Please understand that I am using a translator because my English is not good. I requested a withdrawal on May 30, 2025, but it did not come through for a long time, so I contacted the live support on the website and they told me to do KYC 2-step authentication. Since I initially used Shuffle without 2-step authentication, I completed 2-step authentication as requested by the website, and the website indicated that it was successfully and automatically recognized. Then I contacted them again and they said they would review it and get back to me, but I kept getting no reply, so I contacted them by email and they just mechanically replied with the same answer.

Later, when I contacted them by email, they ignored my questions. Also, the live chat only kept sending macro replies telling me to contact them by email, and when I asked a question, the website intentionally changed the status of the employee from online to offline to avoid answering. And 6 days have passed since that day, and I also requested a withdrawal of other cryptos that I have in smaller amounts, but they are still under review. I asked Shuffle what they wanted because they didn't allow me to withdraw my funds even though I did KYC 2nd authentication for withdrawal, but they only gave me an absurd answer that didn't fit the situation, telling me to contact them by email. I think this is the decisive evidence that they are ignoring me. They ignored my request to actively cooperate with what was needed to receive my withdrawal. I hope this issue is resolved well.

Dear twilight1,

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 twilight1,

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.

I think there is an automatic translation function, so I will write it comfortably without a translator. I have not received the withdrawal yet.

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Dear twilight1, 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 specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

I have previously made successful withdrawals and used bonuses, I have received all the ones offered to me within the shuffle, for example daily paybacks, loss paybacks, etc.

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Dear twilight1, could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Sent to your email address

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Thank you very much, twilight1, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([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 twilight1,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Shuffle Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi twilight, please head to the verification page on Shuffle, our team requested you complete additional verification, which you haven't done so at this time.

Dear twilight1,

Once you submit everything, please let me know..

Thank you

Dear twilight1,

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.