Shuffle Casino - Player’s withdrawal request is delayed.

Hello! On 16.05 I created a withdrawal request for 483USDT, I was asked to confirm my identity, which I did successfully, after that I was additionally asked to confirm my address, I sent them a PDF file that the bank sent me, to which they replied that they would not accept confirmation of address from this bank, they sent me to write to the mail, they said they would answer quickly, I wrote to the mail on 24.05 and now on 30.05 there is no answer, to which I wrote to them again in the chat and they blocked me! I will provide screenshots!

Dear leggenda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please clarify if verifying your home address seems to be the only issue? Has the casino approved the rest of the documents you provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I provided you with a screenshot, I'll attach it again now. I have provided all the requested documents in the required format

Thank you very much for your reply, leggenda. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

provided at the specified mail

Thank you very much, leggenda, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

thank you? I'm really looking forward to the solution

Hello, leggenda!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hi leggenda, we've sent you an email regarding your verification, thank you.

leggenda, please, let us know as soon as you will finish the verification or if there will be any problems.

It is impossible to communicate with them, I send them my passport and they tell me that a passport is not a document for confirming identity and they block me again

Passport confirmed, address not, no documents accepted

leggenda, what document have you uploaded as proof of address?

bank statement, where the residential address and utility bill are written

Could you please, send the statement to my e-mail: pavel.k@casino.guru? Usually, casinos request utility bills for proof of address and bank statement is not the document which gets verified in such cases, but I want to see for myself if it is not suitable.

Meanwhile, Shuffle Casino, is the player's bank statement not suitable for the purposes of passing the address verification?

no problem, I'll send it now, in the correspondence with the operator that I sent you by email it says that to confirm the address you can send a bank statement where the residential address will be visible

Well, without the casino's statement I can see that your documents are forged. This is a very serious violation and we cannot help players who do it. Therefore, I must reject your complaint.