Shuffle Casino - Player's withdrawal is delayed due to verification issues.

I won $18,000 at an online casino, and the funds were credited almost immediately. I then made another deposit and won more than $120,000 in the game Merge Up 2, and requested a withdrawal of $105,000. I was asked to verify my account, and I successfully completed the second-level verification process. Subsequently, I was asked to complete the third-level verification process (address confirmation). I explained that I live abroad and travel frequently. I requested an account statement from the online bank and tried to upload the file, but it was rejected due to the "Edited file" error. The support team is ignoring my request for verification, and I am willing to provide any evidence that the account statement was received from the bank in PDF format. Additionally, I can provide an account statement from another bank. I hope that they can assist me.

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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.

• Could you please share a screenshot or the communication from the casino with the accusations made against you?
• Have you contacted casino support and asked for assistance? With what result?
• Could you please specify which country you provided in your player's profile? What type of documents are you able to provide in order to verify your address?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Dear Envioner,

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,
Tomas
Casino.Guru