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

I’ve been playing on Shuffle for a while and wagered over $130,000 without any major issues. A while ago, my first withdrawal was delayed because they requested KYC. I provided the documents and after 4–5 days, the withdrawal was processed — no problem there.

However, on May 13, I was playing as usual and requested a withdrawal of $1,060. My account was suddenly locked, and I was asked to provide proof of address. I submitted the requested document the same day.

Now it’s been 16 days since I sent the document, and the situation hasn’t changed. On the website, it shows my document as verified and complete, yet every time I contact support, they keep repeating that the document needs to be "manually reviewed." I’ve never experienced a single document taking this long to review.

I still have $1,060 pending withdrawal and another $1,400 in my account, but I can’t access any of it because of this hold. Support has been giving me the same generic answer for over two weeks, with no real update or explanation.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or is it related to your account only?
• Could you please explain what kind of document you sent to the casino for verification of your address?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Have you been advised why you can’t withdraw your winnings?

-They said its to "to ensure the security of your account" which can be seen in transcript that I sent you.

Is it an internal casino system issue, or is it related to your account only?

-It's my account only. But as I can see on casino guru alot of people are experiencing the same with them.

Could you please explain what kind of document you sent to the casino for verification of your address?

-I sent my electricty bill for last month.

Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

-I sent transcript of our chat to your mail Tomas.

Hello its been 6 days clock about to run out, anyone here to answer or?

Thank you very much, shone98, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear shone98,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Shuffle Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified and cannot withdraw his money?

Thank you in advance for providing the information.

They finally sent me my withdrawals today after 26 days!

However, my sports and tips features are still disabled.

I reached out to them, and they said the sports section will be re-enabled, but I’ll have to wait 30 days before I can apply to have tip option re-enabled.

Not sure what that’s about, but at least I’m happy to have received my withdrawals.

Dear shone98, wonderful news!

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. Unfortunately, we do not have a department that handles sports betting related complaints, and as such, we would not be able to provide you with accurate advice. I recommend that you consider submitting your complaint to a platform that specializes in sports betting disputes or directly to the regulatory authority that oversees the casino, if needed.

We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru