Shuffle Casino - Player’s withdrawal is delayed due to account review.

I currently have more than $15,000 in my Shuffle account, and I am unable to withdraw my funds because my account and withdrawals have been placed under review.

I have already completed the KYC verification requested by Shuffle. I am also fully willing to provide any additional documents or information required to complete the review.

I have contacted Shuffle Support multiple times asking what is being reviewed, whether anything else is required from me, and approximately how long the process may take.

The only information I have received is that my account is being reviewed by their Compliance team. In their latest email, Shuffle Support told me that they cannot provide an ETA because they do not have oversight of the Compliance team's workload. They stated that they will contact me once the review is concluded or if additional information is required.

At the moment, I therefore have more than $15,000 in my account that I cannot withdraw, despite having completed the requested verification, and I have been given no estimated timeframe for when I will regain access to my funds.

I understand that casinos may need to conduct legitimate compliance and security reviews, and I am not asking Shuffle to bypass any necessary checks. I am fully prepared to cooperate with the review.

My concern is the indefinite nature of the restriction and the lack of information regarding my funds. I would like Shuffle to complete the review within a reasonable timeframe, inform me promptly if any additional verification or documentation is required, and restore my ability to withdraw my legitimate account balance once the necessary checks have been completed.

I can provide screenshots showing my balance, withdrawal/review status, KYC verification, and my correspondence with Shuffle Support, including their statement that they cannot provide an ETA.

I would greatly appreciate Casino Guru's assistance in obtaining clarification from Shuffle and resolving the withdrawal restriction.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

From the screenshot you provided, I can see that your withdrawal requests were submitted on 15 September 2026 and are currently marked as under review.

Please bear in mind that it is quite common for withdrawals to take several days or even weeks to be fully processed, particularly when the casino is carrying out additional verification or compliance checks. We therefore advise players to cooperate fully with the casino and allow at least 14 days from the date of the withdrawal request.

If your withdrawals have not been processed by 29 September 2026, or if the casino rejects them or requests further documents in the meantime, please let us know and provide us with the relevant communication from the casino.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear eagle233,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika