The player from Brazil had deposited around 20 ETH into SHUFFLE and requested a withdrawal of 24 ETH, which was under review. Two weeks later, his account was suspended, and he became concerned about the funds he had deposited. The issue was resolved, and the player confirmed that he had received his money.
Shuffle Casino - Player’s account has been closed and funds are suspended.
Amount: Ξ24
Shuffle Casino
Safety Index:HighSafety Index
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8.3
Shuffle Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
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Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
I deposited arround 20 ETH on SHUFFLE in 05/05, played a bit and asked to withdrawl 24 ETH, it got in review, i did all the verifications, now it passed arround two weeks and my account got suspensed with the money I DEPOSITED, i dont even care about the profit, but this money i worked for
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4 weeks ago
Dear joaojur,
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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you contacted support and asked for an explanation of the situation? What response have you received?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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4 weeks ago
Q: Could you please advise how long you were a player at the casino and when exactly your account was blocked? How did you learn about your account being blocked?
A: I logged into Shuffle for the first time on 11/04/2024, played a bit, and then spent a long time without playing. On 05/02/2025, I logged in again and started playing. I played for four days and made some deposits. On the fourth day, I made the biggest deposit I had ever made — all out of my pocket — depositing 20 ETH. I made a profit of 4 ETH. When I requested the withdrawal, it went into review. Two weeks passed, I completed all the KYC verifications, and on 16/05/2025, my account was suspended with my funds still there (including the money I deposited).
Q: What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) Did you achieve your current balance with the help of a bonus?
A: I played live games (Blackjack), casino games like Limbo and Crash, and also bet on sports. I did not use any bonus.
Q: Have you contacted support and asked for an explanation of the situation? What response have you received? Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
A: I don’t have screenshots of my chats with support because my account is suspended, but basically, they kept telling me to wait for their compliance team to manually review my withdrawal — which lasted for two weeks until my account got suspended.
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3 weeks ago
Dear joaojur,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
