i had withdrawn $500 on march 16 on the solana blockchain after winning sport bettings and then its been almost a week since they said they have to manually fcheck my KYC however all my KYC went thru with no issues, I even had to submit a bank statement which is valid and verified. They wont give me an estimate time for the withdrawal.

this is what they said 2 days ago: "Unfortunately, we can't provide an ETA as we do not have oversight of the Compliance team's workload. We will reach out to you once review is concluded or if any additional information is required."

 heres a screenshot, if anyone can help me it would be amazing, I am in the maldives right now for vacation and cant be on my laptop for long

The support is not helping at all, its been A WEEK

their response:

Nate

? 1m ago

Please allow some time for our KYC compliance team to manually review the documents you have submitted. While we cannot

Our Compliance team is scheduled to review your account and documents you have provided manually. We will message you once we have an update or if any additional information or documents are required.

 i had withdrawn $500 on march 16 on the solana blockchain after winning sport bettings and then its been almost a week since they said they have to manually fcheck my KYC however all my KYC went thru with no issues, I even had to submit a bank statement which is valid and verified. They wont give me an estimate time for the withdrawal.

this is what they sadi 2 days ago: "Unfortunately, we can't provide an ETA as we do not have oversight of the Compliance team's workload. We will reach out to you once review is concluded or if any additional information is required."

I need help asap

i am @harm on shuffle.com

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Dear harm187,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please explain whether you had your player's activity from your home country or abroad?

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

1) I have made successful withdrawals before

2) It’s not from a bonus, it was a $400 deposit I did

3) I am on vacation in the Maldives, however all the KYC information I submit is valid and Ive also submit a bank statement which went throught

note: the price of solana is crashing and my $500 withdrawal is now less than what it was. It’s been 2-3 weeks and I still have no funds. Shuffle has no reason to be keeping my funds from me withdrawing it.

They have no reason to keep my withdrawals in "review" for over 2 weeks. This is bad customer service. I texted live support multiple times and got no response at all. This should be illegal.

They did not tell me WHY I cannot withdraw either. If my KYC is fine and gone through, why would they still hold my funds and not reply to me in live support tickets whilst the crypto market is crashing?

This service should not be 8/10, it should be 2/10 if they cannot provide the bare minimum support to customers and players.

Thanks for your replies and the explanation.

• Has the casino approved and processed your payout since your last post?
• If the issue persists, could you please share your communication with the casino regarding the issue?
• Send screenshots, emails, or chat transcripts relevant to the case to my email at [email protected]

Dear harm187,

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.

I'll be emailing them to you once I'm home at my pc, I'm on vacation as of now, give me a couple of hours or so

tried resetting my password and now it says I'm suspended

nice now I don't think I can even get my withdrawal

I dont even have an email on why I got suspended

Thank you very much, harm187, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.

Hi harm187,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Shuffle Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

We've sent you an email with the relevant information regarding this case, thank you.

Thank you, Shuffle Casino team, for your email and info.

Dear harm187,

The evidence from the casino suggests that your issue is sports betting-related and that you have more than one account in the casino. If this is the case, I'm afraid I won't be able to help you.

Dear harm187,

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,
Peter
www.kpvfaw.com