The player from Colombia faced issues with his withdrawals at Shuffle after completing a fully approved KYC process. Despite making several small withdrawals, all of them were currently under review, and he was blocked from chat support, receiving no responses to his emails since July 1, 2025. The Complaints Team acknowledged the situation but stated that they lacked the expertise to evaluate disputes related to sports betting and were unable to assist further. Consequently, the complaint was closed without resolution.
Shuffle Casino - Player's withdrawals are delayed.
Closed
Our verdict
Other
Amount: $400
Shuffle Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
I had been betting with shuffle for a short time, I really liked it because of its bonuses and its simple interface, its withdrawal was processed immediately, the problem came when I made 3 or 4 withdrawals in a row because I won several bets, clarifying that the withdrawals were small, less than 200 usdt, they asked me to complete the entire kyc, which was fully approved, but since then my withdrawal appears under review, they blocked me from the chat since I only receive the same response (For assistance with your query, please send an email to , and a member of our Sports Compliance team will contact you as soon as possible.) Every time I try to communicate and they ignore all my emails, the withdrawal is pending since July 1, 2025
Automatic translation:
Public
Public
8 months ago
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.
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
Have you made any successful withdrawals from this casino before?
Did you accumulate your most recent winnings with or without a bonus? If you played with a bonus, please send me a screenshot or a link.
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Sensitive attachment
Sensitive attachment
8 months ago
TranslationHello
What kind of games did you play? I only bet on sports.
Have you made any successful withdrawals from this casino before? I've made 5 successful withdrawals.
Did you accumulate your latest winnings with or without a bonus? Everything was without a bonus. The only thing I claimed was the rakeback they give you for each bet, but it's not a bonus.
Note: The screenshot shows the approved withdrawals and the two under review, the first from July 1, 2025, for US$197.62.
In the second screenshot you can see my fully verified profile.
Automatic translation:
Public
Public
7 months ago
Thank you for your patience throughout the complaint process.
Please understand that if your account is under investigation and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Veronika
