Shuffle Casino - Withdrawal of player's winnings has been delayed.

Hello, everyone. The thing is that I ordered payment from the site on December 4, 2024 6 withdrawals two of them on this day were successfully withdrawn. But the other 4 as I saw that did not arrive on the account were on the verification. Then I wrote to the support service I was told to pass kyc3. I sent the documents where they were successfully completed. Then I asked what about the payment they said that it needs manual verification. In casino online manual verification is already 5 days. Although that casino requirement to pass kyc3 I successfully passed. Then I played and began to lose and the rest of December 6, 2024 decided to withdraw as well. And they are also on the check. I do not understand one thing. Why so long check them if I was required to kyc3 and I passed it successfully. I get the impression that I just do not want to send my money that I won. I don't always win. I've lost at your place. I was just very lucky to win on a bet of 40 dollars in keno with a multiplier of x100. Please help speed up this process because tech support is giving me the same answers. There is no response to what I write to them on e-mail. And I'm worried. Please help me with this issue.

I didn't win big in sports. I just got lucky in the original games. I've been up for 5 days just thinking about them. That's a lot of money to me. I will be very grateful for the promptness and for the responsiveness of casinoguru and shuffle site.

Dear pavelkherson,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear pavelkherson,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Попросили пройти меня дня 4 назад liveness check но ничего не изменилось после того как я ее успешно прошел. А мой вывод все еще по прежнему не обработал и прошло уже 14 дней