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

account gold 5

active player slots and sports

many withdrawals and deposits

today placed small bets with deposit 500

try to withdrawal 1300

they ask verification

I completed all

they blocked me everywhere

on mail don't answer

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

also I am shocked for ban in live support, because I was maximum tolerant

for me it's more a question of lack of respect for players! I don't understand how you can just go and ban a person who actively plays casino, whose rollover is not wound up with dice but is made on slots. How can you set a person to automatic responses in chat and not answer emails. I understand you requested information for verification at the same time you received all the documents for verification on the site confirmed successful verification and you take and allow yourself such disrespect to the player? if there are any problems with this bet - write so and so! but this is a bet of 400 dollars! you see the bonus buy that are on the account you see that a person buys bonuses for 1000 dollars and allow yourself such an attitude to the client?

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Is your account actually blocked, or can you still log in without any issues?

Are you just unable to contact them via live chat, but everything else works?

Why haven’t you sent them a follow-up email as they instructed in their response?

Have you checked your spam or junk folder to make sure you didn’t miss a reply from them?

Do you currently have any pending withdrawals in your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Is your account actually blocked, or can you still log in without any issues?

No block, I am on account without any issues

Are you just unable to contact them via live chat, but everything else works?

Every message in chat will receive answer "contact [email protected]"

Why haven’t you sent them a follow-up email as they instructed in their response?

I already send two letters from my email, they don't answer

Have you checked your spam or junk folder to make sure you didn’t miss a reply from them?

Yes checked, no answer

Do you currently have any pending withdrawals in your account?

Yes two transactions still in review

Also I made deposit now, just to check, everything on account. Try to play slots, everything work)))

today monthly bonus, and i received 462 usdt, play a little on slots and made withdrawals, look on this action from shuffle on screen! They confirmed one withdrawals for 10$! I am shocked because its rude attitude!

Dear player, have you received any response to your emails or any update regarding your verification?

Are your withdrawals still pending, or has there been any change?

no any response

withdrawals still pending

we will communicate every 6 days?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello osk198870,

 

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

 

I would like to request the presence of a representative from the casino in this conversation.

 

Dear Shuffle Casino,

 

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

 

Thank you in advance.

 

Respectfully,

Attila G.

 

Hi osk198870, AG Team,

Our provider is currently investigating this player's bets for possible integrity violations. We are awaiting their report and will provide an update as soon as we are able to, thank you.

I don’t have what to add

my bets lets check it - friendly game football, it was only one game at that moment in live. I don’t know what investigate they can and who make this investigation because it’s friendly match. Second i send screenshots that shuffle didn’t paid my monthly bonus, which doesn’t have any relations with bets.

Dear Shuffle Casino,

Please keep us informed regarding the results of the investigation. A clarification of the alleged violations would also be helpful.

Thank you in advance for your cooperation.

Dear osk198870,

Could you kindly clarify the issue concerning the monthly bonus?

Best regards,

Attila G.

As you can see on screenshots, its several withdrawals, my bets placed 28.07! Monthly bonus 01.08!

It’s different withdrawals, but they didn’t paid and continue lying about investigation

Hi CG team,

We've updated you over email.

Apologies for the delay osk198870, we are still waiting for our provider's report

Dear Shuffle Casino,

Thank you for the additional information. Please let us know as soon as you have any updates.

Thank you in advance.

Best regards,

Attila G.

Hi rosk1988,

We apologise for the delay, our provider is still working on submitting their report to us. We will inform you as soon as possible.

Hi rosk1988,

Your withdrawals have been approved.

Please check your withdrawal history page for more information.

Confirm

we again friends 🤝

Dear osk198870,

Have you received all of your withdrawals? Can we proceed with closing this complaint as resolved?

Best regards,

Attila G.

Dear osk198870,

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.

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,
Attila
Casino.Guru

Dear all,

We would like to inform you that we’ve reopened this complaint at the request of osk198870. The player has confirmed receipt of their withdrawals. We will now proceed with closing this complaint as resolved.