Shuffle Casino - La retirada del jugador se ha retrasado.

Hello, on 8th of February I've made a multiply bets on Shuffle.com and have won 13k.Shortly after that I've made an withdrawal for the same amount of money, I'm gold level 5 - close to platinum , usually shuffle responds quickly and in a matter of 5-10 minutes withdrawals were arriving but not in that case, I've contacted the support and they told me that I need to make selfie to make another verification - It was fifth since I'm on the site. I've made the selfie, they verified my account and said that the Compliance team will reach me. I've got no concerns and shortly after that I've made another deposit and the day after another withdrawal.

This is where the nightmares begins, 11 days since the first withdrawal they've removed my live chat, not responding on my emails, not responding on the live chat and yesterday after numerous messages from my side , they've told me that I need Kindly provide the list of my accounts so we can progress.

The strange thing is that i have only one account. Now they don't even respond me again and those kind of money are vital for my living

Dear petarchelebiev10,

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.

1. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
2. Have you accumulated your winnings with or without an active bonus?
3. Could you please share with me relevant communication between you and the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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.

Hello, just to clarify, the time that I've mad a complaint I was at United Kingdom, I'm born and raised in Bulgaria

1.Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

My brother also is having account in Shuffle.com, both of the accounts are veryfied - maybe there is an accusation because we have same adress in our ID cards , but I believe that this is normal as we live together so the IP adress should be the same.

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

Nope, no bonuses - my account is Gold level, close to Platinum and i have around 200k wagered on both sport and casino section and this is the first time having problem with Shuffle casino.

3.Could you please share with me relevant communication between you and the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I'll post it here, I have nothing to hide

Also my account is with 5 steps of verification

Hello, is there any update ?

I'm posting a screenshot from today to see that shuffle still giving me week and monthly bonuses.I believe that means that my account is still good

Thank you very much, petarchelebiev10, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 petarchelebiev10, I've just reviewed your case, and I’m sorry to hear about the challenges you’re facing. I will reach out to the casino and see what can be done to help you once they reply.

Dear Shuffle Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, explain why the player's account needs to be verified again and if you requested any documentation from the player to proceed with the verification.

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

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.

This is so stressful, not even responding and holding my entire year salary..

Hello , the time is up now, no response from the casino

Dear petarchelebiev10, sorry for the delayed response. Though the timer has expired and we haven't received any reply from the casino, I'd like to give this case another chance. I will try to contact the casino representative through other channels. The timer will be extended for an additional 7 days.

Hi Natalia,

We have sent you an update regarding this case via email.

We consider this matter closed now, thank you.

It is so convenient to you to consider it closed, I believe after 3 months of holding my money you can show the evidence

Dear petarchelebiev10, could you please confirm that you have successfully received the refund from the casino? Based on the information on the blockchain, two payments (in the amount of 12,239 TRX and 1,287 USDT) were completed 8 days ago, so you should have received the money by now.

Dear Shuffle Casino, please check your inbox. I have replied to your email. I'd appreciate it if you could specify some more details. Thank you.

Hello , Natalia

I've managed to withdrawal only my deposit, Shuffle casino voided my bets and my winnings without any information or etc.

Dear petarchelebiev10, according to the casino representative, your account is active, and you have been successfully withdrawing funds that are related to the casino section. I have been informed by the casino representative that the confiscated winnings that were deducted were related only to this particular match, the screenshots for which you shared. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear petarchelebiev10,

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,
Natalia
Casino.Guru