What Exactly are Black Points?

I'm new to casino complaints. I recently just submitted a complaint against Shuffle.com and am fully committed to seeing it to the end. I however have very little faith that the company will respond to the complaint after giving them the time. I won approximately $300,000. Shortly after the win I withdrew $110,000 in XRP. The withdraw was refused, credited back to my overall balance and then the balance was then reduced to $0.02. I was then suspended from further play and sent an email from their customer support team stating that they wish to refuse me service. The email says to contact them regarding withdraw processes, but they have not responded at all on whether or not I would be receiving the withdraw in any of my inquiries. I am understanding that most casinos ban players who win big and don't follow through on their withdraws. I feel like that by the end of my complaint, the casino will have continued to remain silent and refuse the withdraw. What merit would these black points do to the casino?

I believe that it is way too early to know how your complaint will unfold and if the casino will communicate with our team. We always hope casinos get in touch with us so we can investigate every issue properly.

By the way, have they informed you that all this is because you are from the USA? Do I understand that correctly?

Also, if a casino doesn't reply to a complaint, the complaint gets unresolved, and black points are given to the casino, which negatively affects the safety index on our site, and it goes down.

No, they haven’t disclosed why they did what they did. I have been given the opportunity to prove level 2 verification once, but I am unsure if it wasn’t submitting due to account closure or not. It all happened very fast. I just know that there might be confusion on my nationality. I am American, but I live in Bahrain and have official government documentation stating so including a living address. I appreciate the explanation on black points. It clarifies things knowing it’s something that is featured on this website.

Then we need to wait to learn more from the casino.