Shuffle Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello! The casino hasn't been issuing withdrawals for almost four days. The support chat on the website doesn't provide any answers or deadlines. I was asked to complete verification, which I did successfully, but nothing changed. I was banned from the chat, and now a robot automatically replies asking me to email them. I emailed them, and they told me to wait for verification, and again, they haven't given me any deadlines. Every day, they just tell me to wait! The amount is $64, which is ridiculous. I'm a regular customer of this casino, and this is the first time this has happened, although I've previously withdrawn amounts 10 times larger or more. Please help me sort this out and get my funds back.

Nickname on the website:

********

Здравствуйте! Казино не выводит средства уже почти 4 дня. В чате поддержки на сайте не дают никакого ответа и сроков, попросили пройти верификацию — выполнил это успешно, но ничего не изменилось, в чате забанили и теперь там автоматически отвечает робот с просьбой написать им на почту. Пишу на почту, сказали ожидать проверки и опять не назначили никаких сроков, каждый день мне говорят просто ожидать! Сумма 64 доллара, это смешно. Я постоянный клиент этого казино и такая ситуация впервые, хотя раньше выводил суммы в 10 и более раз больше. Помогите разобраться в ситуации и вернуть свои средства.

Никнейм на сайте:

********

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 hapakula,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Until now, they have been completely ignored everywhere...

До сих пор везде игнорируют полностью...

Dear hapakula,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear hapakula,

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.

The problem hasn't been resolved. I was told to go through L3 verification (address verification) in my settings. But they won't let me pass it! The only way to verify my address is to send a scan of my passport with my registration address, but they won't accept this document! Please help me figure this out. They won't withdraw funds and ignore me everywhere. This is the worst casino I've ever seen.

Проблема не решена, мне выставили в настройках пройти проверку L3 — подтверждение адреса. Но мне никак не дают пройти эту проверку! Единственный способ подтвердить адрес — отправить скан паспорта с моей пропиской, но они не принимают этот документ! Помогите разобраться пожалуйста, они не выводят средства и везде игнорируют, это самое худшее казино которое я видел.

Dear hapakula, thank you for your response. 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 submitted all the documents requested by the casino?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Dear hapakula,

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,
Attila
Casino.Guru