Shuffle Casino - A retirada do jogador foi adiada.

Hello.

I was playing with the first deposit bonus on this site, but I can't withdraw any money.

I have completed identity verification and KYC, but I have not received a response from the website when I inquire about it.

I have requested a withdrawal of $4000 to USDT, but the money has not arrived yet.

I don't know what to do and would like the administrator here to help me.

こんにちは。

こちらのサイトで初回入金ボーナスで遊んでいたのですが、出金がされません。

本人確認・KYCは完了しておりますが、サイト側へ問い合わせても返答がありません。

USDTercへ＄4000出金リクエストしていますが、いまだに着金しません。

どうしていいのかわからず、こちらの管理人さんにお力を貸していただきたいです。

Dear yatoru118,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in?
• Could you please share a screenshot of the verification status of your account if available?
• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please share with me your communication with the casino? 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.

Sent via email.

thank you.

メールにて送信しました。

よろしくお願いします。

Thanks for your reply and the information provided.

If the issue persists, please also answer the following questions:

• Could you please advise if this is your first payout from the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Please list which documents you provided for the verification.

Dear tomas,

The first payment from the casino has never been made.

I played slots to build up my current casino balance.

My current balance is thanks to the bonus.

The documents submitted for verification were National ID card and Resident Certificate.

thank you.

tomas様

カジノからの最初の支払いが一度もされておりません。

カジノの現在の残高を貯めるためにスロットをプレイしました。

現在の残高はボーナスのおかげです。

検証のために提出した書類は国民IDカード、住民票です。

よろしくお願いします。

Thank you very much, yatoru118, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello yatoru118,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Shuffle Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which yatoru118 can expect his withdrawal to be processed?

Hi Martin,

Our team has has detected that this user is potentially linked to a number of other accounts that have been depositing and claiming the deposit bonus in an abusive manner. As such, we have deducted this account's winnings and bonuses.

This user is free to withdraw up to their deposited amount. After which their account will be closed permanently.

Please find the deposit bonus's terms and conditions here:

https://help.shuffle.com/ja/articles/9012164-%E9%99%90%E5%AE%9A%E3%82%AA%E3%83%95%E3%82%A1%E3%83%BC-200-%E5%88%9D%E5%9B%9E%E5%85%A5%E9%87%91%E3%83%9C%E3%83%BC%E3%83%8A%E3%82%B9-%E6%9C%80%E5%A4%A71000%E3%83%89%E3%83%AB%E3%81%BE%E3%81%A7

Thank you.

Dear casino representative,

thank you very much for your response. I understand your internal processes are most likely confidential, could you therefore send the evidence of this abuse to martin.l@casino.guru?

Hi Martin, we've sent you evidence over email, thank you.

Dear parties,

I can confirm we have received the mentioned email. Investigation is now ongoing on our part.

Dear yatoru118,

After a thorough review of your case, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created in order to take advantage of the deposit bonus mentioned earlier in the thread. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Martin