Shuffle Casino - Player seeks reimbursement after self-exclusion ignored.

Hi,

I’d like to request a reimbursement of $1,000 cad as I requested a self exclusion permanently due to a gambling addiction and was ignored by the casino. I even confirmed permanent and said that before hand even after but the message won’t show up after. I asked to be self excluded due to a gambling problem, they didn’t take me serious and close my account. Which led to a further loss of $1,000

Regards,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Has the casino responded to your refund request already? What did the casino reply? If there is any further communication between you and the casino regarding the refund, please forward it to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hi Tomas,

I am submitting this complaint because Shuffle Casino failed to promptly act on my explicit request for permanent self-exclusion due to a gambling addiction, allowing me to continue gambling and incur significant losses.

On the night of June 16, 2026, I contacted live chat and clearly stated: "I’d like to close my account due to a gambling addiction. Urgently permanently." I also repeated that I wanted my account closed because of my gambling addiction. My request was not ambiguous—I was seeking a permanent closure for responsible gambling reasons.

Rather than immediately implementing the self-exclusion, I was asked to provide additional confirmation, even though I had already made my intentions clear. I also recall confirming that I wanted a permanent exclusion. Despite this, my account remained active.

I subsequently emailed the casino reiterating my request for permanent closure due to gambling addiction. My initial email did not result in prompt action. It was only after I sent multiple follow-up emails that the casino finally restricted my account.

During this delay, my gambling addiction took over. Because the account was still fully accessible, I was able to continue playing and make more than 10 additional deposits. By the time the casino acted, I had lost approximately CAD $2,000.

In my view, once I disclosed that I had a gambling addiction and requested permanent self-exclusion, the casino should have acted immediately or, at the very least, placed an immediate restriction on deposits and gameplay while processing the request. Instead, I remained able to deposit and gamble despite having asked to be permanently excluded.

I respectfully request that this matter be investigated and that the casino be held accountable for failing to promptly implement my responsible gambling request. I also request reimbursement of the losses incurred after my clear request for permanent self-exclusion due to gambling addiction.

I have already emailed yourself the supporting evidence, including screenshots of the live chat, email correspondence with timestamps, and records demonstrating the sequence of events and the gambling activity that occurred after my request for permanent self-exclusion.

Thank you!

Hi Tomas,

Thank you for your response.

To answer your questions:

Is my account currently accessible?

Yes. My account is accessible, but cannot gamble and that only happened after repeated requests for permanent self-exclusion due to my gambling addiction and multiple follow-up emails.

Has the casino responded to my refund request?

The casino has not provided a satisfactory resolution or agreed to refund the losses that occurred after my self-exclusion request.

The main issue is that on the night of June 16, 2026, I clearly contacted Shuffle Casino and requested that my account be permanently closed due to a gambling addiction, stating that it was urgent. I repeated that the reason for the closure was my gambling addiction.

Instead of immediately implementing the permanent self-exclusion, I was prevented from using the live chat feature and directed to communicate by email while I was actively asking to be blocked. I emailed them reiterating my request, but no immediate action was taken. I had also raised the issue the night before.

During this period, because my account remained active, my gambling addiction took over and I was able to continue gambling and make more than 10 additional deposits, ultimately losing approximately CAD $2,000. It was only after I sent multiple follow-up emails that the casino finally restricted my account.

In my view, once I explicitly disclosed that I had a gambling addiction and requested permanent self-exclusion, the casino should have acted immediately or, at a minimum, prevented further deposits and gameplay while processing the request. Instead, I remained able to gamble despite repeatedly asking to be blocked.

I have already emailed you the supporting evidence, including screenshots of the live chat, email correspondence with timestamps, and documentation showing the sequence of events.

Thank you for your time and consideration.

Hi Tomas,

I also wanted to add an important point that I believe is relevant to my complaint.

I had already clearly stated that I wanted my account permanently closed due to a gambling addiction and that it was urgent. The agent then asked me to confirm that I wanted a permanent exclusion. I distinctly remember sending that confirmation, but when I reviewed the chat the following morning, that message did not appear in the conversation history available to me.

Regardless, my intention had already been made unmistakably clear. I had repeatedly informed the casino that I wanted my account permanently closed because of my gambling addiction.

In my opinion, once the casino recognized that I was requesting permanent self-exclusion due to a gambling addiction and that my wellbeing was at risk, they should have immediately blocked my account or at least prevented any further deposits and gameplay while processing the request. Instead, I was removed from live chat and directed to email, leaving my account active and allowing me to continue gambling.

I believe that prompt action at that moment could have prevented the significant losses that occurred afterward.

Thanks for your reply.

Is your player's account verified?

Have you provided accurate personal information in your player's profile?

Please let me know.

Hi,

It is not verified, as kyc was never requested. Please keep in mind that I was able to do any withdrawal without any issue. As for personal information, yes it is all correct sir.

Dear Larryk183,

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, Matej (matej.l@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,

Tomas

Hello Larryk183, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Shuffle Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej,

Thanks for tagging Shuffle in the complaint: https://casino.guru/complaints/shuffle-casino-player-seeks-reimbursement-after-self-exclusion.

Following a thorough review, we can confirm that our Responsible Gambling Policy and Terms of Service were followed.

As part of our standard responsible gambling process, when a player requests to close or self-exclude their account, we ask them to confirm the duration of the self-exclusion before it is applied. As self-exclusion is irreversible, this confirmation step is in place to ensure the player understands the implications of their request.

In this case, Customer Support responded to the player's request within 30 seconds, asking them to confirm the duration of the self-exclusion so the request could be actioned. The player was provided with the available self-exclusion options via our Customer Support chat, which we understand has also been shared with you. In addition, all players have access to an on-site responsible gambling tool that allows them to immediately self-exclude their account at any time. These responsible gambling measures form part of the Terms of Service accepted by the player upon registration.

We can also confirm that the player was contacted again and provided with information about the self-exclusion options available to them, together with responsible gambling resources for anyone experiencing difficulty controlling their gambling.

Thank you for the response and additional evidence, dear Shuffle Casino.

Given the nature of this complaint, I would like to ask for permanent account closure of this player, marking the account as "gambling addict" and confirm there is no option for later reopening, as well as cessation of all marketing communication towards this player via e-mail and/or phone. If you could confirm this either by e-mail or response in this thread, that would be perfect. Thank you.

Dear Larryk183, the casino has provided me with the conversation details, which you have uploaded in the original message of this complaint as well. Both conversations are the same, and both shows you have not finished the self-exclusion procedure. While I understand you have provided the necessary information in the initial message, the support agent has started the self-exclusion procedure, asking couple of questions. Given he nature of the request and that English is not everyone's primary language, asking additional 3-5 questions before proceeding with permanent exclusion is not unreasonable. Since you have stopped responding during this procedure and as far as I can tell, never re-engaged and did not finish the process, I will not be able to request a refund of the lost deposits on your behalf. However, I will ensure your account gets properly self-excluded, to avoid future issues.

While waiting for the casino to confirm the account closure, feel free to let me know of any additional issues you may have, or questions. I'll answer them as best as I can. Thank you for your understanding.

Dear Larryk183, I have received an e-mail from the casino confirming the permanent self-exclusion and cessation of marketing communication. I will leave this complaint open for a while longer, in case you have further questions or issues, then the complaint will be closed.

In the meantime, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials. Thank you for your understanding.

Dear Matej,

Thank you for reviewing my complaint and for ensuring that my account has now been permanently self-excluded.

I understand your reasoning, but I would like to clarify one important point.

Before support even asked me to choose between the available options, I had already stated:

"I’d like to close my account due to a gambling addiction urgently, permanently."

After receiving the options, I again replied that I wanted to close my account due to gambling addiction.

My concern is that I had already made it clear that this was a responsible gambling request before the additional confirmation questions were asked. While I understand that Shuffle has an internal procedure requiring further confirmation, I believe my messages clearly communicated that I was seeking permanent closure because of a gambling addiction.

I acknowledge that I did not complete the remainder of the conversation after that point, and I understand why that has influenced your decision. However, I respectfully believe that once a player explicitly states they have a gambling addiction and requests a permanent account closure, that disclosure should trigger immediate protective action or, at the very least, temporary restrictions until the self-exclusion process is completed.

Because my account remained fully accessible after I disclosed my gambling addiction and requested permanent closure, I was able to continue depositing and suffered further losses.

For that reason, I respectfully ask that Shuffle reconsider refunding the deposits made after my initial request for permanent closure due to gambling addiction. I am not asking for reimbursement of every loss I have ever incurred, but only those deposits made after I reached out seeking help because I recognized I had a gambling problem.

I appreciate the time you have both taken to review my complaint and I respectfully ask that this final point be reconsidered.

Kind regards,

Larry

Dear Larryk183, thank you for the additional information. Just in case, I have re-reviewed the conversation with the support agent once again. Without finishing the self-exclusion process and confirming the previous statement, the agent had to cancel the whole procedure. In every aspect of life, registering, unsubscribing, changing personal details etc. certain procedures must be followed. It is world-wide standard that unfinished procedures are cancelled - even when installing new app you have to confirm your choices multiple times, to ensure you are getting what you really want.

Due to the above, I can't ask the casino for refund, and will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.