The customer service called for identity verification multiple times, but after passing, they drove away the user on the grounds of manual review. Withdrawals have been pending for 13 days without any results

Dear sdwq6584,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

KYC verification has been completed, but the website does not allow withdrawals

Thank you for your reply, sdwq6584. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

Thank you.

1：First withdrawal successful

2：I didn't do any activity fund tasks

3：I haven't sent any emails

In one of your previous messages, you mentioned that the website doesn't allow withdrawals. Could you please describe this issue in more detail? Are all payment methods missing? Or has your withdrawal request been pending for some time?

The fund withdrawal review has been 23 days and identity verification has been provided as required. The website customer service always says that a professional team needs to review it

Thank you very much, sdwq6584, 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 sdwq6584,

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

Hi there

This user's funds were successfully withdrawn on 29 September. Kindly reconfirm with the user as their claim appears to be unsubstantiated.

Thanks.

Dear sdwq6584,

Could you please confirm, if you have received the mentioned withdrawal?

Thank you.

Dear sdwq6584 ,

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.

Dear sdwq6584,

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.