Shuffle Casino - Player’s withdrawals have been delayed.

Hello, I have been stuck with Shuffle casino for like 5 months. They keep repeating the same messages, my withdrawals are "In review" since February. I wrote them an email, there was no response, I wrote to askgamblers, there was no response, I am kinda hopeless at this point.

Dear simonattila1337,

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 whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I was mainly betting, but played a lot of shuffle classics too.

I have a level 3 verification passed. Although I have access to my account, my withdrawal requests are still stuck.

I have a net profit of ~11 SOL, ~0,85 BNB and ~368 USDC. My last deposit was 750 USDC and I'm currently stuck with 1118 USDC withdrawal.

Also, I have wrote them on chat yesterday, because my withdrawal address have changed and wanted to ask them to cancel my ongoing withdrawals, but it looks like I'm banned from chat permanently.

Dear simonattila1337,

thank you for your reply.

Did you accumulate your winnings with or without an active bonus?  

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Dear Katarina,

I have sent You the requested documents.

Thank you very much, simonattila1337, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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 simonattila1337,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Shuffle Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Martina, simonattila1337, we've escalated this internally and will update this thread as soon as possible.

Thank you very much for letting us know. We are waiting for your response.

Hi simonattila1337, please head to your verification page on Shuffle and complete level 4 verification. You may reach out to us at support@shuffle.com if you have questions.

Dear Casino Representative,

I have passed all the requested verification procedure. I would like to kindly ask You to cancel all my ongoing withdrawals as I have no longer access to the address provided 6 months ago.

Hi simonattila1337, your pending withdrawals have been cancelled, you may initiate a new withdrawal request now.

Thank You for Your cooperation, both Shuffle and Casino Guru representatives. The case have been solved. All the best!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear simonattila1337,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina