Shuffle Casino - Player’s withdrawal is delayed due to KYC.

Hello,

On August 7th I requested withdrawal of 521.58 usdt. Before they proceed withdrawal, they asked to pass KYC. I have provided all requested documents, but they state they are still checking them. They do not provide time frames, nothing. It is way too long for KYC verification and they are not providing me any details.

Dear oleje0353,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time you were in contact with casino support and what did you discuss?

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,

Tomas

Hi, thanks for your response. I have provided my ID anf utility bill for proof of address. I completely agree with KYC and willing to provide all required documents. Provided both documents first day they asked me - for ID they asked on 7th of August and for utility bill about two weeks after. I chat with them every one/two days in their live chat, but their response is always the same: compliance team still reviewing your documents, unfortunately we cant provide time frames.

Thank you very much, oleje0353, 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.  

Hi oleje0353,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Shuffle Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's KYC review? When they can expect it to be finished?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi there

Can this user please provide the email associated with their account? I am not seeing any accounts with the username 'oleje0353'.

Once we get this, I'd be happy to look into this.

Thanks.

Thank you.

This is a player of ours however, this is a sports betting case.

In fact, this player has recorded no activity on our site playing casino games.

Kindly close this case as we understand this to be outside Casino Guru's remit.

Thank you.

This is KYC issue case, my money are stuck because you fail to verify my sent documents for one month now, isnt that?

Dear Shuffle Casino, we distinguish between purely sports betting issues and verification problems. You are correct, we do not have a special brunch dealing with solely sports betting cases, however, in this particular complaint we talk about KYC, therefore, we want to help the player. I'd appreciate it if you could provide more information or clarifications about it. If there's any related evidence, you can send it to my email at natalia.b@casino.guru

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.

Contacted them again today. This time they asked asked for liveness check, I performed it and my withdrawal was finally approved. We can close this case.

Thanks for your help. I am sure they would have delayed my KYC review without your intervention.

Dear oleje0353,

Thank you for the updates. We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. 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