Shuffle Casino - Player's withdrawal is delayed.

Good day.

I requested a withdrawal of 270 usdt. The withdrawal was requested on September 8. I was asked to pass KYC.

I provided all the documents that were asked of me, but 30 days have passed and nothing is happening. I contacted support several times, but they only tell me to wait.

But no one specifies how much longer to wait.

I ask Casino Guru to help me with this issue.

Dear Rikki,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

1: I haven't made a withdrawal yet.

2: The KYC check hasn't been completed yet, that's why I contacted you. It's been 30 days already, I have the impression that they are deliberately dragging out time.

3: The winnings were without a bonus.

Screenshot of the verification process.

There is one thing I don't understand. What can be checked for 30 days? And it is unknown how long this check will last. Please help me with this question.

Dear Rikki, have you heard back from the casino about the verification?

The screenshot you sent indicates that your proof of address verification failed.

Hello Dominica! No, there is no response from the casino.

Thank you very much, Rikki, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello. Waiting for your answer.

Hello Rikki,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just to check, have you uploaded an address verification document (usually it is a utility bill in your name and the address details)? If so, which one? I will contact the casino to shed more light on this matter.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

Could you please clarify the reasons for the delay in the player's verification? What documents are still required from the player to pass the verification process?

Hi Michal, Yes I have uploaded a bank statement that confirms my address.

I also asked the support service, did you receive my document? They answered that they did. I asked how long the verification would take. The answer was: We will inform you. A lot of time has passed and no one has reported anything.

I took screenshots of the correspondence with support, as I felt that it would be useful.

This player has completed their verification and it was accepted today.

Note that this is a sports-matter, the user has no recorded casino activity. We have restricted this player from withdrawing as they are undertaking abusive behaviour in relation to sports betting.

We consider this matter does not relate to CasinoGuru's remit.

Dear Shuffle Casino, I'm sorry, but what does this mean, player is behaving offensively?

Dear Shuffle Casino,

Although you are right that we are not taking care of sports betting-related complaints, I would appreciate it if you could share a bit more details about this matter with me. If sharing this information publicly is not feasible, please feel free to send it to me through our private communication channels, as we are already in contact.

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.