Shuffle Casino - Player is unable to access an Airdrop due to being from a restricted jurisdiction.

Subject: Dispute with Shuffle Casino Over Denied Bonus and Account Restriction

Description of the Issue:

On 14th December, Shuffle released Airdrop 2, and my allocation was 4,036 Shuffle tokens. According to the terms of the airdrop:

1. Eligible users could claim 10% of their allocated tokens.

2. KYC Level 2 users were entitled to an extra 10% bonus on their allocation.

I claimed my initial 10% but noticed that the extra 10% for KYC Level 2 had not been added to my account.

Conversation with Support

When I reached out to Shuffle Support to inquire about the missing KYC Level 2 bonus, I was informed that I am not entitled to the bonus because I am a resident of Singapore, a restricted jurisdiction.

1. Acknowledgment of Identity and Location:

• By completing KYC Level 2, the player provided personal information, including proof of identity, address, and location. Shuffle was aware (or should have been aware) that the player was from Singapore, a restricted jurisdiction under its terms.

• Allowing deposits and wagering despite knowing the player was from a restricted country demonstrates negligence or a failure to enforce their policies.

2. Implied Approval to Play:

• KYC verification typically serves as the casino’s validation step to ensure compliance with regulations and eligibility criteria.

• Approving the player’s KYC Level 2 creates an implied agreement that the player is eligible to participate in wagering and promotions, including the airdrop. Denying the airdrop afterward appears inconsistent and unfair.

3. Breach of Trust:

• Approving KYC but later restricting access suggests a breach of trust. The casino benefited from the player’s deposits while failing to enforce their jurisdictional restrictions upfront, potentially misleading the player.

• Total Deposit on Platform: $15,524.19 USD.

• Total Wagered: $535,392 USD.

• Withdrawals: $232.45 USD (1 transaction).

• Days Played: 99.

Key Details:

• Airdrop Allocation: 4,036 Shuffle tokens.

• Entitlement: 10% claimable + 10% bonus for KYC Level 2.

Promotional Misrepresentation:

• Unjust Enrichment: By allowing me to deposit and wager while denying access to the promised airdrop and thus has not provided the service for which I deposited funds, i were misled into wagering based on the understanding that my wagering affect allocation of airdrop token. which they then denied without prior clear notice.

My KYC was approved despite your Singaporean residency.

• You deposited and wagered funds in good faith to qualify for the airdrop.

By allowing you to deposit & wager , they implicitly allowed me to act in good faith, assuming i am eligible.

Violation of Terms and Conditions:

• If the casino’s terms state that players from Singapore are not allowed to use their services, they should not have accepted my deposit or allowed me to play in the first place. i acted in good faith, provided accurate KYC information, and did not knowingly violate any rules. If they refuse your airdrop, they should still refund my deposits, as the situation is primarily due to their oversight during KYC.

• Denying me access without refunding your deposit could be seen as unethical or even fraudulent.

 Shuffle has gained financially from my deposit but failed to provide the agreed-upon benefit. This constitutes unjust enrichment, meaning they’ve received money for a service they haven’t provided, which could justify a refund under ethical business practices and some legal systems.

I acted in good faith by providing accurate information during verification and complying with my processes. the acceptance of my deposits and wagers, followed by the denial of my airdrop, is both unfair and inconsistent with fair gaming principles.

Dear Xiaobei08,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Did you use a VPN or IP-masking software to alter your location while accessing the casino website?

Could you please specify what type of identity document you uploaded for your Level 2 verification?

What type of document you submitted for your Level 3 verification? Am I correct in understanding that this document was rejected by the casino?

Have you made any successful withdrawals before?

Regarding the Airdrop promotion you wanted to participate in, could you please send me a link to the promotion, or a screenshot of it, along with its terms and conditions?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.