Shuffle Casino - Player believes that their withdrawal has been delayed.

Shuffle isn't releasing my withdrawal, it says it's under analysis, but it's been a few days and nothing. Support only says the basics and replies automatically

Dear marceloroland93,

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 haven't received my withdrawal yet, I'm waiting for it. They didn't say anything about 14 days in the chat, but they did say a date, I've already done my KYC and I'm waiting for my withdrawal.

I still haven't received my survey, KYC done successfully waiting for a reply from Shuffle

Shuffle closed my account just like that, I tried to log in to talk to support and my account is suspended. This is by far the worst casino I have ever tried to use.

They don't pay your balance.

Support doesn't respond.

And they suspend your account out of the blue

Be very careful if you are going to use this casino, it is PURE theft VERY CAREFUL

Dear marceloroland93,

Can you please advise since when exactly is your account verified and if you have used any bonus to accumulate your winnings?

Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

My shuffle account has been suspended and I no longer have access to any information, I did the KYC about a week ago.

I didn't use any bonuses

Thank you marceloroland93 for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru)who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, marceloroland93!

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.

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!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.