Shuffle Casino - Pelaajan kotiutuspyyntö on viivästynyt ja sitä tarkastellaan edelleen.

I made a shuffle acount back in the end or march 2026 and won pretty big on baccarat. i took my deposit of around $2000 to over $20,000. it was pretty cool until i had to withdraw my money and thye would simply leave in stuck on "in review". I've tried contacting support in which a bot responds telling me to contact them, through email. I've tried emailing them over 5 times in which not a single response was given at all but i do still get automated emails for bonuses so i know it works. ive tried new withdraws every now and then and at one point thye approved $20 but then the very next one back to being stuck in review. Honestly been very stressful with what this company has put me through and i just want my money back. I cant get in contact with anyone whatsoever so im hoping a representative could help me out here. Ive added screenshots of chats and transaction history aswell as my betting history.

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Dear ergrgRGWRGWE,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Jean

It appears you may have not seen my screenshots that I added to my initial post. I will send them again showing my withdraw history. To answer your question about the bonus: no bonus was used at any point whatsoever. The screenshot I’m about to share shows 2 withdraws of small amounts going through but 6 others (notably of larger sizes) being stuck on this in review thing. The withdraw were pretty spaced out but you can look and the picture to see everything for yourself.

Hello ergrgRGWRGWE,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yes, I can see two withdrawals with status as 'confirmed' for a 20 CAD and another for 102 CAD, all on the same day.

Please clarify the following:

• Which payment method did you choose to withdraw your current winnings?
• Is it the same payment method used with your previous successful withdrawals?
• How long did your previous withdrawals take to process?

Thank you in advance.

I used Bitcoin for all my withdraws and yes it’s the one I used with my previous successful withdraws. It’s all the same bitcoin address and the same one I used to deposit. The ones that did go through went through within minutes, so it’s ridiculous that these won’t go through at all. It’s clearly not being review and it’s just a shady tactic to prevent payouts.

Our investigation determined that the user's account was linked to the operation of multiple accounts on the platform in breach of Shuffle Terms of Service, including the following:

3.4. You are permitted to have only one Shuffle Account. If you attempt to open more than one Shuffle Account, any and all such accounts may be blocked, suspended or closed, and any sums credited to those accounts will be frozen and may be deducted. If you realise that you have opened more than one registered Shuffle Account you must notify us immediately by email at support@shuffle.com.

Based on these findings, the account will remain restricted in accordance with our Terms of Service.

Additional information and supporting evidence have been provided directly to the Casino Guru support for review.

I have only ever had one account on shuffle and it is only after weeks of no responses on any platforms whatsoever that I decided to make a second account to try and get in contact with shuffle. This is clearly reasonable considering I tried to email shuffle over 5 times, tried their supports chats for weeks and even attempted to contact them through various social media platforms in which I receive no response whatsoever. It was a last resort that was forced upon me and should be a completely valid response to the situation I was in. Shuffle never intended to pay me my winnings when all I had was one account and when I tried to solve this issue quite reasonably they hide behind this section of their terms and conditions but completely ignore all the wrongdoing they did. I would like to note that a withdraw was pending for over 1 month with no update or response before I decided to take this action of creating the second account to try and solve this issue. I deserve my payout and this is just crazy that shuffle can mess with their customers like this and receive no consequences. They have been caught making fake reviews on Trustpilot and have clearly built up a reputation of not being very trustworthy. I ask that you please teach this untrustworthy casino a lesson and remove their license and pay me my money. Thank for your help.

Dear Shuffle Casino,

Thank you for providing your position regarding the case.

Dear ergrgRGWRGWE,

Thank you for your response.

Please note that I am currently in contact with the casino outside of the complaint thread and have requested additional information and supporting evidence related to their findings. Once I receive and review the relevant details, I will update you here with any relevant developments.

Thank you for your patience and cooperation.

Thank you, Shuffle Casino, for the information provided.

Dear ergrgRGWRGWE,

Thank you for all the information and evidence you provide me for a our independent review.

Unfortunately, after gathering and reviewing all the necessary information and evidence, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions - multiple accounts.

As an independent entity, we have reviewed all the gathered information and evidence thoroughly, and the casino has acted according to its terms and conditions, as you have been informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try to help.

Respectfully,

Jean