I had requested a withdrawal from Shuffle.com for 2070$ CAD or 9.58 Solana to a valid solana address on may 16. It said the status was in review on may 16 so I contacted support and they said that I needed to complete Identity verification which I did instantly. It has been 2 weeks and I cannot get a single response from support through their support chat or email. It says that my identity is verified on the website. I have been trying to ask if I need to provide any more verification but no response. I have not received any emails or anything in response.

Dear Tuertle, 

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

• Have you made any successful withdrawals before?  
• Could you please share the screenshot of your withdrawal request?
• Is your withdrawal method the same as you used for deposits?
• Could you please specify what documents the casino asked you to provide for KYC? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have made successful withdrawals with USDC (solana) before. The wallet that I have requested a withdrawal to has previously gotten a withdrawal from Shuffle (May 13). The deposit address was not the same as the withdrawal address however but I have previously used that same deposit address to deposit and withdraw to the current withdrawal address.

They wanted Identity verification and I used my drivers license and I have not accumulated the winning with an active bonus.

I

Thank you very much for your reply, Tuertle. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

and now whenever I try to ask support

they never give a response.

Thank you very much, Tuertle, for your cooperation. 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.

Hello there,

Thank you Tuertle for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Shuffle Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Peter, we've sent you an update over email.

Thank you for providing me with the information Shuffle Casino representative. I have responded to your email, and I await your reply!

Dear Tuertle, I will keep you updated about any new developments. Thank you for your patience during this time!