Shuffle Casino - Player is requesting a refund for significant losses.

I suffer from gambling addiction and I've already reported it to the platform on my numerous accounts I've created there.

In less than 24 hours, over multiple deposits, I lost on that account more than $US 44,000.

Shuffle knows that the accounts created belong to me, since the casino asks for a first and last name, as well as a birthdate.

But even though I provided the exact details of a former account banned for addiction, they let me register, deposit, make a few withdrawals while the first withdrawals are analyzed and lose more than $40,000.

Before trying to deposit on Shuffle, I tried to set up a new account on Stake, Roobet and Rollbit, but unlike Shuffle, they respect responsible gambling and didn't let me deposit on their platform.

In any case, the account created was clearly linked in every way to a previous account explicitly self-excluded for gambling addiction reasons with the personal details, the IP addresses, crypto wallets and perhaps some other details.

Shuffle doesn't respect responsible gambling at all, since it is clearly possible to recreate an account with the exact data of a player banned for addiction.

Another concrete example is when Shuffle refused to ban one of my old account for an addiction, without bypassing a 24h cool off period.

This happened in early January 2024, I even reported it to Noah D., co-founder of Shuffle.com, on January 5, 2024, explaining the serious breach in their system.

I asked to the support to close the account for addiction, they didn't want to proceed the closure without the 24h period.

I then said I was a US based and underage player and that I even played with my parents' money.

This didn't change anything, as it was still possible for me to deposit and play on the account.

Noah replied very quickly to my email confirming that he was looking at this, but nothing has changed for their responsible gambling since this is the last of their priorities.

Shuffle doesn't take seriously the harm that gambling can cause : letting a player with serious gambling addictions lose +$US 40,000 in less than 24 hours without even getting in touch with him, letting him lose this amount when he has entered the contact details linked to several other accounts banned for addiction, used the same IP as the other accounts and the same crypto addresses.

Even though I suffer from gambling addiction, it's still normal for me to take responsibility, which is why I don't ask for losses from other accounts.

I can also accept to sign some documents as Stake did on some complaints that I renounce any future complaints if they settle this complaint. 

I request the refund of all the money lost on the account for a total of : $US 44,092

Thanks in advance to the Casino Guru team, and I hope this complaint will make Shuffle realize that they must understand and help players who suffer from addiction, just like other competitors who take and respect the rules concerning this subject. 

Dear sheezart,

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

Could you please specify when exactly you requested self-exclusion from Shuffle Casino for the first time? Please forward me the email with your account closure request as well as the responses from the casino and all the other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru. How old were you when you opened your first account in Shuffle Casino?

How many accounts have you created in Shuffle Casino? Have you submitted the correct personal information in the first level of Verification that is necessary when you wish to deposit?

Has any of your accounts been successfully verified?

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

Hey,

I sent you everything by mail.

Thank you for your email. However, I still need the email you sent to the casino when you requested to be self-excluded for the first time. To be able to continue with the investigation of your case, we need evidence that you informed the casino about your gambling addiction and asked your account to be closed.

it was done through the live chat and not by mail, and as I can’t log in on the account as they are self-excluded, I can’t provide this.

I'm sorry, but without any evidence showing that you requested self-exclusion due to gambling addiction on any of your multiple accounts, we are unable to proceed with the investigation of your complaint. Please understand that we can only contact the casino representatives and invite them to participate in the resolution process when we have gathered sufficient evidence from the affected player.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

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.