The player from Brazil was unable to access their casino account, which prevented them from withdrawing their funds. The player's account had been fully verified and they had requested self-exclusion, but not permanently. Despite this, the account was suspended and the player couldn't access their funds. We attempted to gather more information from the player to better understand the situation and help resolve it. However, due to a lack of response from the player, we were unable to proceed with the investigation or provide potential solutions.
Shuffle Casino - Player is unable to log into account.
Amount: 3,000 R$
Shuffle Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
They are refusing to let me log in to withdraw my funds
Automatic translation:
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1 month ago
Dear franxbet,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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1 month ago
Translation
I had the account deleted with funds available for withdrawal related to the airdrop. Old account registered several years ago. They refuse to grant access.
Automatic translation:
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1 month ago
Hi franxbet,
- Could you please advise what you mean by "old account"?
- Was your account fully verified?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
Thank you.
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1 month ago
Translation
Yes fully verified. I requested self-exclusion but not permanent. They suspended it and now I can't access and withdraw my funds.
Automatic translation:
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1 month ago
Hi franxbet,
Do I understand correctly that you opened a new account when you discovered your previous account wasn't accessible?
Thank you.
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1 month ago
Dear franxbet,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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