Shuffle Casino - Pelaajan kotiutus on viivästynyt.

I am a fully KYC'ed member at Shuffle.com and have done money withdrawals and deposits.

Last week I played Blackjack and won a significant amount of money (1000 USD) which I am trying to withdraw but my withdraw is being held back and just says In Review. I have contacted support and the site and emailed them multiple times without any response.

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.

• Have you won similar amounts playing Blackjack at this casino before?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you accumulate your most recent winnings from Blackjack only, or did you play other games as well?
• When was the last time casino customer support contacted you regarding the review of your account?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Have you won similar amounts playing Blackjack at this casino before? No, this is the first time I have won money playing blackjack at this casino.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? No, currently I am the only one in the household actively using an account at this casino

Did you accumulate your most recent winnings from Blackjack only, or did you play other games as well? Only Blackjack in this case

When was the last time casino customer support contacted you regarding the review of your account? I also had an issue withdrawing money from this casino 4 months ago from Baccarat winnings. During this time I had to fully KYC which I did and they were looking for all kinds of reasons not to pay me but eventually they did pay it out. That was about 6000 USD

Thank you for your reply. Please forward me all the communication between you and the casino customer support (emails, chat transcripts) regarding the review of your gameplay at veronika.f@casino.guru, or post screenshots here. Have you received any updates from the casino in the meantime?

Dear LooseKangaroo,

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.

Hi Veronika,

Please note I sent these details requested on the 14th of Aug, could you please have a look and let me know if anything else is required?

Thanks.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Shuffle Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

Hi Pavel,

Please go ahead.

Thanks.

Hi LooseKangaroo, Pavel

We have escalated this internally and will update you as soon as possible.

Hi,

It's now been over a week without a response. Please advise.

Thanks.

Dear Shuffle Casino, has there been any update?

Hi Pavel, we've just updated you over email, apologies for the delay.

Dear LooseKangaroo, unfortunately, we have received proof from the casino that shows you having multiple accounts in the casino. We do not consider such behavior fair, therefore I cannot help you anymore. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.