Shuffle Casino - El jugador enfrenta un retraso prolongado en el retiro.

Hello,

since July last year Shuffle has been keeping my money hostage. In fact my withdrawal of 3676 USDC and 0.41 ETH is still IN REVIEW after half of year has passed.

During this time I have tried to contact them via Liva Chat and E-mail to which they haven't responded. Live Chat goes straight into generic answer: "For assistance with your query, please email support@shuffle.com, and a member of our Sports Compliance Team will get back to you as soon as possible." I cannot even get a hold of a live person.

As you can see in attachments I have sent multiple emails to which I have gotten no response. They were all sent to support@shuffle.com as stated above.

When they had a data breach they sent me an email to which I replied with withdrawal issue and they ignored the issue.

I haven't done anything illegal here and shuffle is keeping my money for no reason.On stake I am a platinum user and have over 250.000$ wagered without any issued?

What can I do, can anyone help me?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear gama1337,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify whether you currently have access to your casino account?
• Have you made any successful withdrawals from your account previously?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you please clarify whether you currently have access to your casino account?

Yes I have, I can see everything and even place bets.

Have you made any successful withdrawals from your account previously?

Just one withdrawal, you can see it on the picture.

Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

No bonus should have been active. And even if it was I wouldn't be able to start a withdrawal.

Thank you very much for your reply, gama1337. When was the last time you attempted to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear gama1337,

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,
Kristina
Casino.Guru