The player from Russia had been waiting over 14 days for their withdrawal of $110 as Shuffle had not verified their account. Despite promptly fulfilling all requests, the player experienced unresponsive email support and unfriendly live chat support. The issue was resolved after the player marked the complaint as resolved, indicating that the necessary verification had been completed and the withdrawal was processed. The Complaints Team facilitated communication and ensured the player's concerns were addressed effectively.
Shuffle Casino - Player struggles with delayed verification process.
Resolved
Our verdict
Case closed
Amount: 110 USD₮
Shuffle Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
Translation
Hello. Shuffle hasn't verified my account for over 14 days. Live chat support is unfriendly, and email support isn't responding. I immediately fulfilled all their requests, but they still won't give me my $110 winnings.
Before that, I played with them for almost 1 year and never had any problems.
Please help me get my winnings.
Automatic translation:
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
- Were you able to submit all required documents promptly and in the correct format?
- Has the casino requested any additional documents recently, and if so, which ones?
- Has your account been previously verified?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
Public
Public
2 months ago
Translation
- I sent them my passport, proof of address (bank statement), and also went through a liveness check. The last liveness check was 3-4 days ago. After I submitted the information, the "completed" message appeared very quickly.
- I sent all the requested information as quickly as possible - very quickly.
- The casino has not requested anything for more than 3 days.
- When I registered, I entered my details, but I hadn't completed verification before.
- I bet on sports.
- Thank you for your help.
Automatic translation:
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear neon888,
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,
Veronika
