Shuffle Casino - A retirada do jogador foi adiada e o acesso à conta foi restrito.

Shuffle accuses me of counting cards online, provider checks for sports bets and having alt accounts, things I have never done, I played clean money, made by playing on other sites and then deposited on their site.

I did all the required KYC up to the liveness check, and they even took away my right to contact support

Shuffle mi accusa di contare carte online, provider checks per sport bets e di avere alt accounts, cose che io non ho mai fatto, ho giocato soldi puliti, fatti giocando su altri siti e poi che ho depositato sul loro sito.

Ho fatto tutti i kyc richiesti fino alla liveness check, e mi hanno pure tolto il diritto di contattare il supporto

Hello,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Could you please advise if you have successfully passed the KYC verification?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

At the time, I never used a VPN since Shuffle works in Italy, but I've been using it for a few days because it won't let me access the site, so I'm practically forced to.

And yes I passed the KYC successfully, fully verifying my account with all the data requested by the site, as well as liveness check, which is the last step of the verification

Allora io non usavo mai la vpn visto che in Italia Shuffle funziona, ma da qualche giorno la uso perché non mi lascia fare l'accesso al sito, quindi sono praticamente obbligato.

E si ho superato il KYC con successo, verificando completamente il mio account con tutti i dati richiesti dal sito, pure liveness check, che è l'ultimo step della verifica

I have all the evidence necessary to prove that I am an honest person who only plays for fun.

Then Shuffle made me do all the KYC possible and then didn't respond to messages when I wrote to support both on the site and on Telegram to Cam and Tommy who both blocked me without providing the necessary proof.

So nobody uses Shuffle except me.

I had to start using a VPN because my IP was banned.

And yes, I have completed all the KYC processes successfully as I am of legal age.

Ho tutte le prove necessarie per dimostrare che sono una persona onestà e che gioca solo per divertirsi.

Poi Shuffle mi ha fatto fare tutti i KYC possibili e immaginabili per poi non rispondere ai messaggi quando scrivevo al supporto sia sul sito sia su telegram a Cam e Tommy che mi hanno bloccato entrambi senza fornire prove necessarie.

Allora nessuno tranne me usa Shuffle.

Ho dovuto iniziare ad usare la vpn perché mi hanno ip bannato.

E si, ho risolto tutti i processi KYC con successo visto che sono di maggiore età

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks, ,i hope this gets resolved as soon as possible

Hello Nellu,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

I would appreciate more details regarding the player's actions that were considered a breach of your rules, as your communication to the player covers various scenarios. You can send the information and evidence to me at michal.k@casino.guru.

Hey michael if needed i have way more informations to provide to this case, let me know if I can send them to ur mail

Hi Michal, we've updated you over email, as spoken previously.

Thank you for the information and evidence provided, Shuffle Casino Team.

Dear Nellu,

Thank you for your patience while I've reviewed the evidence related to your complaint.

After a thorough examination, we have found that the casino's decision was based on conclusive data linking your account to at least 5 other accounts, which constitutes a clear breach of the industry standard rules.

Unfortunately, this means we must close your complaint as Unjustified.

To help minimise such situations in the future, we strongly advise that you carefully review and adhere to the Terms and Conditions of any casino you play in.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future.

Kind regards,

Michal

Casino Guru