The player from Spain, who had previously been excluded due to gambling addiction, opened a new account using the same personal information but was allowed to deposit and lose approximately $2,300 before the account was restricted. He highlighted a failure in Shuffle's Responsible Gambling practices, as he had received promotional emails encouraging him to return and was not detected when registering a new account. He sought assistance from Casino Guru to review the case and refund his deposits following this failure. We reviewed the case but rejected the complaint due to insufficient evidence, because he did not provide the original self-exclusion request or clear proof that the casino had been informed about his gambling problem before the losses occurred. The later correspondence only showed addiction-related references after the losses, so there were no verifiable grounds to request a refund of his winnings.
Shuffle Casino - Player was able to create a second account despite self-exclusion.
Insufficient evidence from player
Amount: $23,000
Shuffle Casino
Safety Index 4.8 LowCase summary
Dear Casino Guru Mediator,
I would like to update my complaint regarding Shuffle.
I was previously excluded due to gambling addiction under my first account palok778. On 30/03/2026, Shuffle confirmed that the restriction would remain in place under their Responsible Gaming policies.
However, after that, I received promotional emails from Shuffle, including a promotional message on 07/06/2026, which affected me and encouraged me to return.
On 25/06/2026, I opened a new account under the username User54785. During registration, I entered the same complete personal information as my first excluded account, including my full name, personal details, country, and other account information linked to my identity.
Despite using the same personal information, Shuffle’s system did not detect or block me. I was allowed to deposit and lose approximately $2,300.
The account was only restricted after I contacted live support and informed them that I was already excluded due to gambling addiction. After that, the account was placed in withdrawal-only mode.
I believe this is a serious Responsible Gambling failure: the casino sent promotional material to an excluded player, allowed a new account with the same personal details, and allowed deposits and gambling.
Shuffle has not replied to me for 4 days. I kindly ask Casino Guru to help review this case and ask Shuffle to refund the deposits made after their self-exclusion system failed.
I have evidence of the previous exclusion, promotional emails, the new account, the information entered during registration, deposits, and losses.
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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.
- Could you please forward me the original self-exclusion request that you sent to the casino from your first account, along with the casino's responses and all the subsequent communication confirming your self-exclusion? My email address is veronika.f@casino.guru.
- Was your original account fully verified?
- Also, kindly forward me all the additional evidence you have that could be relevant to the investigation of your case.
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
Hello ms Veronika
thank you for reply
i will send you via email
thank you so much
Thank you for your email.
However, the message you sent me contains the same screenshots that you already uploaded with your complaint. Please note that in order for us to continue with the investigation, we need the additional information I requested from you.
Specifically, I need:
- The full, uncropped, original email threads from your first account regarding your request for self-exclusion, as well as the casino's confirmation that your account was closed.
- Also, could you please clarify whether the screenshots showing your personal information relate to only one account or to both of your accounts? Could you please record a video showing the personal information filled in on each of your accounts?
Thank you for your email.
Please note that the files you have shared with me so far do not show that you requested to be self-excluded due to gambling addiction. If you are unable to provide the evidence necessary for us to continue the investigation, I will unfortunately have to reject your complaint due to insufficient evidence.
Please also note that we do not handle complaints related to affiliate issues or third-party marketing that may have influenced your decision to play at the casino. Our role is to determine whether you informed the casino about your gambling problem and requested self-exclusion before making any further deposits and incurring additional losses. Messages sent after your account was closed or after the funds had already been lost are not sufficient for us to intervene. Thank you for your understanding.
Please let me know if you have collected any additional evidence, since I have not received any new emails from you in the last few days.
Unfortunately, the message remained in draft format and was not sent. I apologize, Ms. Veronica.
Please note that I have still not received any new emails from you. Unfortunately, without any additional evidence from your side, I will be forced to reject the complaint.
Hello
The attached correspondence between myself and the Shuffle platform confirms that my account was placed under a permanent restriction pursuant to the platform's "Responsible Gaming" policies. The support team explicitly stated in their reply that the action taken on my account was applied in line with Responsible Gaming policies, implemented with the primary goal of protecting the player based on the information available to them at the time, and confirmed that the restriction would remain in place given the seriousness of the situation. My own correspondence further establishes that this restriction stemmed directly from a severe gambling addiction that caused significant financial harm I was driven to take out two loans and lost over $17,000 on the platform, under the influence of marketing practices from a sponsored affiliate that promoted continued play despite clear signs of addiction. This chain of correspondence demonstrates that my exclusion from the platform was not an arbitrary measure, but was directly tied to addiction-related concerns and was officially acknowledged as such by the platform itself.
Dear WIL445,
Thank you for your additional message and for providing the correspondence with Shuffle.
I have carefully reviewed the information and evidence you have provided. Unfortunately, I have to maintain my previous position and reject the complaint due to insufficient evidence.
The references to gambling addiction in the correspondence you have provided appear in the context of the communications you made only after you lost all the deposits you made in regular gameplay. We cannot use statements made retrospectively as evidence that the casino was informed about the gambling problem before the gambling activity took place.
We previously asked you to provide the original self-exclusion request and the relevant communication clearly showing the reason for the self-exclusion, as well as further evidence concerning the information associated with both accounts. Despite several opportunities to provide this information, no evidence has been submitted that would change our assessment of the case.
We understand that you consider the casino's actions to have contributed to your losses, and we appreciate that this is a serious matter for you. However, our role is to assess the case based on verifiable evidence, and based on the evidence currently available to us, we do not have sufficient grounds to ask the casino to refund your deposits.
Therefore, we will be closing and rejecting this complaint.
Thank you for your understanding.
Best regards
Veronika
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