Shuffle Casino - Player’s withdrawal delayed due to pending KYC.

I recently succeeded in converting my initial deposit bonus into cash at shufflecasino, managing to withdraw 3000 USDT out of 7740 USDT.

However, for additional verification, I submitted proof of address for KYC3.

Despite the casino proposing a deadline for this verification, it has not been processed and I am unable to withdraw my funds.

Dear ddoddodd74,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Do I understand correctly that verifying your Proof of Address seems to be the only obstacle standing between you and your winnings? 
• How many days ago did you provide the requested document to the casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

On June 9th, I received additional certification and my residence card.

I sent it on the same day, and was told via chat that authentication would be completed on June 16th.

When I contacted them after the deadline, they told me to submit additional bank documents to verify my address.

I submitted it as instructed and contacted support, but they didn't respond and I would like to ask them to investigate.

Thank you very much, ddoddodd74, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear ddoddodd74, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Shuffle Casino representative to join this conversation. 

Dear Shuffle Casino, could you please provide more information about this case? 

Looking forward to your reply.

I was told that shufflecasino's authentication was complete, but then they told me to do it again and asked me to provide my residence card, so the conversation didn't move forward.

We have identified the person operating the account named ddoddodd74 as someone who has used multiple accounts to abuse Shuffle.com's First Time Deposit Bonus. We have therefore restricted all further withdrawals from this user and all other identified multi accounts operated by this individual. This is a violation of the Bonus Terms and Conditions as well as Shuffle's Terms of Service.

As an individual user, ddoddodd74 has already withdrawn 3,000 USDT from a 1,000 USDT initial deposit.

Dear Shuffle Casino,

thank you for your fast reply.

Your mention very serious acts of breach of terms and conditions and we take them very seriously. Therefore, would it be possible to send us documents or screenshots proving your accusations? Please forward them to katarina.d@casino.guru.

Looking forward to your reply.

Thanks, Katarina. I have just emailed you, per your request.

We consider this matter closed. However, if you require anything further, please let me know.

Dear ddoddodd74,

The casino has provided evidence confirming that you have breached the bonus terms and conditions by creating multiple accounts and this behavior is strictly forbidden.  

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved. The complaint will now be rejected. 

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Katarina