The player from the Dominican Republic had a pending withdrawal of $900 since July 26, 2025, which remained unprocessed. Although his account was fully verified, he was informed that his account was under review by the compliance team for nearly a month, causing frustration. The issue was resolved after the casino approved his withdrawal, and he received his winnings. The complaint was marked accordingly.
Shuffle Casino - Player's withdrawal is delayed and account is under review.
Resolved
Our verdict
Case closed
Amount: 900 USD₮
Shuffle Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
I have a pending withdrawal since 7-26-2025 of 900 dollars. I made it by cryptocurrency ... but to date I am waiting for it ... it is my second withdrawal ... I made the first one and it arrived in a few minutes ... I made the 2nd withdrawal since they lowered the betting limits ... and I could only bet 10 and 20 dollars ... I left about 200 dollars but now it does not let me play anything ... not a single dollar .. I have my account fully verified .. after 3 weeks that I made the withdrawal that I have pending, I noticed that the stoppage of vitalidas was still to be verified and I did it and everything was fine. That is, everything is verified .. they tell me that my account is under review by their compliance team that they will provide updates once it is complete ... that they do not require any additional action on my part to be patient ...... to allow time for their KYC compliance team to manually review the documents ... that they will contact .......... I already have almost a month and nothing.... please if you can help me.....thank you........
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Which documents have you provided to the casino?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
Translation
Yes...hello...my bets are mostly MLB options like + and - HOMER RUN and also the HITT + and - live bets on MLB games....................... I have never claimed a BONUS.. all my bets are from my deposited money.... and the documents I sent are a photo of my passport.... proof of address... proof of vitality... everything is verified........please help me.....
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4 months ago
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The last thing I was informed was...........
Nancy from Shuffle
Thu, Aug 28, 10:49 am (4 days ago)
for me
English
Spanish
Hello, please allow some time for our KYC compliance team to manually review the documents you've submitted. We can't provide an exact estimate of when this process will be completed; however, we will contact you once it's complete or if we need any additional information.
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4 months ago
Thanks for your reply.
Could you please share a screenshot of the verification status of your account and send the exchange between you and the casino as evidence to my email at [email protected]?
I apologize for the inconvenience.
Sensitive attachment
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4 months ago
Translation
Here it looks a little better
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4 months ago
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okay...thank you...I received my money..and I am very pleased..although it took a long time..but I am pleased.......thank you........
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4 months ago
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Well, since my retirement is here... I'll have to withdraw the rest of what I have left... since it won't let me play any sports... thanks for everything...
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear harry99,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
