Shuffle Casino - El jugador aún no ha recibido las ganancias.

I made several deposits with this bookmaker and was allowed to gamble normally throughout that entire period. When I requested a withdrawal of my funds, I was informed that my account would need to be verified.

I submitted my ID (RG) for review, and it was rejected three times without any plausible justification, since the document is in perfect condition and contains no inconsistencies. I even offered to send another document, but I am unable to do so because my access has been restricted.

Following these rejections, my access to the account was restricted, preventing me from viewing any details or completing the necessary verification. The only feature that remained available was the ability to request withdrawals, as instructed by the platform itself. I submitted two withdrawal requests as instructed, but none of the amounts have been credited to date.

In other words: the operator allowed my deposits and bets as usual, but is now preventing me from verifying my account and, consequently, withholding the payments owed to me.

I am attaching below the supporting documents (screenshots) that document this entire situation: the deposits made, the attempts to verify the document, the rejections received, and the unprocessed withdrawal requests.

I formally request the release of the amounts related to my withdrawals, since I have met all the requirements set by the platform and there is no irregularity on my part.

Realizei diversos depósitos nesta casa de apostas e me foi permitido jogar normalmente durante todo esse período. No momento em que solicitei o saque dos meus valores, fui informado de que seria necessária a verificação da minha conta.

Enviei meu documento de identidade (RG) para análise e o mesmo foi recusado por três vezes, sem que houvesse qualquer justificativa plausível, uma vez que o documento está em perfeitas condições e sem qualquer inconsistência. Até me ofereci para mandar outro documento mas não consigo pois fui restringido.

Após essas recusas, meu acesso à conta foi restringido, impossibilitando-me de visualizar qualquer detalhe ou realizar a verificação necessária. A única função que permaneceu disponível foi a de solicitar saques, conforme orientação da própria plataforma. Realizei dois pedidos de saque conforme instruído, porém nenhum dos valores foi creditado até o momento.

Ou seja: a operadora permitiu meus depósitos e minhas apostas normalmente, mas agora impede a verificação da conta e, consequentemente, retém o pagamento dos valores que me são devidos.

Estou anexando abaixo os comprovantes (prints de tela) que documentam toda essa situação: os depósitos realizados, as tentativas de verificação do documento, as recusas recebidas e os pedidos de saque não processados.

Solicito formalmente a liberação do valor referente aos meus saques, já que cumpri todas as exigências solicitadas pela plataforma e não há qualquer irregularidade da minha parte.

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Dear adelsonliberato,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

In an effort to resolve the situation as collaboratively as possible, I contacted support several times, asking if I could submit an alternative document—my National Driver’s License (CNH)—since my ID card had not been accepted on the three previous attempts. I even offered to take a new photo of the document to speed up the verification process.

However, I am not permitted to resubmit the document. I was informed that I cannot upload any document for verification without prior authorization from the responsible team, which makes it impossible for me to resolve the issue on my own, even though I am willing to cooperate.

Furthermore, I have not received any estimated timeline for the review or resolution of the case. The only response I get is to wait "patiently" for the compliance team to review my account—with no indication of when they will get back to me.

Meanwhile, 2,275 USDT remains on hold, and I am unable to withdraw it, verify my account, or even actively contribute to resolving the issue. The platform prevents me from resolving the issue and, at the same time, shows no initiative of its own to resolve it, keeping my balance held indefinitely.

I reiterate my request: I simply want the amount corresponding to my withdrawal to be released, since I have met—and remain willing to meet—all reasonable requirements requested by the platform.

Na tentativa de resolver a situação da forma mais colaborativa possível, entrei em contato diversas vezes com o suporte, solicitando a possibilidade de enviar um documento alternativo — minha Carteira Nacional de Habilitação (CNH) — já que o RG não foi aceito nas três tentativas anteriores. Me propus, inclusive, a tirar uma nova foto do documento para agilizar o processo de verificação.

No entanto, não me é permitido realizar esse novo envio. Fui informado de que não posso carregar nenhum documento para verificação sem autorização prévia da equipe responsável, o que me deixa impossibilitado de resolver a pendência por conta própria, mesmo estando disposto a colaborar.

Além disso, não recebi nenhum prazo estimado para a análise ou resolução do caso. A única resposta que obtenho é para que eu aguarde, "com tranquilidade", a boa vontade da equipe de conformidade em analisar minha conta — sem qualquer previsão de retorno.

Enquanto isso, permaneço com o valor de 2.275 USDT retido, sem conseguir sacar, verificar minha conta ou sequer contribuir ativamente para a solução do problema. A plataforma impede que eu resolva a pendência e, ao mesmo tempo, não demonstra qualquer iniciativa própria para solucioná-la, mantendo meu saldo retido indefinidamente.

Reforço minha solicitação: desejo apenas a liberação do valor referente ao meu saque, visto que cumpri e continuo disposto a cumprir todas as exigências razoáveis solicitadas pela plataforma.

I’m sorry to hear about your having problems with account verification. Please allow me to ask a few questions to understand the situation.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please confirm the exact amount that you are trying to withdraw?
• Have you accumulated your winnings with or without an active bonus?
• For an independent review, please forward the same documents that you have sent to the casino to jean.s@casino.guru.

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear adelsonliberato,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean