Shuffle Casino - Player’s account has been closed and winnings confiscated.

Hey, I played on shuffle with their first deposit bonus and won around 230 ltc and then I withdrew and I got around half of the amount. Then I played some more but decided to withdraw the rest of it but here is where the problems started. They could not state how long the withdrawal would take and I came and asked a couple of times a week but weeks turned into months and I did not hear anything about why my withdrawal was delayed. Until finally after about 6 weeks they asked for proof of address which I sent and it got approved. Day after that my account was closed and my money was taken. I have no idea what happend and when I try to contact them through live chat they do no respond. Please help me.

Dear nikolassyllahiz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please explain how much you deposited in the casino and how much you managed to withdraw?
• Do I understand correctly the disputed amount of Ł120 refers to the winnings you achieved after your initial cashout was successful?

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

Best regards,

Tomas

I played slots only, Wanted dead or a wild.

I deposited around 3800 nok and I was able to withdraw 84000 nok

Yes the disputed amount is the amount that was left in my account when they disabled it which was around 90000 nok when I won it, but probably a lot less now that LTC has dropped.

Thank you very much for your help.

Thank you very much, nikolassyllahiz, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, nikolassyllahiz!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We have identified the person operating this account as someone who has used multiple accounts to abuse Shuffle.com's First Time Deposit Bonus. We have therefore restricted all further withdrawals from this user and all other identified multi accounts operated by this individual. This is a violation of the Bonus Terms and Conditions as well as Shuffle's Terms of Service.

Thank you for your response, Shuffle Casino!

Please, provide proof to my e-mail: pavel.k@casino.guru.

Hi Pavel - I have just emailed you.

We consider this matter closed. However, if you need anything further from us, please do let us know.

I have not received an e-mail, maybe there was some error with receiving or maybe you have copied my e-mail with the dot at the end of it, this has happened to us before. Could you, please, send it once more? pavel.k@casino.guru

I have just sent it again.

Hey again and thanks Pavel for helping me but this is outrageous, I have not had multiple accounts on Shuffle.

nikolassyllahiz, could you, please, send me the crypto wallet address which you have used to deposit into the casino?

Sent you an email

We are in an ongoing communication with the casino, therefore, I am prolonging the timer for 7 more days.

Hi nikolassyllahiz!

We have investigated all the evidence that the casino had provided to us thoroughly and come to the conclusion that you have either colluded with other players or used multiple accounts to take advantage of the casino welcome offer. We consider such practices unfair, therefore, I am rejecting your complaint.

Respectfully,

Pavel K

Casino Guru Team