Shuffle Casino - A retirada do jogador foi adiada e os fundos foram congelados.

Hello,

I am submitting a complaint against Shuffle Casino due to an unjustified delay in my withdrawal. I deposited $43 via TRX, played without any bonus, and requested a withdrawal of $190 – using the same method.

I had successfully made withdrawals in the past with no issues and without needing any verification. However, now that I won a slightly larger amount, they started requiring multiple verification steps.

Despite fully completing all requirements (ID, proof of address, and liveness verification), my funds remain frozen and marked as "in process." All KYC levels show as "Completed" in my profile.

I have contacted their support multiple times. They first asked for documents, then for a live selfie ("liveness verification"), which I successfully completed. Still, after more than 4 days since that final step, my funds have not been released.

Live chat refused to help and redirected me to email, where I only received vague responses or no reply at all.

I am simply asking for the release of my legitimate winnings, obtained with no bonus and within the casino’s terms. I have attached screenshots proving my completed KYC and pending withdrawal.

Thank you for your help in resolving this matter.

Dear efimerusefimerus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Shuffle Casino. In order to assist you better and to resolve this issue effectively, could you please provide us with the following information:

• Can you confirm the exact date when you requested your withdrawal of $190?
• Have you received any official communication from the casino explaining the reason for the delay?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello,

Thank you for your response. Here are the answers to your questions:

Withdrawal date: I requested the $190 TRX withdrawal on May 28, 2025. I also have a second pending withdrawal of $99 in USDC, requested shortly after.

Casino communication: I did not receive any official explanation for the delay. The only replies I received were generic responses like "your documents are under review" or "please wait." No concrete reason was provided.

Games played: I played online slots and also placed sports bets during the session.

Bonuses: I did not use any bonus when I deposited or played. All winnings were generated using my own funds.

Please let me know if you need any additional information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear efimerusefimerus,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika