Shuffle Casino - Player's withdrawal is delayed and under review.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which games you play to accumulate your most recent winnings?

Does the review concern your gameplay or your identity documents?

Did you accumulate these winnings with or without a bonus?

Have you made any withdrawals using this payment method before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

The game played was blackjack live on pragmatic

The review concerns my identity document (proof of adresse)

Winnings without bonus

Yes i have made successful withdrawals using the same payment method as it was displayed in my screenshot on July 3

Thank you.

Has the casino specified why your proof of address is problematic? From the screenshots you previously sent, it appears that you have completed the full KYC verification, including Level 4.

Please forward me the most recent conversation between you and the casino customer support regarding the investigation of your account at veronika.f@casino.guru. Thank you for your cooperation and patience.

I couldn't have contacted any of the support since I have been disabled for the customer support chat for more than 1 month now. The replies are all from bots. Yes, all my kyc are correct with no issues, yet the support email has no answer either. Therefore the withdrawal still pending in review doesn't make any sense.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear bj122013084868,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Shuffle Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Shuffle Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Unfortunately, there still has been zero update for my side. The email, no response and I still can't contact the customer support either as they never mentioned how long exactly that I will be timeout for.

I tried to contact them less often about once a week, yet I am still been excluded for the service.

When I wanted to check on if there` is any update on the withdrawal, I just learned that my account has been suspended for no apparent reason...

Hi Kubo, we've sent you an update over email.

Hey Kubo, could you please provide me the details that the Shuffle casino representative sent over to your email?Thank you.

Dear bj122013084868,

The information shared by the casino suggests the creation of multiple accounts. However, no final conclusion has been made at this stage. Could you please confirm whether you remember creating more than one account at Shuffle Casino?

Dear Shuffle Casino,

Thank you for the additional information. I have responded to your email with further inquiries and look forward to your reply.

Thank you for your assistance.

The second account is made since I saw the sponsored Shuffle streamer: Goobr doing so as he was self-excluded yet wanted to play some casino game so he used another account.

I then immediately realized the action to have an alternative account is wrong. Therefore, I stopped using it since.

I just want the Shuffle representative to consider to allow me to withdraw my deposit. I have no issue to forfit the profit I have made from that withdrawal stuck in review.

Hi Kubo,

We've responded via email, awaiting your reply, thank you.

Dear bj122013084868,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo