Shuffle Casino - Player's account suspended over alleged multiple accounts.

I initially signed up on Shuffle to place a bet on the Ansem fight. A month later, I began betting on local leagues through their sportsbook. Throughout this period, I experienced both wins and losses, but withdrawals were always smooth and hassle-free. However, after my most recent win, my withdrawal request was rejected, and I was asked to submit KYC documentation, which I promptly provided.

A few days later, I inquired about the status of my withdrawal and was informed by customer support that my account had been flagged for having multiple accounts. I clarified that I have only one account and do not possess any additional accounts. After this conversation, my account was suspended.

Dear neeeeey,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your account on Shuffle.

As you may be aware, our website Casino.Guru exclusively handles complaints regarding online casinos, excluding those related to sports betting. However, given that this issue appears to be solely related to an accusation of multiple accounts, we will make an effort to assist you.

To help us understand the situation better and assist you effectively, could you please provide us with the following additional details?

• Have you received any specific reasons from the customer support team for why your account was flagged for having multiple accounts?
• Were there any previous issues or warnings given to you about your account before it was suspended?
• Hve you received any previous withdrawals from this casino and was your account previously verified?

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

Have you received any specific reasons from the customer support team for why your account was flagged for having multiple accounts?

• Yes, the customer support said that I had multiple accounts.

Were there any previous issues or warnings given to you about your account before it was suspended?

• None.

Have you received any previous withdrawals from this casino and was your account previously verified?

• Yes, I received my other withdrawals from the casino. I believe that there is no button to pre-KYC.

Hi Casino.Guru,

This inquiry solely concerns sports betting activity that flagged as multiaccounting, we have made reasonable requests for identity verification per our terms of service, as such it does not fall under the remit of Casino.Guru. Thank you for this.

Thank you, Shuffle Casino Team, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you, neeeeey, that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.