Shuffle Casino - El jugador tiene problemas con el proceso de verificación retrasado.

Hello. Shuffle hasn't verified my account for over 14 days. Live chat support is unfriendly, and email support isn't responding. I immediately fulfilled all their requests, but they still won't give me my $110 winnings.

Before that, I played with them for almost 1 year and never had any problems.

Please help me get my winnings.

Здравствуйте. Букмекер Shuffle не может проверить мой аккаунт более 14-ти дней. Поддержка в чате ведет себя недружелюбно. Поддержка по электронной почте не отвечает. Все их требования я выполнил сразу, но они не отдают мне мой выигрыш 110 долларов.

До этого я играл у них почти 1 год и никогда не было проблем.

Помогите пожалуйста получить свой выигрыш.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Has your account been previously verified?
5. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1. I sent them my passport, proof of address (bank statement), and also went through a liveness check. The last liveness check was 3-4 days ago. After I submitted the information, the "completed" message appeared very quickly.
2. I sent all the requested information as quickly as possible - very quickly.
3. The casino has not requested anything for more than 3 days.
4. When I registered, I entered my details, but I hadn't completed verification before.
5. I bet on sports.
6. Thank you for your help.

1. Я отправлял им свой паспорт, подтверждение адреса проживания (банковскую выписку), а также проходил проверку "живости". Последняя была проверка "живости" 3-4 дня назад. После предоставления данных очень быстро загоралась надпись "завершено".
2. Всю запрошенную информацию я отправлял в кратчайшие сроки - очень быстро.
3. Более 3-х дней казино ничего не запрашивает.
4. При регистрации я вводил свои данные, но верификацию раньше не проходил.
5. Я делал ставки на спорт.
6. Спасибо вам за помощь.

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

Dear neon888,

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,

Veronika