Shuffle Casino - Player's withdrawal blocked due to multiple account suspicion.

I signed up at Shuffle on Jan 27th and deposited 0.1btc. I then went on to play and wagered a total of $57,634 (90% on casino and 10% on sports) and I managed to build up my balance to 0.177btc. I then wanted to request a (partial) withdrawal on Jan 29th. It was rejected and I was asked to submit KYC, which I did succesfully. But after that I could still not request a withdrawal as my withdrawal function has been blocked. When I asked why, they started to ask all kinds of questions about if I have multiple accounts and how I heard about Shuffle. I answered that I have only one account but I do have a friend who played in Shuffle and he was the one who told me about the website. Me and some friends have an app group in which we discuss all kinds of things and from time to time recommend casinos who still accept German customers (cause many these days don't accept Germans anymore, which by the way also is what your site says about Shuffle but they do not have Germany as a forbidden country in their terms, weird....). After his recommendation I checked Bitcointalk forum and after reading good comments I decided to join a few days later. Shuffle said they find it suspicious that I joined a few days after my friend had his last withdrawal but it's only logical that people only recommend sites after they successfully received their funds.

Shuffle is simply saying that because me and my friend are from the same region (we live about 15km from each other) and because we like the same games (mostly Plinko and Keno, and therefore we indeed played the same games, but what is so weird about that? many friends share the same hobbies or preferences) we must be the same person. However, this is a very vague assumption and totally untrue. They are treating me as if I am the same person as my friend, and are confiscating all my funds, not only winnings but even the deposit! I find this very unfair as I clearly submitted my own documents at the KYC. Also, I never used a VPN, never took a deposit bonus and all gambling was done from my own home IP, on my own laptop which I never shared with anyone and also I do not share a wallet with my friend obviously, we have our own finances as we are completely separate people.

I feel helpless that they can just decide on their own to treat me and my friend as being the same person when all there is is a vague assumption that 2 people from the same region must be the same person.

If I had used same IP-address, or a VPN, or the same crypto wallet to deposit from, then they would have a case but none of this all!

There is no reason to confiscate funds, let alone confiscate even my deposit! Please help me get justice here and at the very least get my deposit returned. I am willing to do a video verification to prove that I am the person that is listed on my submitted ID document.

If neccessary, I am also allowing CasinoGuru to independently judge if my IP-address, laptop unique ID and wallet used to make my deposit are the same as the ones used by my friend. Shuffle can share all these details with you upon request. I do this because I know 100% sure this is not the case. I hope you can help me because 0.1btc is a lot of money for me and to have a deposit confiscated is something that has never happened to me.

Some screenshots have been uploaded as attachments

Dear FelixHos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that this was your first withdrawal attempt?
• Have you received any confirmation from the casino regarding successful verification?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

• Yes you understand it correctly that this is my 1st withdrawal attempt
• I have not received any written confirmation regarding succesful verification, but my account is showing "completed" in green color on the "verify" page so I assume this is enough confirmation. However if they need more documents I will happily give them those.
• I have now forwarded all communication to you on your desired emailaddress. It's partly via chat, partly via email so it's a bit of a mess so I decided to manually put them all together into 1 document and send you that.

Edit: btw I do hope you are not going to reject my complaint because I played a bit (about 10%) of my wagering on sports bets. Because the issue is not about the sports bets, its about the multiple accounts suspicion based on nothing but assumptions and not facts. It's about them not even returning my deposit.

Hi Casino Guru,

Whilst this player has played some casino to cover their tracks, most of their PNL (over 95%+) has come from the sportsbook. They were an abusive player, and have significant withdrawn profit from multi-accounting. The 'friend' that he refers to in his initial report is very obviously a linked account. The friend that he claimed to provide a reference had their account closed due to fraudulent behavior immediately before this account was opened.

Hello,

I would like to report that I came to an agreement with Shuffle and this situation is now solved.

Thanks for your effort CasinoGuru.

Dear FelixHos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru

We’ve reopened this complaint at the request of FelixHos. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please give us an update?

I sincerely apologize to Shuffle for defrauding them and trying to mislead them. I opened an account several months ago and won quite a large amount mainly with valuebetting on NBA (around the equivalent of $40,000) before my max. stakes got limited in sportsbetting. I then instructed a friend to also open a Shuffle account to keep going with the same NBA value betting strategy with fresh limits. Due to the same betting pattern and an IP-address from the same region I was caught by Shuffle and they voided my sports winnings on the second account of 66mbtc, which I accept because with my lower limits on the first account I would never have been able to make this profit. I will not ask any friends to open an account with Shuffle anymore in the future and me and Shuffle will part our ways for good after I have received back my 0.111 btc remaining balance (deposit plus some small casino winnings) which is what Shuffle promised to let me withdraw.

Since we do not handle complaints related to sports betting and the abusive strategy was indicated by the player we decided to reject this complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.