Shuffle Casino - Player's withdrawal is delayed.

Hi it has now been 14 days since shuffle has refused to withdraw my money . Passed all the kyc verification but there go to excuse is they're manually reviewing my documents when my documents were instantly approved and accepted the moment they asked for them. ( in cashier it even says level 3 verified ) and always have been saying more or less the same reasoning for the last 14 days when i've gone to live support to ask when my withdrawals will be paid out . Signed up febuary 5th have made 16 deposits and 7 withdrawals with zero issues until feb14th . I'am able to play freely on the site up until now / today . havn't used any bonuses to achieve my balance . This is the most recent message to support on feb 27 and there response . Included all screenshots with interaction with support leading up to today . Have all screenshots of all my deposits , withdrawals, proof my account says verified via cashier , all my bets ever placed on here if need those as well .

Thank you

February 27

My withdrawls are still pending this is very unusual can you please expedite my eth withdrawls?

Mark • 23h ago

Hi there,

Please allow some time for our KYC compliance team to manually review the documents you have submitted. While we cannot provide an exact estimate for when this process will be completed, we will reach out to you once it is finished or if we require any additional information.

Dear Ryann514,

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.

When did you submit the documents for verification?

Could you please provide screenshots of the withdrawal requests and confirm if the disputed amount is correct?

Could you clarify if there have been any specific requests from the casino for additional documentation or information since your verification?

Could you confirm that the reason for the delay is solely due to manual KYC review?

Since you’ve made multiple deposits and withdrawals previously without issue, can you confirm whether the amount you’re trying to withdraw now is larger than previous withdrawals?

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

submitted my documents on the 14th of feb and they were approved instant for level 3 .

screenshots included

No additional request from the casino or additional information required . They keep saying under manual review. Iam able to play normally if wanted to / account not frozen can still play casino , sports bet if wanted to.

yes can confirm reason for delay is solely for manual review .... but my kyc has been approved so no clue why they keep saying manual review.

my withdraw is similiar to other withdrawals will include those in the screenshots . Have one more page of deposits if need to see . But it only allows me to upload 5 images

Thank you

Just to update it's now been 17 days since my withdrawal has been initiated and my withdraw still says under review despite being able to play on the site freely and being fully kyc . When ask support the response is still the same ( Unfortunately, this is still pending manual review and we have received no updates from the compliance team at this time.) Will casino guru downgrade shuffles safety score ? I don't believe the high safety score reflects this sites behaviour and players should be warned before opting to sign up to this site.

Thank you

Dear Ryann514, 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 take KYC lightly and it might take a few working days to complete this thorough process.

Have you received any updates from the casino regarding the review?

Have there been any specific requests from the casino for additional documentation or information?

Hi but i sent you the screenshot showing they accepted my kyc documents the same day they asked?which was on febuary 14. This manual review of kyc documents is a stall tactic that i notice they do to most people . if you google shuffle and manual verification that is there go to excuse when stalling/ not paying people out . Even on your forums you have seen this excuse used for many if not all cases for not paying people out in a timely manner. Understandable it takes time for casinos to kyc people but mine were accepted instantly and it's now been 20 days. Doesn't take 20 days to do a kyc on any online casino platform anywhere. All the large online casino sites actually kyc you within hours from my experience. Have received no updates from the casino they still after 20 days continue to let me play on the site if i choose to play . No requests from the casino for additional info . last i heard from them was on march 3 saying Unfortunately, this is still pending manual review and we have received no updates from the compliance team at this time. which has been the same excuse for 20 days now. Will again include the screenshot for you showing in the cashier iam fully KYC and the last response received from support and also showing you that i'am able to play if i choose to .

Thank you

Thank you very much, Ryann514, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear Ryann514, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply. In the meantime, could you please specify the disputed amount for your complaint and the correct currency? From the screenshots you shared, I can see that your account is in ETH, but you deposited and withdrew in different cryptocurrencies.

Dear Shuffle Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can Ryann514 expect their account to be verified?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hi since the price of ethereum has gone down significantly since then it's now worth 7500 the cashout . Yes i always deposited in crypto but this particular case it was in ethereum .

Would like to reiterate as of today i can still play on shuffle casino with no restrictions / but my withdrawals aren't being processed despite being fully kyc . Has now been 27 days since i initiated my withdrawals.

Thank you

Shuffle paid me out fully today ! i consider this matter closed. Thanks to everyone at casino - guru for there time and helping in this matter . Have a great day !

Dear Ryann514,

Thank you for the updates! We're glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru