Shuffle Casino - Player's account is closed, but a new one is allowed.

Hello i was user of the casino shuffle.com for about a year activly playing there i have lost around 8000$ on my first account and i started loosing control of gambling so i decided many times to put loss limits/wager/deposit but the casino offers u to remove them with like 12h cooldown which wasnt helpfull for me so i decided to get a 1 year ban self exclude from their system for reason gambling addicitons my account is now closed but i was able to open new one and continue gambling despite having complete level 1/2 kyc on the first account and level 1 on the second account all of my informations are the same so my quesitons is why they still allowed me to play if im self excluded from the casino with same kyc details on the second account the loss is around 3100-3200$ and i qould like to request a refund because me as gambling addict im not protected at all on this casino

Dear discord003df,

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 whether you informed the casino of your gambling addiction and when it was?
• Could you please provide proof you informed them from your previous account?
• Could you please advise when you have completed level 1 verification on your second account?
• When have you made deposits to your second account?
• Is your second account currently closed?
• Have you requested a refund of your lost deposits already? With what result?
• 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please advise whether you informed the casino of your gambling addiction and when it was?

No i have not informed them directly but i have taken self exclude option directly from their site it was 24h and after 24h u get email do u want it to extend u cancel it so i extend it for 6 months which is still active

Could you please provide proof you informed them from your previous account?

Photo is above that i have requested self exclude platform type try settings

Could you please advise when you have completed level 1 verification on your second account?

Right after i have opened it Join Date11.18.2024

When have you made deposits to your second account?

First deposit was feb 24 then march 9 10 and 11

Is your second account currently closed?

No its not closed i can still bet deposit wd and everyting normally

Have you requested a refund of your lost deposits already? With what result?

No i have not because im pretty sure they will decline it and and just ban me which would mean i would loose acces and proofs that i would need in the future

Also i had another account months ago when i was taking these self exclude type of methods like wager limit deposit limit etc i had bypassed it with another account which later i have informed them and they didnt care and just banned that account and didnt do nothing to the main or put me in some blocks to acces to the site also all of the account have level 1 kyc done and the main acc with 50k wager and 7-8k$ loss is level 2 kyc done

Thanks for your reply and the information provided.

Did the self-exclusion form allow you to specify the reason for self-exclusion to be gambling problems or gambling addiction?

Have you contacted casino support via email or live chat and specified the reason for the self-exclusion of your original account to be due to gambling problems?

As a precaution, I would urge you to contact the casino and request a self-exclusion again from the email address associated with your second account.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Shuffle Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@shuffle.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

Looking forward to your reply and cooperation.