Shuffle Casino - Player's withdrawal is delayed in review.

Hello Casino Guru ,

I am writing here because I have run out of options. My account has been placed in 'Withdrawal Only' mode, which I understand, but my pending withdrawal has been stuck 'In Review' since June 1st.

I am fully KYC verified (all levels completed). I can no longer access the on-site live support or write in chat to get an update on my case.

I understand that compliance reviews take time, but it has been over a week without any email response or update. Could you please help me?

My Shuffle Username: [redacted]

Thank you for your time and assistanc

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear plinkotinko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Are you able to access and play in your casino account?
• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you very much for your help

when i open account with first deposit i got bonus waeger was 40x but i make waeger Total wagered $358,583.23

+ 2x more then they requested in mean time i was down till 300$ then 6000$ becouse i make game did not make anything other,

Yes i`m able to access in my account but cannot play or anything other ti shows to me : You are in withdrawal only mode, you will not be able to make deposits, buy crypto, send or receive tips

No i did not make any other withdraw,

P.s they dont give me any weekly bonus, raffle bonus, airdrop bonus, and it was high becouse of waeger, i`m still reciving 14.4$ level up bonus

p.s attachment with my waeger and total bets

It was my first withdraw

Best Regards

Our investigation determined that the user's account was linked to the operation of multiple accounts on the platform in breach of Shuffle Terms of Service, including the following:

3.4. 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.

Based on these findings, the account will remain restricted in accordance with our Terms of Service.

Additional information and supporting evidence have been provided directly to the Casino Guru support for review.

Dear Jean and Shuffle Casino Representative,

I strongly reject these claims of multiple accounts. This is my only account, and it is fully KYC-verified (all levels completed). Please consider the following crucial points regarding my case:

Strict Identity Verification (KYC): My account has fully completed the Liveness Check and L3: Proof of Address. These process biometric and official physical records, proving my unique identity. I officially state that my face, identity documents, and address have never been used to open or verify any other account on Shuffle. I am a single, real player.

Shared IP Infrastructure (ISP): In my country, many internet service providers (ISPs) use shared/dynamic IP addresses across entire residential zones. Furthermore, it is very common for people to access these platforms from internet cafes, public Wi-Fi networks, or gaming lounges, which naturally results in shared IP logs.

Delayed Enforcement & Lost Bonuses: I completed a massive turnover of over $358,000 in wagering in just 2 days without any alerts or issues. Despite this extreme volume, they stripped away all my expected rewards, weekly bonuses, raffles, and airdrops, keeping all the benefits of my play. Raising a system flag only at the exact moment of a withdrawal request after taking my volume is deeply unfair and contradictory.

Contradictory VIP Marketing: To prove the casino's contradictory behavior, they actually sent me multiple official automated emails on June 6th and June 9th—days after my withdrawal was frozen on June 1st. In these emails, they congratulate me on becoming a Gold VIP, call me a "loyal Shuffle player," and even offered me an exclusive $20 level-up code (GOLD20BOOST). It is completely unacceptable to market to me as a valued VIP while simultaneously investigating and freezing my funds for multi-accounting.

Evasion of Direct Communication: Shuffle completely ignored my emails and locked me out of the live chat. If you genuinely found a breach of Term 3.4, you should have emailed me directly with this reason weeks ago. Keeping me in the dark and only providing an explanation when Casino Guru intervened shows a clear lack of transparency.

I have attached three screenshots to support my statements: one showing that their live support has completely blocked me from receiving assistance, and two showing the promotional VIP and bonus emails sent to me after my account was already restricted.

Additionally, on Monday I opened a claim on the Shuffle community forum, but they completely ignored me there as well (shown in the 4th screenshot)

I kindly request Casino Guru to thoroughly evaluate the "evidence" provided by the casino, keeping in mind that shared network logs do not equal multi-accounting by the same individual.

Thank you for your time and investigation.

Dear Shuffle Casino,

Thank you for providing your position regarding the case.

Dear plinkotinko,

Thank you for your response.

Please note that I am currently in contact with the casino outside of the complaint thread and have requested additional information and supporting evidence related to their findings. Once I receive and review the relevant details, I will update you here with any relevant developments.

Thank you for your patience and cooperation.

Dear plinkotinko,

Thank you for providing the information and evidence necessary for our independent review.

After a thorough examination of all relevant materials, we regret to inform you that we must reject this complaint as unjustified due to a violation of the casino's terms and conditions, specifically concerning the operation of multiple accounts.

As an independent entity, we have diligently reviewed all gathered information and evidence. It is clear that the casino has acted in accordance with its established terms and conditions, a fact previously communicated to you by the casino team.

When you registered your account, you agreed to adhere to the casino's rules, and it remains your responsibility, as with all players, to comply with these regulations.

While we are unable to provide further assistance regarding this particular issue, please do not hesitate to reach out to us if you encounter any challenges with other casinos in the future. We are here to help.

Best regards,

Jean