Subject: Shuffle.com refuses to process my $600 withdrawal – 13 weeks of silence

Username: ********

Ticket ID: #1808

Amount: $600 (of which $100 was my deposit)

Wagered: Over $40,000

Issue start date: February 2025

Casino website: https://shuffle.com

Complaint:

I am filing this complaint because Shuffle.com has refused to process my $600 withdrawal for over 13 weeks, despite successfully completing all KYC verification steps, including:

ID upload

Proof of address

Liveness verification

I deposited $100, wagered over $40,000, and played fairly without breaking any terms or triggering any risk flags. The withdrawal has been stuck in "in review" status for months with no clear updates, and all attempts to communicate have failed.

I have:

Chatted with their support over weeks (I have full transcripts)

Emailed their support (no reply)

Been blocked from the live chat without explanation

They continue to delay without justification, while my account is fully verified and in good standing. I have also submitted an official complaint to the Cura?ao Gaming Control Board, and I am now turning to your platform for public help and exposure.

This behavior appears to be intentional delay or bad faith.

What I want:

I demand that Shuffle.com immediately pays out my $600 balance or provides a transparent explanation with a firm resolution date.

I am ready to provide:

Full chat logs

Screenshots of my verified KYC

Proof of wager volume

Email correspondence

Complaint copy sent to the Gaming Authority

Please help ensure they are held accountable.

Thank you for your support.

Dear hornyikprojekt,

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 hornyikprojekt,

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.