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

I initially deposited around $100 into Shuffle and ended up losing it. After that, I deposited another $500. I lost a little more and then attempted to withdraw my remaining balance, but my withdrawal has been marked as "under review." It has now been almost a month with no update.

I have tried to open a live support ticket, but it redirects me to email support. I have sent multiple emails and have not received any response. I have also reached out to some of your partnered streamers, but they told me they are unable to help with this issue.

I would appreciate any assistance in resolving this situation or getting an update on my withdrawal request.

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Dear ZeeboH,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Have you made any successful withdrawals from your account previously? No i have not

Can you confirm that your KYC verification was completed? Yes, kyc has been completed to the max level it is able to be completed.

Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one. There was no bonus active.

Hello ZeeboH,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, ZeeboH. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear ZeeboH,

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.

Hello ZeeboH,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear ZeeboH,

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,
Kristina
Casino.Guru