Hello, I hope you will intervene to solve my problem with the betting site www.shuffle.com

After opening an account on this casino, everything was fine, and today after requesting a withdrawal, they asked me for a document to confirm my address, which I did and my account was verified normally, but I did not receive my winnings.

I hope you will intervene to solve this problem

Thank you

Dear Nani25019,

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,

Kristina

The casino does not want to answer any inquiries and the live support has not responded for 3 days and I contacted them via email without any response from them.

Thank you for your reply, Nani25019. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Ok no problem I'll wait

Please I want a convincing answer. I have completed all the verification processes for my account and I have not received any response.

Thank you for your reply, Nani25019. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have not 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?

Thank you.

I was withdrawing my profits normally and quickly, as I was receiving my money in less than two minutes.

I withdrew $500 but the process took a long time despite completing all the account verification and KYC processes.

I have not played or collected any bonus.

Thank you very much for your reply, Nani25019. Have you tried contacting 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, today I received my withdrawals. The case can be considered resolved. Thank you.

Dear Nani25019,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com