Shuffle Casino - La retirada del jugador se ha retrasado durante meses.

I registered and played on August 2nd, completed identity verification first, received a bonus, and was lucky enough to win, so I applied for a withdrawal.

At this time, I was still able to contact the management support via chat, and they told me to wait for up to a week, so I waited, but eventually I lost contact with them.

Just when I was in a difficult situation, I suddenly received an email on October 5th asking me to provide additional identity verification.

I submitted the request and it was completed, but it has been two months and I still haven't received the withdrawal or any contact, so I would like to file a complaint.

8/2に登録プレイし、先に本人確認を終えてボーナスを貰い、運良く勝つことが出来て出金申請しました。

この頃はまだ運営サポートとチャットで連絡取れていまして一週間以内は待ってくださいとのことで待っていましたがそのうち連絡が取れなくなっていました。　

困っていたところ10/5に追加で本人確認してほしいとのメールが突然届きました。

提出して完了しましたが更に2ヶ月経っても出金してもらえず、連絡も来ないので苦情提出したいと思います。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Inok,

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 advise which documents you have already provided and when exactly you sent the last one?
• Has the casino indicated that there might be a problem with approving specific documents?

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,

Kristina

Have you ever had success with a withdrawal?

→I have never withdrawn it.

Please let us know what documents you have already submitted and when you sent the last one.

→According to my driver's license and resident registration, I think it was November 5th.

Are casinos suggesting there may be issues with approving certain documents?

→Apart from the sudden request for additional documents on October 5th, we have not been able to contact you, so there is no suggestion. All documents have been approved. I have already attached them.

これまでに引き出しに成功したことはありますか?

→一度も引き出したことはありません。

すでに提出した書類と、最後の書類をいつ送ったかを教えてください。

→免許証、住民票で11月５日だったかと思います。

カジノは特定の書類の承認に問題がある可能性があると示唆していますか?

→10月5日の突然の追加書類要求以外は連絡が取れたことございませんので示唆はありません。書類は全て承認完了になっております。そちらは既に添付しております。

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

It was forwarded by email.

Those were the only two exchanges and there has been no reply since.

メールにて転送しました。

やり取りはその2回のみで後は返信がない状況です。

Dear Inok,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla (karla.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Inok,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Shuffle Casino into this conversation.

Dear Shuffle Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

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.

Thank you Karla!

I have emailed you regarding this matter. Please feel free to let me know if you need anything further.

Shuffle Casino

Regardless of the reason for the hold, I think it was the right thing to do to ignore inquiries for several months, and the additional KYC requirements are far too long.

We also suspect that this includes fabricating documents or other means to buy time.

I think explaining the reason for ignoring contact is not an issue that involves confidentiality, so please tell me what your intentions were.

Also, if I am unilaterally found to be at fault because of this, it will be extremely unfair, so please consider it as Shuffle's fault when arbitrating.

Shuffleカジノさん

保留の理由はともかく、数ヵ月間問合せの連絡を無視するのは正しい行いではないかと思いますし、追加のKYC要求もあまりにも長すぎます。

こちらとしましても資料のねつ造等の時間稼ぎを含めて勘ぐります。

連絡無視への理由説明は機密保持に関わらない問題かと思いますし、どういうつもりだったのか教えてください。

またこれにより一方的に私が悪いとなった場合、あまりにも不平等になりますので仲裁の際にShuffleの落ち度として加味してください。

Hello Inok,

Thank you for sharing your concerns. I understand your frustration, especially given the length of time this matter has been unresolved.

At the moment, I am awaiting a follow-up statement from the casino, as I have requested additional clarification and supporting evidence regarding their claims. Once the casino provides this information, I will review it carefully and update you here in the thread.

Please rest assured that your complaint is still under active review, and no final conclusion has been made at this stage.

Thank you for your patience and cooperation.

I'm not sure what supporting evidence there is, but even if they had submitted any evidence of the reason for the withdrawal refusal, five months have passed since August of last year, so they are buying time to fabricate evidence.

It's also strange that there was no notice of this.

It is unfair that if time passes while identity verification is carried out, the funds will be confiscated, but as a ruling, a long period of no communication does not work against the casino.

Please make a rational and correct decision.

裏付けの証拠というのがよく分かりませんが、仮にいかなる出金拒否理由の証拠提出があったとしても、昨年8月から5ヶ月も経過しているので証拠のねつ造する時間稼ぎにもなっています。

またその告知がないのも明らかにおかしいです。

こちらは本人確認等に時間が空くと資金を没収されるのに、裁定として長期間の音信不通がカジノ側の不利に働かないのは不平等です。

合理的に正しい判断をお願いします。

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.

Thank you. I've responded.

Hello Inok,

Thank you for your patience throughout this process.

After a thorough review of all the information and documentation provided by both parties, the casino has supplied sufficient evidence supporting its claim regarding the account linkage and the applied measures. Based on this evidence, we are unable to dispute the casino’s decision in this case.

As a result, we regret to inform you that this complaint will be rejected.

I would like to thank both you and the casino representative for your cooperation and patience during the investigation. While I understand this outcome may be disappointing, we appreciate the time and effort taken by all parties to clarify the situation.

Kind regards,

Karla