The player from the United Arab Emirates had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. They reported that only 110 was paid instead of the 2200 mentioned in chat, and that support chat access had been blocked. We asked for an update after the recommended waiting period and extended the timer, but no further response was received. As a result, we closed the complaint due to the player’s lack of communication.
Shuffle Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: $2,200
Shuffle Casino
Safety Index 4.8 LowCase summary
Discussion
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2 months ago
Translation
Greetings,
I intend to open a formal dispute against Shuffle Casino for non-payment of a bonus won during a live stream.
Description of the facts:
During a live stream on the [insert platform and/or channel name] channel, I participated in a promotion/bonus offered by Shuffle. During the live stream, I was explicitly and clearly informed that I would receive a $2,200 bonus for participating/winning.
However, when it came time to credit me, Shuffle only paid me $110, or 5% of the promised amount, without providing any explanation or justification.
Evidence in my possession:
· Screenshot of communications showing the amount of $2,200
· Recording/photo of the live stream where the bonus amount is announced and confirmed
· Proof of only $110 credited to my account
· [Possible] Email/chat with Shuffle support where I have already requested clarification (if you have already tried contacting them)
Requests:
I ask Casino Guru to intervene so that:
1. Shuffle should be contacted for an official explanation of the discrepancy
2. I am entitled to the actual promised amount of USD 2,200, or alternatively a valid and documented reason for the reduction
I remain available to provide all the documentation in my possession.
Best regards,
Automatic translation:
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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.
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2 months ago
Dear SERGUT,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
The pay me but just 110 , and not the 2200 as is was mention in the Chat , and also the now just Block from Support Chat.. Thats the reason
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1 month ago
Dear SERGUT,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Dear SERGUT,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
