Shuffle Casino - Player's withdrawal is restricted.

Got on verification for more than 2 weeks then I got an email that all good. Suddenly I can’t withdraw and I’ve been banned from live support and not answering my emails

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 MalekDZ,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Casino communicate with you the reason of blocking your account?
• Had you completed KYC verification before you lost access to the account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Winnings accumulated from Casino game.

Yes few weeks ago I’ve been told that compliance team are doing a manual review that’s why my withdrawals are pending and then I got an email that it’s completed and all good to go and I got the pending withdrawals.

The next day I tried to Withdraw again and it got stuck on pending, I’ve tried to chat but I was banned, few days later my account dosent exist anymore.

You can see the latest email I received from them.

Regards.

Dear MalekDZ,

Thank you for the clarification and for providing the email from the casino.

Could you please confirm whether the disputed 1,700 USDT is still unpaid and was available in your account when you lost access to it?

Additionally, did Shuffle send you any email or other communication explaining why your account was subsequently closed or why the new withdrawal was not processed?

If you received any further communication from the casino after the email confirming the successful completion of the compliance review, please forward it to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Dear Karla,

Yes, the disputed 1,700-1,800 USDT remains unpaid. It was a pending withdrawal when I lost access to my account.

The email confirming successful completion of the compliance review and apologizing was the last email I received from Shuffle. They had confirmed that everything was resolved and there were no withdrawal restrictions, but subsequently I lost access, and my account now appears to no longer exist.

I received no further email explaining the account closure or why my withdrawal was not processed. There is therefore no additional correspondence to forward beyond the email already provided.

Please ask Shuffle to explain what happened after confirming that my account was cleared, and to process the outstanding 1,700-1,800 USDT withdrawal.

Kind regards,

Malek

Dear MalekDZ,

Thank you for the clarification.

I have reviewed the evidence provided. The email from Shuffle confirms that your previous compliance review was successfully completed and that, as of September 10, there were no gameplay, deposit, or withdrawal restrictions on your account.

However, I currently do not have any evidence confirming the subsequent disputed withdrawal of approximately 1,700–1,800 USDT.

Could you please check whether you have any screenshot, email, transaction record, notification, or other evidence showing that this withdrawal was submitted and remained pending before you lost access to your account?

I understand that you can no longer access the casino account, so please provide anything you may still have available outside the account.

Thank you very much for your cooperation.

Karla M.

Hi Karla,

Thank you for reviewing the case. Unfortunately, I do not have a screenshot of the final pending withdrawal. I did not expect my account to suddenly become inaccessible, so I had no reason at the time to preserve screenshots of every transaction.

What I can confirm is that the withdrawal was approximately 1,700–1,800 USDT and was pending before I lost access to my account. Since the account no longer exists/is inaccessible to me, I am unable to retrieve the transaction history myself.

Shuffle should still have the complete internal account ledger, withdrawal history, timestamps, account balance and records relating to the closure of my account. I would therefore respectfully ask that Shuffle be requested to provide these records as part of this complaint.

I have already provided the email confirming that my compliance review had been successfully completed and that, as of September 10, there were no gameplay, deposit or withdrawal restrictions on my account. That makes the subsequent disappearance of the account and unpaid balance particularly important to clarify.

I want to be completely transparent: I do not have evidence of the final withdrawal outside the account itself, but Shuffle has access to records that can confirm or disprove what I am reporting.

Thank you for your assistance.

Dear MalekDZ,

Thank you for the clarification.

I understand that you did not receive any further email from Shuffle explaining why your account was closed or became inaccessible.

Could you please provide any evidence showing that you are currently unable to access your Shuffle account? For example, this could be a screenshot of the message or error you receive when attempting to log in, or any other indication that the account has been blocked, closed, or no longer exists.

If you have any other communication with the casino concerning the loss of access to your account, please provide that as well.

You can attach the evidence directly here or send it to karla.m@casino.guru.

Thank you for your cooperation.

Karla M.

Dear MalekDZ,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Shuffle Casino representative to join this conversation.

Dear Shuffle Casino,

Could you please provide clarification regarding this case?

Thank you in advance.