emails and support chat is not working anymore.. Now i don't have clue what should i do.

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?
• Do I understand correctly that your account is fully verified?
• Did you accumulate 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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Have you made any successful withdrawals before? No

Do I understand correctly that your account is fully verified? I think so (I send my ID card, proof of addressee document, and they made me scan my face with some app..)

Did you accumulate your winnings with or without an active bonus? without bonus

Thank you for your reply. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

2 days ago they said this in email - Your documents are under manual review. We will reach out when this is completed. If we need more information, we will also request it at that time.

Now its been 20 days my withdrawal is in review..

Hello, after 22 days of waiting i received my withdrawal..

Hello,

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,

Kristina

Casino.Guru