Shuffle Casino - Player's withdrawal is delayed.

I have been waiting for 2,5 months for my withdrawal and when I contact them they say "Hi there, The compliance team is currently reviewing your verification submission. Once this is complete we will reach out to you."

And this is only the times they respond, if I answer the message the stop responding. This is just a weird way to treat their customers and the casino seems shady.

Dear kahsayluwam7,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustration you are facing with your withdrawal request. I understand how this situation can feel unsettling, especially with the lack of clear communication.

To better understand the details of your case and help us investigate further, could you please provide the following information?

• Could you confirm the exact date when you initially requested the withdrawal?
• Have you submitted all the requested documents for verification, and if so, could you provide a list of the documents you’ve submitted?
• Have you received any confirmation or update from the casino regarding your verification status apart from the generic responses from the compliance team?
• Can you share any additional communication you have had with the casino, such as email threads or chat transcripts, including any responses where they mentioned the status of your request?

Please forward any relevant documentation or correspondence you’ve had with the casino to petronela.k@casino.guru to help us better assess the situation and communicate more effectively with the casino on your behalf.

Your cooperation is critical for us to proceed with this case and resolve the issue. Without the requested details and your input, we may not be able to move forward or advocate for a solution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!