Shuffle Casino - Player’s account verification is delayed.

Hello! The casino has been unable to verify my account documents for 21 days. I have sent perfectly clear photos several times. The casino remains silent—almost a month has passed, and they still can't verify two photos. The casino is probably a scam; they don't pay money, don't verify accounts, don't check documents, and don't respond to questions.

Dear zubat,

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 have you been a player in the casino?
• How were you informed about the status of the verification of your documents?
• 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? 
• Could you please share with me your communication with the casino trying to resolve the issue and the casino's responses? 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

I've been playing for about 3 months.

On the site I can see the verification of documents: approved, verified or in progress.

I played sports betting, casino slots, and replenished my throne with cryptocurrency.

I didn't use the bonuses.

Communication with casino support is usually repeated. I write when they check the documents. And they answer me that they are waiting for a response from a third-party service that does verification. And there has been no response for almost a month. They take too long to check a couple of photos.

I would kindly ask you to send me the communication with the casino confirming your attempts to resolve the situation. I apologize for the inconvenience.

Dear zubat,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I've been playing for 3 months.

On the site I can see the verification of documents. approved, verified or in progress.

I played sports betting, casino slots, replenished the throne with cryptocurrency.

I did not use bonuses.

Communication with casino support is usually repeated. I write when the documents will be verified. And they answer me that they are waiting for a response from a third-party service that deals with verification. And there has been no response for almost a month. It takes too long to check a couple of photos.

Thank you very much, zubat, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear zubat,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Shuffle Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Shuffle Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification?

Thank you in advance for your response!

Best Regards,

Kubo

Thank you so much for your help! I have already been waiting for the third month and the document verification is not being completed.

Hi Kubo

This is a sports related case. This user has engaged in abusive betting on sports and we reserve the right to withhold winnings from this. This player has been refunded their deposit and we have removed them from the Shuffle platform.

Thank you.

I don't understand what you're talking about. I didn't break the rules and didn't think about doing so. My deposit has not been received in my wallet. Did the casino definitely send my deposit? I didn't receive anything!

Send me the transaction hash proving that you sent my deposit because I didn't receive anything!

Dear zubat,

I regret to inform you that, since your issue is primarily related to the sports betting section of Shuffle Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case.

If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.

Thank you for your understanding.

Best Regards,

Kubo