Shuffle Casino - Withdrawal of player's winnings has been delayed.

"I requested a withdrawal of 44 USDT on March 7: 30 USDT from a friend's tip (same as the other 5, which worked fine), and 14 USDT won from the original game and virtual basketball. 12 days after completing KYC&#... xff0c; you say "Audit Scheduled" (March 18th) and "No Estimated Arrival Time" (March 19th). Tipping is legal, bonuses come from fair play, and other tippers who tip the same amount have no problem with it. Provide a specific reason and deadline, or escalate immediately.

Dear hongyunqiang2002,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I've submitted kyc and it's verified.

It's been verified they're now using the compliance department to verify my account they've been stalling they've asked for everything I've provided and it's been approved and they've turned off my online customer service and asked me to contact them by email I've been contacting them by email and it's not being dealt with

This is my betting record I received a 30u tip from my friend my friend sent me a tip to 5 people they all withdrew normally so there is no money problem then continuously poked two levels and won and withdrew then customer service asked me to provide kyc which I did and it went through and now they have been complying with departmental audits of my account on the grounds that they have been refusing to process my withdrawals.

I have been actively contacting them they have disabled my online features and told me to contact their email address, however every time I contacted them they said they were in the middle of the process not sure exactly when, my kyc has been verified all the way through the withdrawal on the 7th and now on the 20th it's still delaying my withdrawals and not giving me a positive time how long is it going to be

I had a biopsy the other day, which I did, and my withdrawal still wasn't approved, and then he kept stalling me with compliance department checks

Dear hongyunqiang2002,

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.

It still hasn't arrived and they still reply that it's been 14 days since I was under review by the compliance department

I think if you guys don't get involved in the investigation, he'll keep dragging his feet, I've sent you his reply to me, including my game logs and kyc completion logs, I hope you'll help me deal with it even though it's just 44u

This 14 days they first asked me to kyc authenticate, then waited for a few days and asked me to live verify, then passed all of them, then they checked my account with the compliance department and have been checking it until now my 44u hasn't been credited, I don't know what they are checking, I've sent you my funding records I've already sent you my fund record, the fund is 30u, my friend rewarded me, my friend rewarded 5 people on the same day, all the other accounts deposited and withdrew normally, but I'm the only one whose withdrawal was interrupted by them.

It's been 14 days they use the excuse of compliance department reviewing my account every day and it's not being processed I asked them how long it would take they said there was no specific time they wanted me to keep waiting I've been waiting for 14 days and all my kyc's have gone through

I have been actively communicating with them but they have disabled my online function and I can only contact them via email, but unfortunately every time I contact them with a game they reply with the same excuse, does it take 14 days for the compliance department to review an account? And I withdrew my money after placing 2 sports bets.

Thank you hongyunqiang2002 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello hongyunqiang2002,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Shuffle Casino representative to join this conversation and participate in resolving this complaint.

Dear Shuffle Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

This user was able to withdraw successfully already, after the finally completed our KYC requests.

Hello hongyunqiang2002,

Could you confirm that you have received the payment from the casino so we can close the complaint as resolved?

I'll be awaiting your reply.

Dear hongyunqiang2002,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.