Shuffle Casino - El retiro del jugador se ha retrasado.

I registered and played on 3/22.

Deposit $1000 and play slots at that time

I took out about $5000 and just played around.

I submitted all my KYC details and requested a withdrawal.

The money never arrived and the casino's response was that they were still investigating, so nothing progressed.

No matter what I did, the matter never progressed, so I decided to submit a complaint.

If this kind of thing is normal, we won't be able to play the game, so please take action to prevent other players from becoming victims.

3/22に登録とプレイをしました。

$1000入金してその時にスロットをプレイして

$5000ドル程出てそのまま遊んでいました

kycも全て提出して出金申請をしたのですが

着金する事はなくカジノ側の返答も調査中とゆわれそのまま何も進みません。

何をしても話が進む事がなく今回クレームとして提出しました。

こんな事が当たり前なら遊ぶ事も出来ないし他のプレイヤーにも被害者が出ないように対応お願いします。

Hello shimo6200,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shuffle Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Could you please let me know if your account has already been verified and if so, when exactly has it been verified?

A: All KYC certification has been completed.

Did you save your winnings with real money or did you use bonuses?

A, I also use bonuses.

When was the last time you spoke to a casino and what did you talk about?

A. We were talking until early April.

I talked about not being able to withdraw money.

あなたのアカウントがすでに確認されているかどうか、また確認されている場合は正確にいつから確認されているかを教えていただけますか？

A,kyc認証はすべて完了しています。

賞金は実際のお金で貯めましたか、それともボーナスを使いましたか?

A,ボーナスも使用してます

最後にカジノと話したのはいつですか、また何について話しましたか?

A.4月の初旬まで話していました

出金がされない事について話しました

Hello shimo6200,

Would it be possible to forward a screenshot of your withdrawal tab from the casino along with the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

It has just been sent.

ただいま送信しました。

Thank you shimo6200 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, shimo6200!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hi Pavel, we've sent you an update regarding this case.

Shuffle Casino, has there been any further update regarding the case?

The casino is slow to respond to this.

That's fine with us, so please disclose the latest information here so that we can be satisfied.

カジノ側はこちらへの回答も遅いし

コチラとしては構わないので、その最新の情報をここに開示して納得いくようにしてください。

Hi Pavel, we've sent you an update over email.

As previously posted

Please reply so that I can understand

I don't understand the content, so please make it clear to me.

前回投稿した通り

コチラにわかるように返事してください

内容も、わからないので、ちゃんとわかるように、してください

We are in active communication with the casino. Thus, I need to extend the timer for 7 more days.

shimo6200, thank you for your patience! I will let you know as soon as I will have any update!

It seems like there is some communication problem, I am trying to reach out to the casino via other channels.

Unfortunately, the casino has stopped responding again. I need to close this complaint as unresolved again.

We have reopened this complaint by the request from the casino. The casino informed us that plyer's funds were reinstated and withdrawn.

shimo6200, can you confirm that you have withdrawn your funds?

Dear shimo6200,

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,
Pavel
Casino.Guru