Shuffle Casino - Player disputes account lockout due to alleged multiple account usage.

Hello, CasinoGuru Team, I would like to seek your assistance here. My username on the Shuffle platform is Theresa. Unfortunately, my account has been locked, and I am unable to log in. There is still 0.12 ETH inside. The reason for locking my account is as follows:

"Hey, Theresa (or Preston, or any number of the other usernames you use) - I have no intention of doxxing you and your accounts here, so I'm limited in how much I'll share publicly, but so far we have identified an exorbitantly high number of accounts who:

use the same device and IP

bet the same markets with the same betting patterns

KYC with information that is quite obviously not the real account owner's

As per our Terms of Service:

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.

As we have mentioned via support previously; if you continue to open accounts, we will continue to close them. We would not do this unless we had evidence beyond a reasonable doubt that these accounts are owned by the same person and are circumventing our Terms of Service. Please stop wasting support and the community's time; you've been warned multiple times."

Is there anything else I can assist you with?

I acknowledge that I use a VPN, but it is in a supported region, not a restricted one. I have only one mobile phone and one computer as my devices. The betting strategy I use, replenishing a bet if it is about to lose, may be similar to that of many other players. Finally, regarding the identity issue, Shuffle completely failed to verify my identity before claiming it is false. I believe I did not violate any serious terms that would justify the freezing of funds in my account.

Dear theresa888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

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

Best regards,

Petronela

Hello, no one from my family has participated in any online gambling activities, and I believe my neighbors haven't either. These actions were solely undertaken by me. I have never claimed any promotional offers and am unfamiliar with how to participate in such promotions. My account has only undergone basic KYC1 verification. I hope this information proves helpful in your investigation. Thank you.

Thank you very much, theresa888, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 theresa888,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Shuffle Casino to join the conversation and participate in the resolution of this complaint.

Dear Shuffle Casino,

Can you please provide further information regarding the decision to block the player and confiscate the balance?

Kind regards,

Adam

Hey Casino Guru,

This player, on their 'theresa' account, has $4 wagered on the casino and $15,194.78 wagered on sports. This player abuses our sports markets, then circumvents limits and account closures by opening multiple accounts - we've confirmed 9 accounts beyond reasonable doubt, with 3-4 more suspected. Their KYC provided was quite obviously not legitimate, and we have continued to communicate with this player that if they continue with this behaviour and open more accounts, they will have their account closed again.

In the summary of this thread, it mentions that they are a US-based player. Note that this is contradictory to the IP data we have and KYC they have provided previously.

Hello Shuffle,

I've placed a total of $15,194.78 in bets on the sports market, accumulated over several days. I don't believe I've abused your sports market; all my bets are from NBA games, as I've mentioned before. This is a common approach that many others might also take. Compared to others, my activity on your platform is relatively low because I've lost a considerable amount of money elsewhere over the years. If you suspect any cheating in my betting, you're welcome to deduct the funds from my account. However, if there's no evidence of wrongdoing, you should refund the funds in my account. Additionally, I wagered $4 in your casino because I couldn't find any games that I liked and were unrestricted. Therefore, I couldn't play. I usually enjoy playing live casino games.

Regarding the issue of multiple accounts, you initially claimed I had 15 accounts, then reduced it to 9, with 3-4 still under suspicion. This inconsistency raises questions about your own processes. Yes, I do occasionally use VPN, and while it's possible I unintentionally accessed CasinoGuru from the United States, it wasn't for gaming on your platform. I've always used VPNs from regions supported by your platform when playing your games.

Furthermore, regarding the allegation of illegitimate KYC, how can my KYC be deemed illegitimate when I haven't even been asked to complete any KYC yet? I've only provided basic KYC1 information.

Finally, I want to emphasize that I haven't created multiple accounts to circumvent restrictions or account closures. The reason I'm primarily interested in your sports market is that the closing times for betting are convenient for me.

I hope this provides a clearer explanation of my situation and facilitates the return of my funds. Thank you!

Dear theresa888,

While there are several accusations here, such as your use of multiple accounts and providing questionable KYC documents, the main focus of this complaint appears to be centered on your use and/or abuse of sports betting facilities.

Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's findings and/or their explanation correctly and judge this case fairly. There are many multiple-account strategies used by players focusing on sports betting. 

We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time. Consequently, this complaint will be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam,