Shuffle Casino - Player account closed after location issue.

Hello, I was playing for about 8 or 10 days without problems in a cryptocurrency casino called www.shuffle.com, apparently my country is prohibited, but it allowed me to play in some games on the web, in others it did not allow me (it appeared a window saying: Your country is excluded or try deactivating your VPN to solve this problem) I thought it was an error when I was able to play normally in other games and my account was closed after contacting support to ask about this problem. They knew that I was from Spain when they asked for my information about where I lived (I passed KYC 1 level 1) and by IP they also had to detect that I was in Spain, I don't understand why the website allowed me to play some games and not others, it's because That's why I want to know if I can do something to recover the funds I lost in that casino. Apparently the shuffle casino is in the Netherlands. thank you

Hello ramolica,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shuffle Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you ever use VPN to alter your IP address? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, thank you for your quick response.

1- My account was created and verified with a level 1 kyc on October 21 (level 1 kyc verification is required to use the platform, Full name, address, zip code, city, country).

2- I played with cryptocurrencies (playing with cryptos is only accepted in this casino)

3- I never used VPN to alter my IP address, they have proof of this.

4- The last time I spoke with them was on October 29, I asked support if it was an error that I could only play 6 casino games and not the other games, their response was that I had violated their rules and that my account was going to be closed)

Searching their website at https://shuffle.com/es/info/aml I found that they have a geographic block by IP but it is not true, at least in my country, so I wonder if they should take responsibility for letting me play and not having blocked my access as it should have happened. Thank you

Edit: There is something else to comment on, like me, many people entered shuffle because they offered an airdrop (compensation with cryptocurrencies for people who enter the project in an early phase and the more volume you generate and the more deposits you make, the airdrop is greater) In projects like this, they usually give thousands of dollars in compensation, I knew I would get my money back with this airdrop that's why I bet so much money, now I find myself with lost money and no possibility of opting for that airdrop

Hello?

Hello ramolica,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru regarding this case?

Sorry, I had not received notification of this response, I will contact you by email, thank you

I already wrote to you by email Nick, I appreciate your help

Hello ramolica,

I noticed that you have forwarded this complaint in the e-mail. We have actually requested the communication between you and the casino and not us. Could you please forward that?

Sorry Nick, bad translation from the translator, conversation between the casino and me sent to your email right now, thank you

Hello ramolica,

Thank you for the forwarded communication. Can you please advise if you had any real money balance on your account when it got closed?

Hi Nick, there was nothing left, just a few cents, I lost all the money I had in the account

Hello ramolica,

As long as you had no remaining balance on your account, the casino has no obligation to you and may close your account without any reason given.

Is there anything else we could assist you with? If no, the complaint will be closed for the above explained reason.

You could have asked if there was a balance in the account 1 month ago and I'm not wasting my time here, thanks anyway

Hello ramolica,

We do not expect players to complaint for account closure if there is no remaining balance as it is clearly stated in casino terms (which you agreed to while registering) that they may terminate your account anytime.

The complaint will be now rejected.

Regards,

Nick