Shuffle Casino - Player's withdrawal is delayed due to account accusations.

My step brother got me into sports betting on shuffle and I gave him cash to tip my account. Ever since we've been accused of multi accounting while reaching a brick wall with support. We have offered to facetime with shuffle and provide any necessary documentation. Each of our accounts are KYC verified. I'm not sure what to do at this point.

Dear alexlowery,

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.

• Did your stepbrother deposit money into your casino account using a payment method in his name?
• Did you place bets on casino games or sports?
• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the multiple accounts? 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

Hi Dominika, thank you for being of assistance.

The answers to the following questions are as followed:

Did your stepbrother deposit money into your casino account using a payment method in his name?

A: He tipped my account directly from his, using USDC.

Did you place bets on casino games or sports?

A: Yes I did, on league of legends and actually lost more money because I got bored while not being allowed to withdrawal.

Have you made any successful withdrawals before? 

A: No, immediately was disabled and asked for KYC, and after KYC it remained disabled.

Did you accumulate your winnings with or without an active bonus?

A: No Bonuses.

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I have screenshots of emails. Any chatlogs I had on the site I cannot get them due to my account being suspended.

Screenshots:

After this my brother contacted on live chat and was told that he could not be assisted with inquiries outside of his own account. Any further emails are not replied to. I am Stefan-Alex and my brother is just Alex.

I have been honest with support and mentioned that real information was only entered when asked for KYC (This is a crypto casino and usually it's all anonymous). I have apologized for this on live chat and ever since I've been repeatedly told that if I give an honest timeframe of events I can retrieve my funds. I should of just lied in order to be assisted.

Dear alexlowery, thank you for the information provided. Please allow me to ask you a few more questions.

• Did your brother deposit money into your casino account using his payment method? Or did he transfer money from his casino account to yours?
• Is there any balance left in your casino account?

Did your brother deposit money into your casino account using his payment method? Or did he transfer money from his casino account to yours?

A: He transferred money from his account to mine through tipping.

Is there any balance left in your casino account?

A: Yes, around $1,700

Thank you very much, alexlowery, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you alexlowery for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Shuffle Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi there. This is a sports betting matter and I don't believe casino guru typically involves themselves in such matters.

Can you please clarify, Peter?

Thank you for the update Shuffle Casino representative. We don't involve ourselves if the reason for the closure of an account or confiscation of funds is sports betting related however in this case there seems to be an issue with the tipping so we would like to continue investigating this case. Thank you for your understanding!

This case is a sports case. The original account was flagged and disabled for behaviours against Sports Terms of Service and then proceeded to tip to the second account and continue wagering sports in the same manner.

This flagged an antifraud investigation at which point it became apparent that duplicate KYC was being use.

My brothers account was never disabled and it still stands while being allowed to bet. This is completely wrong. I've even been told by support to keep using my "original account" which is my brother's. Additionally, what is "duplicate kyc?"

Thank you for the clarification Shuffle Casino representative but we would still like to investigate the case and I would like to ask you if you could provide me with the evidence of duplicate KYC use. You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

The original KYC1 supplied was Alex Lowery for both accounts. The deposits into the first account all came from same address and were tipped into a second account after the first one had sports betting removed. We have no evidence of a second user actually depositing funds. We are able to refund the balance of the second account but it is against our Terms of Service.

I acquired screen shots from my brother on bets that were placed after I was tipped. Additionally, he just tried to make a bet now for screen shot purposes and the only time he was suspended was after this complaint was made as he is not able to make a sports bet now.

I've already repeatedly stated that I am not the most familiar with crypto so it was easier to give my brother money. I feel as if that should be relatively normal for friends and family. It started as an in the moment situation where we were together, he was winning all this money, and I was convinced to give it a try as we both watch the games together a lot of the time.

Dear alexlowery, unfortunately, when you're given funds for the explicit purpose of placing bets it is considered collusion as the funds you use in the casino should come from your own earned money only. This rule is implemented in most casinos in the industry so I advise against such behaviour in the future as it can lead to similar situations in the future. I understand your frustration but there isn't much that can be done in this situation as it is clear you have been given funds from a third party. I would recommend accepting the deposit refund for the second account as that is the best you can get here. I'm sorry I can't be of more help on this occasion.

I am very confused, why is tipping another account a feature on the website if it is against the rules? My brother never deposited with money I gave him, he already had the money from winning and tipped me first with me paying him back.

Either way I would accept the deposit refund, though I am not sure how to go about that.

Dear alexlowery, I apologize for the confusion, I misunderstood the tipping system and thought it was a feature of the crypto wallet, not the casino.

Dear Shuffle Casino representative, would it be possible to provide any evidence of the duplicate KYC? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Hi Casino.Guru,

If an account has been flagged for breaking our terms of service, and another account is created with the balance of the first account being tipped to it, without any further deposits, it is logical to treat the second account as an extension of the first.

The original KYCs provided for both accounts were identical, which flagged our system. As the lifetime deposits exceed the withdrawals for these accounts, we will re-enable withdrawals on the second account and request that the funds be withdrawn to the address used for the last deposit on the first account, in order to comply with our coin mixing obligations.

Thank you for the update Shuffle Casino representative.

Dear alexlowery, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you Peter,

Currently my account is suspended and I am unable to login to make the withdrawal.

Posting an update, I have been able to login, but withdrawals are still disabled. I am blocked from chat to inquire.

Thank you for the update alexlowery.

Dear Shuffle Casino representative, can you update us on the situation and let us know if the withdrawal will be made available or if there has been any change in your stance on the matter? Thank you in advance!

This player is yet to request a withdrawal.

Once he does, I can see no reason why it wouldn't go through.

I was given an error that withdrawals are on hold and to contact support. Only after you replied to this was that error lifted and I was able to withdraw successfully.

Thank you Peter and thank you to casino guru as a whole for being a resource in events like this. I would of been screwed otherwise. The fact that this is a free service is a blessing.

As for Shuffle Casino, I appreciate being able to withdraw, however waiting until the last hours of the 7 day time to respond repeatedly is disgusting. Especially given how stressful this situation has been for me during this entire timeframe with these events taking place back in July. Additionally, I've been repeatedly told by your support that Shuffle values honesty yet Shuffle continue by lying about my brother being restricted from bets, nothing being wrong with my withdrawal, etc.

I have yet to decide if I want to leave a Trustpilot review or continue onwards but this is the end of my complaint and once again thank you to Casino Guru.

Dear alexlowery,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter