Shuffle Casino - El retiro del jugador se ha retrasado.

I signed up to this casino in April and played using the first deposit bonus.

I was told that in order to withdraw the balance I would need to submit proof of address in addition to my ID, so I did.

After a while, I was told that liveness verification was required, so I cooperated.

Even though all the verifications have been completed, the withdrawal request is still pending and has not been accepted.

Please help us to solve the problem

4月にこのカジノに登録し、初回入金ボーナスを利用してプレイしました。

残高を引き出すためには身分証明書の他に住所証明書を提出しなければいけないと言われたので提出しました。

しばらく経ち、ライブネス認証が必要と言われたので協力しました。

全ての認証が完了したにもかかわらず、出金申請は受理されずに待たされ続けています。

問題解決のためにご協力をお願いします

Dear sakusaku3,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please list which documents you have submitted during the verification process altogether? Did you need to submit some documents multiple times? When was your verification completed?
• When was the last time you were in contact with casino support or live chat, and what did you discuss?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Since when are you attempting to withdraw your winnings?
• Is your account currently accessible to you? Can you log in?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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.

I needed to get the certification shown in the image, and it was all completed. Each document was submitted in one go.

I contacted support about a withdrawal request about 4 days ago, but they told me to wait a little longer.

The only games played were slots.

I applied for withdrawal on 4/15. I've been waiting for over a month.

Yes, I can log in without any problems.

画像の通りの認証が必要でしたが、全て完了しました。各書類は1度の提出で完了しました。

4日ほど前に出金申請についてサポートに問い合わせましたが、少し待つようにと言われました

プレイしたゲームはスロットのみです。

出金申請は4/15に行いました。1ヶ月以上待たされています。

はい。問題なくログイン出来ます。

Thanks for the explanation.

When was the last time you were in contact with casino support regarding the delay in payout?

Could you please share with me your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

The last time I contacted them was 5/18.

Your message to the casino has been sent. Please confirm.

最後に連絡したのは5/18です。

カジノとのやりとりを送信しました。確認お願いします

Thank you very much, sakusaku3, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sakusaku3,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Shuffle Casino representative to join this conversation and participate in resolving this complaint.

Dear Shuffle Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sakusaku3,

While we wait for the casino representative, could you inform us if you have any news regarding the case?

I'll be awaiting your reply.

I made an inquiry to the live chat the other day, but I did not receive any sincere response. I will post a picture of that.

先日ライブチャットに問い合わせをしたのですが、誠意ある対応は見られませんでした。その様子を貼ります

Dear Shuffle Casino,

Could you comment on the situation? I will extend the timer by additional seven days for the casino.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sakusaku3,

I have contacted the casino representative outside of the complaint thread with the hope that they will respond here as soon as possible. I will extend the timer by an additional seven days for the last time.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. However, the GCB states on its website that they do not handle individual disputes between players and gaming operators. It seems the regulator will only pay attention to complaints regarding potential violations of law. It is possible to contact the GCB via this contact form. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. Please do not hesitate to contact us if you run into any issues with any other casino in the future.

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Shuffle Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Shuffle Casino,

Thank you for your email and for providing the relevant evidence.

Dear sakusaku3,

I have reviewed the submitted evidence, which indicates that multiple accounts were created at the casino. This is strictly prohibited and constitutes a violation of the casino’s terms and conditions.

For the reasons outlined above, we must proceed with rejecting this complaint. Thank you for your understanding. I genuinely regret that we were unable to assist you more effectively in this particular case, as our aim is always to help players resolve their issues whenever possible.

Please note that you are welcome to contact us again should you encounter any issues with this or any other casino in the future. Whether you have a question, a concern, or a new matter requiring review, our team remains available and ready to assist you.

Kind regards,

Stefan

Casino.Guru