Shuffle Casino - El retiro del jugador se retrasa.

Hello!

I'm not recieving my withdrawal (900 EUR) from 16.02 so its been already 17 days while I'm waiting my money.. I did all KYC they requested but anyway I'm not recieving any information or money. I don't know what I'm supposed to do now.

Dear Kistine552,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Have you made any successful withdrawals before? No

Could you please confirm that you have passed the full KYC verification? Yes

Have you accumulated your winnings with or without an active bonus? No

Thank you for your reply. What types of games did you play?

I placed some bets on basketball and esports cs2

Could you please let me know when was the last time the casino communicated with you regarding the payout of your winnings? Have they provided any explanation for the delay in processing your payment? If so, please forward me the emails from the casino at veronika.f@casino.guru. If you have chat transcripts or screenshots of the communication with customer support, please send them to me as well. This information will help us understand the situation better and assist you more effectively.

Looking forward to your response.

Could you please let me know when was the last time the casino communicated with you regarding the payout of your winnings? 8 days ago they responded me that I need to wait..

Have they provided any explanation for the delay in processing your payment? That my account is being reviewed

And I will send screenshots to your email

I received my money!

Dear Kistine552,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru