Withdraw of 877.97 USDC initiated 16 days ago. Required complete KYC and liveness check - all done. After that sent to compliance team and still no answer. Predatory and unacceptable behaviour. Cant wait to hear now how it is "normal" to keep someones funds for 16 days ??

Other details - joined casino 16.04.2025. Deposited around 7700 EUR to Shuffle casino. Other than this withdraw I have around 3-4k EUR in shuffle token, so in total im in negative. Played combination of casino and sports betting.

Dear mate1950,

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.

• Have you made any successful withdrawals before?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi Kristina,

First let me apologize for small mistake. The amount disputed is 999 USDC which is about 878 EUR. I made this mistake because my preferences on Shuffle are set to show countervalue in EUR.

• I made one successfull 30 EUR withdrawal day before initiating this bigger withdraw
• I will provide screenshoot of withdraw history at the end of this message. Status is shown as "In review"
• I didnt use any "active" bonuses like deposit bonus and similar. The only bonuses I got are daily/weekly VIP reloads, which are settled as cash value not bonus money.

Complete withdraw history:

Complete deposit history:

Thank you very much for your reply, mate1950. Have you recently contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello,

First converstaion about withdrawal:

Shuffle: How can we help today? Missing deposit or withdrawal?

User: My withdrawal is missing.

Shuffle: Please provide the withdrawal address and the transaction ID provided by Shuffle.

User: Hi when will u release my funds? I made withdrawal still nothing... I deposit thousands and thousands now when I need to withdraw some because of emergency nothing!!

Shuffle: The team will get back to you on this. Our usual reply time is under 2 minutes.

Naomi ? 3w ago: As part of our ongoing compliance efforts, and to ensure the security of your account, we are requesting you to complete a Proof of Address verification. Once established, we won't ask for this information again. Please fill out your verification out here - shuffle.com/settings/verify. You can find more details in section four of our Terms & Conditions here. If you need guidance on what documents you can upload, head to this link. Please let us know if you have any questions. Regards, Shuffle Team

User: Ok thx... I will do this asap

User: done

User: level 3 verified!

Jonah ? 3w ago: As part of our ongoing compliance efforts, and to ensure the security of your account, we are requesting you to complete a liveness check. Once established, we won't ask for this information again. Please fill out your verification out here - https://shuffle.com/settings/verify. You can find more details in section four of our Terms & Conditions here.

User: done!

Claire ? 3w ago: Thank you, our compliance team will manually review your submission once they are available

User: hurry up pleaes

User: there wasnt a review process when I was depositing

User: any updates?

Claire ? 3w ago: Your message has been forwarded to our compliance team for review. We’ll get back to you as soon as we have an update. Thanks for your patience.

May 12

User: Hi do u have any news about my withdraw?

Nancy ? 2w ago: This is still pending manual review and we have received no updates from the compliance team at this time.

User: Ok thanks

User: Estimated time?

Nancy ? 2w ago: Unfortunately, we are not able to provide any estimate.

Second conversation:

Shuffle: How can we help today? Account Issue. Deposit/Withdrawal Issue.

User: My withdrawal is missing.

Shuffle: Please provide the withdrawal address and the transaction ID provided by Shuffle.

User: Any news with checking my account with compliance team? Its been 5 days already. This is WAY TOO MUCH. I will need to file complaint if this doesnt get resolved soon.

Shuffle: The team will get back to you on this. Our usual reply time is under 2 minutes.

Sofia ? 2w ago: Your documents are under manual review. We will reach out when this is completed. If we need more information, we will also request it at that time.

And also 1 more conversation where I ask the same and get automatic generic reply that it is under review.

So it is obvious from those conversations that shuffle team is intentionally avoiding any communication with me.

EDIT:

Newest conversation:

Shuffle: Please tell us your query. Our team will get back to you as soon as possible!

User: Hello, when do you plan to update me on my case of verification for withdrawal? You are prolonging this process for 3 weeks and ignoring me at the same. Complaint on CASINOGURU has been opened.

Nancy ? Just now: We understand the wait has been frustrating, and we're sorry for long waiting time. Our Compliance team is still reviewing your latest submission, and we’ll notify you immediately once there’s an update or any change to your account status. Thank you for your continued patience and understanding.

Thank you very much, mate1950, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) 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 mate1950,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Shuffle Casino representative to join this conversation.

Dear Shuffle Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Adding new reply from shuffle live chat:

Shuffle: How can we help today?

Shuffle: Account Query

Shuffle: Deposit/Withdrawal Issue

User: My withdrawal is missing

Shuffle: Please provide the withdrawal address and the transaction ID provided by Shuffle.

User: Any news about my withdrawal that is stuck for 36 days? Why am I being ignored?

Shuffle: The team will get back to you on this. Our usual reply time is under 2 minutes.

User: There is a complaint open on CasinoGuru where you guys refuse to answer as well

Daniel: Hello masoool, as part of our ongoing compliance efforts, and to ensure the security of your account, we are requesting you to complete a Proof of Funds Verification. Once established, we won't ask for this information again. You can find more details in section four of our Terms & Conditions here.

Daniel: Verify your account here - https://in.sumsub.com/websdk/p/ji4umUq3eI******

Daniel: Let us know if you have any questions.

What I dont like in this approach is that I need to ask by myself what is the status instead of getting approached by the Shuffle team. Completely unnaceptable. Its been 36 days so far btw.

I guess you can close the complaint, I got my money. I hope I wont have any trouble like this in future (36 days of waiting). Obviously their tactic is trying to exhaust the customer hoping they cannot do the whole KYC process or just give up.

Dear mate1950,

We're glad to hear that your issue has been resolved. We'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/www.kpvfaw.com. 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,

Mirka Dubasova

www.kpvfaw.com