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

"I requested a withdrawal of 44 USDT on March 7: 30 USDT from a friend's tip (same as the other 5, which worked fine), and 14 USDT won from the original game and virtual basketball. 12 days after completing KYC&#... xff0c; you say "Audit Scheduled" (March 18th) and "No Estimated Arrival Time" (March 19th). Tipping is legal, bonuses come from fair play, and other tippers who tip the same amount have no problem with it. Provide a specific reason and deadline, or escalate immediately.

"我在 3 月 7 日申请了 44 USDT 的提款：从朋友的小费中提款 30 USDT（与其他 5 个相同，都正常），以及从原创游戏和虚拟篮球中赢得的 14 USDT。完成 KYC 12 天后，您说"已安排审核"（3 月 18 日）和"无预计到达时间"（3 月 19 日）。小费是合法的，奖金来自公平竞争，其他给相同金额的小费也没问题。为什么我被挑出来？提供具体原因和截止日期，或立即升级。

Dear hongyunqiang2002,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I've submitted kyc and it's verified.

我已经提交kyc并且通过了验证

It's been verified they're now using the compliance department to verify my account they've been stalling they've asked for everything I've provided and it's been approved and they've turned off my online customer service and asked me to contact them by email I've been contacting them by email and it's not being dealt with

已经通过了验证他们现在用合规部门要核查我账号一直拖延 他们要求提供的我全部提供并且通过了 并且他们已经把我的在线客服功能关闭，要我用邮箱联系他们 我用邮箱联系他们一直不处理

This is my betting record I received a 30u tip from my friend my friend sent me a tip to 5 people they all withdrew normally so there is no money problem then continuously poked two levels and won and withdrew then customer service asked me to provide kyc which I did and it went through and now they have been complying with departmental audits of my account on the grounds that they have been refusing to process my withdrawals.

这是我的投注记录 我收到了我朋友给我的30u小费我朋友发给了5个人小费他们都正常提款所以不存在资金问题，然后连续梭哈了俩关赢了就提款了 然后客服要我提供kyc我都提供了并且通过了，他们现在一直合规部门审核我账号为理由一直不处理我的提款

I have been actively contacting them they have disabled my online features and told me to contact their email address, however every time I contacted them they said they were in the middle of the process not sure exactly when, my kyc has been verified all the way through the withdrawal on the 7th and now on the 20th it's still delaying my withdrawals and not giving me a positive time how long is it going to be

我一直积极的跟他们联系他们已经把我在线功能禁止了，让我联系他们邮箱，然而我每次联系他们都说在处理中不知道具体时间，我kyc已经通过全部验证了 7号提款到现在20号了还是拖延我的提款并且不给我一个正面的时间要多久

I had a biopsy the other day, which I did, and my withdrawal still wasn't approved, and then he kept stalling me with compliance department checks

前几天我进行活体检查，我做了，我的提款还是没有被批准，然后他一直以合规部门核查来拖延我

Dear hongyunqiang2002,

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.

It still hasn't arrived and they still reply that it's been 14 days since I was under review by the compliance department

还是没有到，他们还是回复我合规部门审核中已经14天了

I think if you guys don't get involved in the investigation, he'll keep dragging his feet, I've sent you his reply to me, including my game logs and kyc completion logs, I hope you'll help me deal with it even though it's just 44u

我想如果你们一直不介入调查，他会一直这样拖延下去的，我已经他跟我的回复发给你了 包括我的游戏记录 和kyc完成记录也发给你了，希望你帮我处理一下虽然就44u

This 14 days they first asked me to kyc authenticate, then waited for a few days and asked me to live verify, then passed all of them, then they checked my account with the compliance department and have been checking it until now my 44u hasn't been credited, I don't know what they are checking, I've sent you my funding records I've already sent you my fund record, the fund is 30u, my friend rewarded me, my friend rewarded 5 people on the same day, all the other accounts deposited and withdrew normally, but I'm the only one whose withdrawal was interrupted by them.

这14天他们最开始要我kyc认证，然后等待了几天叫我活体验证，后面都通过了，他们就以合规部门检查我的账号 一直检查到现在我的44u还没有打款，我不知道他们审查什么，我已经给你发了我的资金记录还有游戏记录，资金是30u，朋友打赏的 当天朋友打赏了5个人，其他人的账号都正常存提款，就我一个人被他们中断了提款

It's been 14 days they use the excuse of compliance department reviewing my account every day and it's not being processed I asked them how long it would take they said there was no specific time they wanted me to keep waiting I've been waiting for 14 days and all my kyc's have gone through

已经14天了他们每天都用合规部门审查我的账号为借口，一直不处理我问他们要多久他们说没有具体时间要我继续等待，我已经等待了14天并且我的kyc全部通过了

I have been actively communicating with them but they have disabled my online function and I can only contact them via email, but unfortunately every time I contact them with a game they reply with the same excuse, does it take 14 days for the compliance department to review an account? And I withdrew my money after placing 2 sports bets.

我一直都在积极跟他们交流可是他们把我的在线功能禁止了只能通过邮箱联系，但是很可惜每次我游戏联系他们都是以同一个借口回复我，合规部门审核一个账号会需要14天吗？ 而且我就投注了2笔体育投注就提款了

Thank you hongyunqiang2002 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello hongyunqiang2002,

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.

This user was able to withdraw successfully already, after the finally completed our KYC requests.

Hello hongyunqiang2002,

Could you confirm that you have received the payment from the casino so we can close the complaint as resolved?

I'll be awaiting your reply.

Dear hongyunqiang2002,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.