Shuffle Casino - Player's account remains active despite the self-exclusion request.

Dear aezakmi,

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.

Could you please confirm if you requested to be self-excluded from the casino due to gambling addiction with your first account? Kindly forward the account closure request you sent to the casino, along with their response, to my email at veronika.l@casino.guru.

Have any of your accounts been fully verified? And could you specify when you created each account? Additionally, were any bonuses activated on these accounts? It would also help to know whether both accounts were open simultaneously or if you closed the first before opening the second.

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

Nope i didnt asked to be self excluded on my first account but i have set limits of losses 100$ wager

I Had also wager limit 25$ per month which i have tried to remove it and i was succesfully but it had cooldown of 24hours but bcs i could not stop myself i have opened second account on which i have put all the same details for kyc and without any problems continue gambling there

Nope they are not verifed fully if u mean with uploading kyc documents i just put the kyc details they never asked me to upload kyc so i didnt do it

The second account was opened on nov 7 2024

Hello , your account was created 2023-12-01 and this is for the first account

And no i havent used any bonuses like deposit and get 100% match with X wager i deposited my own money first i deposited 20$ and made it to 1500$ but then i have decided to gamble more and i have deposited back 2100$

I have used all same kyc details on both accounts same ip adress same devices my email was diffrent by just adding . so i can create account again under the same email and the username had just 2 at the end

Also the second account now its banned after i have requested refund because they allowed me to create another account while having set limits on the first one i had setup limit of 25$ wagered per month so no matter how much i would like to lose the max would be 25$ and since i had like alrd 20$ wagered i could lose 5$ i decided to delete that limit but it had 24 h cooldown so i opened another account

I have checked the Responsible Gaming section of Shuffle Casino, and this is what I found:

You may choose to increase, reduce, or cancel your limits. However, there will be a one-day cooling-off period before you can make any modifications.

A cooling-off period is designed to help you reconsider playing when you’ve reached your loss limit. However, responsible gaming tools are meant to support self-exclusion and account closure options, not replace them. If you find it difficult to control your gambling, it’s essential to request self-exclusion directly instead of opening a new account.

In your case, none of your accounts went through verification, as you did not upload identification documents. This lack of verification allowed you to open multiple accounts with different usernames and email addresses. The casino only checks personal information once the KYC process is triggered.

Unfortunately, without a self-exclusion request clearly indicating gambling addiction, we cannot consider you eligible for a refund of your deposits. Creating multiple accounts is a violation of the casino's Terms and Conditions, which typically results in the confiscation of balances in all affected accounts.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Best regards

Veronika