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

Hello, on March 1, 2026, I deposited 15,000 rubles at Shuffle Casino. After playing the slots for a while, my balance rose to 25,000 rubles and then dropped to 20,000 rubles. I got fed up and decided to withdraw my funds to two different Bitcoin wallets. One withdrawal of about 4,000 rubles was processed, but the other two withdrawals, 700 rubles and 16,500 rubles, were pending approval and the status was "under review." I contacted support, and they asked for ID, which I did as requested. After that, they stopped responding. It's a paltry sum for such a large online casino, but it leaves such a grim aftertaste. The money still hasn't been withdrawn.

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Dear soljaris11,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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

Petra

Hello, the casino isn't approving my withdrawal. The status is "Under Verification." They requested my driver's license for a KYC check, which I provided. They then ignored me for a long time and now have requested verification of my registered address. I continue to provide them with documents, but they are rejecting the verification. Today, I'm sending them new documents to complete. They are rejecting the verification again, but the certificate they requested was issued by the bank. The certificate contains registration information, and everything matches. I have a strong feeling they are deliberately rejecting my request to avoid paying out the funds. Please help.

They ask to provide a certificate within the permitted timeframe (their website states that it should be no later than 3 months), but the certificate was issued today and is valid as of today.

So, they did confirm my registration address. Now I'm fully KYC-ready. But the withdrawal still hasn't been approved. The status is "being verified."

Here's the situation for now. KYC has been completed, but withdrawals are not being processed.

Dear soljaris11,

Thank you for your reply. Please allow me to ask a few questions so I can fully understand the situation.

• How long did your last successful withdrawal take to process?
• Did you accumulate your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings, and was it the same one you used previously?

Thank you very much in advance for your reply.

How long did it take to process your last successful withdrawal?

almost instantly. 1-3 minutes

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

No bonus, I made a deposit with my own funds

What payment method did you choose to withdraw your winnings, and was it the same one you used previously?

Payout to a BTC wallet, which I used before too.

Thank you for your reply and for providing the previous details, soljaris11.

Was there any additional communication since your verification was approved? Could you provide any communication or attempts to contact the casino? This can include screenshots, emails, or chat records. You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Dear soljaris11,

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,
Petra
Casino.Guru