Shuffle Casino - Player's withdrawal is delayed due to account accusations.

THIS IS NOT A SPORTS BETTING COMPLAINT

I won money on shuffle and was going to Withdraw. After I withdrew I released the money was In Review so I contacted support and asked them how long it would take. I then got notified I needed to complete KYC. And over the 2 week process I went through the entire KYC process and ended up even completing the Liveness Verification. After completing the liveness verification the casino accused me of having multiple accounts. Which confuses me, why didn't they accuse me prior to completing the KYC? It seems like they assumed I would not be able to fulfil the KYC requirements, but after I did they resulted to make up lies saying I have multiple accounts. I would like this to be resolved and for Shuffle to process my withdraw as I have done nothing wrong. I have attached all 5 transcripts over the 2 week period.

Join Date

3.26.2024

Total Bets

1696

Total wagered

$112,284.97

Hello ddammage,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shuffle Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did the casino provide any evidence of multiple accounts?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick thanks for the reply!

• My account was verified with liveness check on February 28th. Which is the last level of verification on Shuffle.
• The casino did not provide any evidence of the multiple accounts they simply sent me the following:

Hello, as per Terms of Service of the platform:

You are permitted to have only one Shuffle Account. If you attempt to open more than one Shuffle Account, any and all such accounts may be blocked, suspended or closed, and any sums credited to those accounts will be frozen and may be deducted. If you realise that you have opened more than one registered Shuffle Account you must notify us immediately by email at support@shuffle.com.

https://shuffle.com/info/terms

• Immediately after I completed the liveness verification I was sent this message. Following that I created a new ticket to ask about it and I was met with the same copy and paste. This is shown in Transcript 4 and 5 which I attached before.

Thank you ddammage for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ddammage,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused at michal.k@casino.guru

Thank you

Hi Michal - I have emailed you. Thanks.

Dear Shuffle Casino,

I appreciate your email. I have sent a reply with some additional questions and am waiting for your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Give them one more week possibly?

Would rather them just give me the money now of course though lol

We would like to give this case more time to get resolved if possible. We are extending the timer for an additional 3 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear ddammage,

I have received some information from the casino team, and it looks like the same or strikingly similar gameplay to yours has been detected in multiple accounts from Brazil. I have asked for further details and evidence from the casino and will share an update as soon as it becomes available.

Have any of your family or friends created an account at Shuffle Casino? If so, have you found yourselves playing the same games at the same or similar times, perhaps during a visit?

I have no friends or family playing the same games at the same times of me during a visit. I find it brazen that really is the "proof" they have I have multiple accounts. My betting history literally consists of Slots, BlackJack, and then Mainly Sports. Most of my sports bets originate from a Discord where I pay for picks. So if my betting history is similar to other accounts because of Sports its literally just me copying picks. As far as my Blackjack or Slots play I don't know how you can have similar gameplay when you are literally just spinning a slot or putting hit or stand on a hand. I do not have multiple accounts on Shuffle and I find it flabbergasting the proof is that people in Brazil a country of 210 MILLION PEOPLE have placed similar bets as you.

Dear ddammage,

I would like to update you on the current situation. I have received further information from the casino team. In addition to the previously noted "suspicious" activity, there has been a notification from the game provider indicating that you may have been involved in card counting. This activity was reportedly identified alongside other accounts that exhibit similar gameplay behaviour like you, as mentioned earlier. I have requested further evidence to substantiate this claim.

While I understand your perspective that certain gameplay similarities among players can be quite common this should be nothing bad, however, it is important to note that when multiple similarities are observed, most casinos will not consider that as just mere coincidence. Almost all casinos interpret this as indicative of multiple or duplicate accounts. At this point, I cannot provide a definitive conclusion, as I am awaiting the additional information and evidence I have requested. I hope to share more updates with you soon.

Dear Shuffle Casino,

I'm looking forward to your message with the additional information and evidence I have requested.

The last time I played Blackjack on my account with a decent amount of balance is January 23rd, 2025.

Then before that the last time I had a bigger blackjack session was June 15th, 2024.

I am just a regular casino player with Slots and other bets like Plinko. I have also lost thousands on Sports bets, would an advantage player be using his account where he plays slots, plinko, and sports to gamble away his card counting money??? No I am just a regular gambler. This is another Bullshit lie they are coming up with after they told me I have Multiple Accounts. So it went from yeah you have multiple accounts so you are breaking the terms of service and then actually no you did card counting??? Idk even how to card count this is wild.

Dear ddammage,

I appreciate the extra information you provided. I am still in discussions with the casino team regarding your case.

Hi Michal - thanks for your patience on this matter.

I have emailed you some further information on this user's violations.

Thanks.

Thank you for your emails and the provided evidence, Shuffle Casino team.

Dear ddammage,

I apologise for a slightly delayed response. I needed some time to collect and thoroughly review all the relevant information and evidence to fully grasp the situation. After careful consideration, I regret to inform you that we must reject this complaint as it is deemed unjustified, primarily due to violations of several terms and conditions of the casino, including the existence of multiple or duplicate accounts.

The evidence indicates the creation of multiple/duplicate accounts from the same or very similar IP address, linked with crypto wallets and engaging in the same or strikingly similar gameplay. While I can acknowledge your argument, "Most of my sports bets originate from a Discord where I pay for picks", and it is indeed possible that more accounts would have similar sports bets, it remains unlikely that these accounts would display identical or very similar gameplay across all other games you have participated in. You have also stated, 'My friends and relatives are unaware of this casino'; thus, the circumstances described and the matches with the other accounts involved do raise valid questions. Furthermore, as previously noted, you have been flagged by the game provider for card counting, which constitutes another breach of casino regulations. Casinos enforce strict policies regarding the use of multiple or duplicate accounts in this manner, and the actions taken by the casino align with its terms and conditions, as previously communicated by their team. Additionally, there is a strong indication that you are utilising a VPN, leading the casino team to suspect that you may be operating from a restricted jurisdiction, which is yet another violation of casino rules.

This being said, all the above mentioned cannot be considered just a mere coincidence; on the contrary, it does reasonably suggest that you were involved in the creation of multiple or duplicate accounts.

You are certainly welcome to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru