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.

Hi Veronika,

Nope, i did not use VPN or IP-Masking software to alter my location. 

Here’s the shuffle airdrop 2 https://shfl.shuffle.com/shuffle-token-shfl/airdrop-campaigns

For level 2 Verification, if i remember correctly, i upload my driving license. 

I only got KYC level 2 verification cleared.

In their airdrop campaign, 10% instant unlock, if KYC lvl 2 done beforehand will get additional 10% instant claim - As stated as in the airdrop canpaigns above. 

On 14th Nov, when airdrop drop, Receive email from shuffle saying Airdrop2 SHFL is out! Head to token dashboard to claim.

"Here are some key pointers for you to remember"

"You still got time to boost your Airdrop2. 

"You still can get 10% by completing level 2 verification"

 I then went straight to support. I said i’m kyc level 2, where is the instant claim stated on shuffle ad2 post?

As for proof of residence, i have a letter from Singapore Police Force with my address, name, nric in it. They onboard me with singapore resident status, deny my promo with it

I made 1 withdrawal before. And they didn’t ask me anything. Didn’t know kyc2 instant claim become like this

Onboard me on shuffle knowing i from Singapore resident, 

Thank you for your reply. The disclaimer at the bottom of Airdrop Campaigns states the following:

Shuffle reserves the right to modify any element of this airdrop promotion or to discontinue or terminate the promotion at any time. Your eligibility to participate in the promotion and receive SHFL tokens is determined by Shuffle in its sole discretion. Please see Shuffle’s Terms of Service and the SHFL Disclaimer and Whitepaper.

Additionally, each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it is ultimately at the casino's discretion to determine eligibility and the applicable rules. If the casino has deemed you ineligible to participate in a promotional campaign, it is likely due to specific reasons outlined in their policies. Please note that we do not investigate these reasons further, nor can we compel casinos to grant you access to a promotion.

Could you please clarify whether you have any real balance in your casino account that you are unable to withdraw due to being located in a restricted country? If the casino allowed you to register, deposit, and play, despite Singapore being listed among the restricted jurisdictions in their Terms and Conditions, we believe you should be entitled to any rightfully acquired winnings. However, issues regarding the eligibility or ineligibility for specific promotions fall outside the scope of what we can assist with.

I have 250 shuffle token staked in the lottery & unable to unstake it as its locked. Nope i do not have any real winning. I did participate & eligible for shfl airdrop of 4000 coins. Will they be allowing me to withdraw my shfl airdrop winnings? It could help it they allow me to withdraw my airdrop 2 at once & take back my 250shfl token staked in lottery instead of doing this. If they don’t, thanks casinoguru for the help, i will proceed to bring it up to authorities & their licensing

Thank you for your reply. Unfortunately, since your account balance only contains shuffle tokens and no real money winnings, we are unable to assist you further in this matter.

As mentioned in my previous reply, the casino has the discretion to decide which players are eligible for promotions. If you believe their decision was unjust, I recommend contacting their licensing authority, the Curacao Gaming Control Board, for further guidance: https://casino.guru/licensing-authorities/curacao-license.

Regrettably, due to the reasons outlined above, this complaint will now be rejected. I appreciate your understanding, and I’m sorry we couldn’t provide more help on this occasion. Should you encounter issues with this or any other casino in the future, please don’t hesitate to reach out to us again.

Best regards,

Veronika