Dear Casino Guru Team,

I would like to file a complaint against Shuffle due to an issue with my withdrawal.

Situation Description:

? On January 8, 2025, I requested a withdrawal of $844 to my account.

? I have successfully completed all required KYC verification procedures, and my documents were approved.

? Almost a month has passed, but the casino has not processed my withdrawal and has not responded to my inquiries.

Actions Taken:

? I have contacted the casino’s support multiple times, but either received no response or only generic replies.

? All my documents have been submitted and verified, and there have been no additional requests for verification.

? My balance remains in the casino, but the withdrawal is still not processed.

Request for Assistance:

Please help me resolve this issue. The casino is delaying my payment without providing any explanation, and I am unsure what steps to take next.

I am ready to provide screenshots of my withdrawal request, KYC approval, and all communication with the casino’s support team if necessary.

I appreciate your assistance in resolving this matter.

Best regards,

Vladislav

Dear vladvl,

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 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?

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

Best regards,

Kristina

Dear Kristina,

Thank you for your prompt response. Please find my answers below:

1. Have you made any successful withdrawals before?

? Yes, you can see this in the attached screenshot.

2. Could you please advise us on the current status of your withdrawal request?

? It is currently marked as "In Review."

3. Did you accumulate your winnings with or without an active bonus?

? The winnings were accumulated without any active bonus.

I appreciate your help and look forward to resolving this issue as soon as possible.

Best regards,

vladvl

-

Thank you very much for your reply, vladvl. 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.

Yes sure

i sent to your email also

Thank you very much, vladvl, 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 vladvl,

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 Mirka

We're still waiting for the user to upload their KYC information. As stated in our Terms of Service, we reserve the right to request this at any time. Please note that we have integrity concerns regarding this account, which is why KYC verification is required.

I trust you understand.

Dear vladvl,

Could you please confirm, if you have been able to submit all recently requested verification documents?

Thank you.

Hello i already sent them

Dear vladvl,

Have you received any update from the casino regarding your verification progress?

Have you by chance opened more than one player accounts in this casino, or is there someone from your family, or household, who opened an account in this casino?

Thank you for your replies.

Dear Mirka,

Thank you for reaching out.

Yes, I live with my friend in the same household, and we share the same internet connection and IP address. However, we each have our own separate accounts and play independently. We have never used each other’s accounts, and all gameplay activities are conducted individually.

Please let me know if any additional verification is required to confirm this. I appreciate your assistance in resolving this matter. And still no response about my verification

Best regards,

Vladvl

Dear vladvl,

Thank you for the clarification. Have you been able to pass KYC by now?

still nothing

Dear vladvl,

Can you please send me the rejected proof of address to [email protected] for review?

Thank you.

i sent to your mail

Dear Shuffle Casino,

Could you please clarify, if there are any requirements regarding a proof of address, which the player failed to meet, since it has been rejected?

Thank you.

Hi Mirka - I have just emailed you.

We consider this matter closed.

Dear vladvl,

I am waiting for clarification from the casino outside of this thread. I will inform you, if there are any updates.

ok i am waiting

Dear vladvl,

I am still in communication with the casino outside of this thread.

Thank you for your patience.

Dear vladvl,

I'm still awaiting casino's response, since the casino representative is currently out of office.

Thank you for your patience.

Hi Mirka, we've sent you an email regarding this case. Our provider is still working to investigate this user's account.

Dear Shuffle Casino,

Would you be able to provide a specific timeframe, in which the provider's results of investigation will be available?

Thank you.

Hi Mirka, we've updated you over email, thank you!

Dear Shuffle Casino,

I have sent you an email and am waiting for further clarification.

Thank you for your cooperation.

Hi Mirka, we've sent you an update!

Dear vladvl,

You previously mentioned, that your friend, you live with also has an account in this casino. Is there any way, that you both used the same device to access your accounts?

Also, is there anyone else, that could have played in this casino in your house?

Thank you for your confirmations.

Dear vladvl,

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 Mirika,

Yes, we live together and share one computer at home, as well as the same internet connection. We split rent and expenses equally.

However, we each have separate user profiles on the computer, and we only access our own casino accounts through our individual profiles.

Please let me know if you need any further clarification.

Best regards,

vladvl

Thank you for your response, vladvl.

I truly understand how frustrating this situation must be for you, and I apologize for any disappointment this may cause. Unfortunately, we are unable to proceed with your complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts.

Please note that it is very important not to share your device with others when accessing online casino accounts, as this can lead to complications and serious violations of casino terms in online casinos generally. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.