Shuffle Casino - Player’s withdrawal request is delayed.

I won $500 at this casino, and they asked me to go through verification, I uploaded all the documents a week ago, but I haven't heard from them. The casino ignores me and does not want to withdraw my money. I think they won't pay me my money.

Dear ilya998,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account accessible to you? Can you log in?
• Could you please share a screenshot of the verification status of your profile if possible?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Dear ilya998,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I can log into my account, but they don't withdraw my money. It's been 2 weeks since I sent them my documents. I didn't use any bonuses, I only bet on real money.

Dear ilya998,

Could you please share the document you provided for the proof of address?

Send it to my email at tomas@casino.guru

Dear ilya998,

Have you contacted casino support after your proof of address was rejected?

Were you asked to provide any other document proving your address? https://help.shuffle.com/en/articles/6918878-account-verification

Here are some of the most common examples we accept for Proof of Address documentation:

Bank statements

Utility bill for gas, electricity, water, internet, etc.

Letters from a recognized public authority or public servant/any government-issued correspondence

Current lease agreement with signatures of the landlord and the tenant

Credit card statements

Employer’s certificate for proof of residence

House purchase deed

Dear ilya998,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.