Shuffle Casino - Player’s withdrawals are delayed and not processed.

Hey , i have withdrawal 100 usdt on 15 april and 483 usdt on 4 june and shuffle.com didn't pay both they still in reviw and they dont reply to me and they banned me from live chat and said contact email i contacted them on email several times and they didn't reply too

Dear Josephgr, 

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

• Have you made any successful withdrawals before?  Were there any delays too?
• Do you use the same payment method for both deposits nd withdrawals?
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia

Yes i have made withdrawals before mamy times on and before 31 January amd the withdrawal were fast , they would take maximum of 2 min

And yes i never charged the withdrawal and deposit method which is usdt bep20 or usdt trc20

My account is fully verified

I didn't have a bonus and i never got one so my winings are with my own money

Thank you very much for your reply, Josephgr. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I sent them on email

Thank you very much, Josephgr, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Josephgr,

My name is Mirka, 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,

Mirka

Hi Mirka, have updated you over email

Shuffle.com why dont you reply here so everyone can see the problem and why you never replied to my emails

Dear Josephgr,

Could you please confirm, if there might have been a situation, that you opened more than one account on Shuffle Casino, or someone else accessed your device to create an account in this casino?

Thank you.

I dont have any other accounts and if they say that i have tell them to come here and provide the email of that account, ive seen that before on many scam casinos they use the same way saying multiple accounts while you only have one

Dear Josephgr,

Could someone else have opened a casino account or logged into their Shuffle account on the same device as you?

As far as i know no one touches my account, if its before i baught this device then maybe because its used i baught a used s24 ultra but i dont think that will be a chance that the old owner had an account

So what i mean after i baught this phone no one used it to log in into their account, if wifi ip or something maybe, cuz i sometimes use the cafeteria wifi wich lots of people use it too

Dear Josephgr,

If I understand it correctly, that you bought a used phone from someone else, and then played on it? Could you please specify, when exactly you bought the phone and started using it?

I baught it from a resale stor so its used but idk who had it before me , and i really dont remember the exact date but i guess mid December 2024

Dear Shuffle Casino,

I sent you an email, please check your inbox.

Thank you.

Hi Mirka, we sent you a reply, waiting for your response, thank you.

Anything new??

Dear Shuffle Casino,

I've sent you an email with additional request for evidence.

We are extending the timer by 7 days. If the casino fails to provide sufficient evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Mirka, we apologise for the delay, we're working internally to get the information you requested

Anything new?

Dear Josephgr,

Based on the information from the casino it seems like most of your activity in this casino was sports betting related.

Could you please confirm, if more of your bets and winnings consisted of sports bets, than casino games?

Thank you.

Yes i bet a lot on football but my winings is only 100 from football 483 is from the casino

Anything new??

Dear Josephgr,

Would you be able to provide screen recording, where all of your bets on casino and sports would be visible?

Thank you.

How do i upload a video? And i took a screen recording of sports bet but casino i dont know where to find my betting history

I sent you screen recording in email (miroslava.d@casino.guru) and i split it into 5 parts cuz email doesn't allow more than 25 mb , and for the casino recording just tell me where to find it and i will upload it

Dear Shuffle Casino,

I sent you an email. Please check your inbox.

Hi Mirka,

We've sent you an update, thank you.

Dear Josephgr,

According to evidence provided by the casino, we have reasonable grounds to believe, that you created multiple accounts, which is generally against casino's T&C's, as well as against our Fair Gambling Codex. Considering the provided details, it would be very difficult to prove otherwise.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts, or play on the same device, as other player. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In the meantime, Feel free to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Best regards,

Mirka