I have Requested a withdrawal on March 26th 2025, and have contacted support multiple times, they asked for level 3 verification which I sent over and was approved. I'm still able to Bet on my account but they haven't sent me my withdrawal it still says in review after a whole month! Please help with this thank you.

Dear kay471,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you were in contact with casino support, and what did you discuss?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello thank you for your help, I’ve posted screenshots of the conversations. No bonus was used and I played mostly blackjack and craps everything was going great until I decided to withdrawal . As you can see in the screenshots they told me someone would get back to me but that was over 3 weeks ago , every time I contact them they tell me to wait longer and longer with no end in sight. Please help thanks.

Thank you very much, kay471, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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.

Hello kay471,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Shuffle Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which kay471 can expect his withdrawal to be processed? Alternatively, is there a different issue with the payment?

Hi Martin,

We've gotten back to you via email regarding this player's account and their ongoing review, thank you.

Dear parties,

I apologize for the late reply. I would like to confirm we have received an email from the casino, mentioning ongoing reviews.

Dear casino representative,

can you please give us an update on the proceedings?

Hi Martin, have sent you an email updating you.

Dear casino representative,

thank you for your continued involvement. I sent you a follow-up email.

Hi Martin, apologies for the delayed response, have just reached out to you regarding this case.

Dear casino representative,

thank you for your response and continued involvement in the case. Please get back to us with the update on the current proceedings, either in this thread or through mail.

Dear kay471,

I would like to confirm that the mediation process is still ongoing. I will update the thread when I have any important news to share. Thank you for being patient.

Dear kay471,

I’ve been informed that the casino would like to carry out some additional verification checks. These procedures are a standard in the online casinos, so I kindly ask for your cooperation in completing the requested verifications.

Dear kay471,

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.

Hello Martin, yes what do they need?

Hello kay471,

I believe the casino had tried to get in contact with you. They would like for you to undergo an additional verification call.

Dear kay471,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
www.kpvfaw.com