The player from Ukraine had experienced a delay in withdrawing 160 USDT, even though his account was verified. He had also faced difficulties in contacting the casino's customer support. We had advised him to wait for at least 14 days after requesting the withdrawal, as delays could have been due to pending KYC verification or a high volume of withdrawal requests. The player did not respond to our follow-up messages, which hindered further investigation. However, we later reopened the complaint upon request from the casino, which confirmed that the player's winnings had been fully paid after he provided the necessary KYC documentation. We had then marked the complaint as 'resolved'.
Shuffle Casino - Player's withdrawal has been delayed.
Amount: 168 ₮
Shuffle Casino
Safety Index:Above averageSafety Index
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7.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
I made a deposit of 100 USDT and started playing in the casino, placing bets. When I requested a withdrawal, they asked for verification. I sent them everything right away. Now it says that my account is verified. However, my withdrawal of 160 USDT has been pending for 5 days now. I can't get a hold of customer support, they're not responding to anything. Please help me resolve this issue!
Automatic translation:
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10 months ago
Dear downiemarc,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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10 months ago
Dear downiemarc,
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.
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9 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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9 months ago
We’ve reopened this complaint at the request of Shuffle Casino. The casino sent us the following message:
This player was paid in full after providing the requested KYC documentation.
Dear downiemarc, can you please confirm that you received your winnings?
Dear representative of Shuffle Casino,
If the player does not respond to this thread, we can only close this complaint as resolved once we receive evidence that they have been paid out. Therefore, please send relevant screenshots to veronika.l@casino.guru to confirm the payment. Thank you.
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
We have received confirmation from the casino that the money was successfully sent out. 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,
Veronika
Casino.Guru
