Shuffle Casino - O jogador acredita que o seu pagamento foi atrasado.

Hello . My problem with the Shuffle.com bookie appeared on February 14, 2025 when I registered on the platform, being my first and only account here.

I deposited the amount of 1190 USDC and after 39 bets registered on the account I reached the amount of 6997 USDC. When I reached this balance I made a withdrawal through my crypto wallet, in the amount of 2000 USDC, and it came instantly.

After placing another 2-3 bets I noticed that my account was limited. At that time I wanted to withdraw all the funds from the account so I made 2 more withdrawals. one of 4400 USDC and the second of 597 USDC which I have not received to this day. They appear in my transaction history, but I cannot cancel them and they were not approved by them.

after contacting the chat support I understood that I had to complete the KYC verification, which I did on the same calendar day. Although in my account settings it appears that my documents are verified, I was informed that they are in charge of manually verifying the documents. Their answers are automatic and are not at all on topic. Their answer is repetitive and is as follows:

"Please allow some time for our KYC compliance team to manually review the documents you have submitted. While we cannot provide an exact estimate for when this process will be completed, we will reach out to you once it is finished or if we require any additional information." ;

"Unfortunately, we can't provide an ETA as we do not have oversight of the Compliance team's workload. We will reach out to you once review is concluded or if any additional information is required.";

"Your request has been forwarded to our compliance team for review. We’ll get back to you as soon as we have an update. Thanks for your patience."

I really don't know why it takes so long to verify and why they don't want to pay my winnings so please take a look at my case and try to help me, I would be grateful.

I am waiting for your response and I am ready to upload all the documents requested.

Regards, Alinee

Dear Alinhhh,

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.

UPDATE

The live support has stopped responding my messages. It's all getting really tiring and I need help.

Dear Alinhhh,

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.

Hello. Thanks for your time .

Just today there was a change in the status of my withdrawal.

After 14 days of waiting, shuffle.com added the 3rd level of verification, namely: "proof of address", a level that I had not had available until now. The problem is that I uploaded 3 different documents, all 3 documents attest that my home is identical to the one in the ID card , and all 3 got rejected . They say " Verification error . Try again later " , and the custommer support is saying this :

Mark

• 4h ago

Hi there,

Please allow some time for our KYC compliance team to manually review the documents you have submitted. While we cannot provide an exact estimate for when this process will be completed, we will reach out to you once it is finished or if we require any additional information

ME :

Man , stop sending same message over and over again . I asked you why the verification level 3 was rejected . I uploaded a banks statement from my bank , and now for the second time i uploaded a bank statement from revolut bank

why it is rejected . It clearly see my adress and my name on it . And it says that you aprove bank statements

Mark

• 4h ago

Unfortunately we cannot check that for you and will require the compliance team to check on that.

I uploaded 3 different documents

8:50 pm ME

Why they are rejected

And this is the end of conversation . They don t even respond me or tell me what to do . They service for customers is really bad and annoying

I would like to add that I am from Romania , not from Poland . I was in Poland when i place the bets , and the withdrawals are 4.997 USDC .

The withdrawals are still in pending , i would appreciate if you can answer faster than 7 days , it s been really exhausting my experience with this casino. Thanks.

These are some pictures from inside my account . My username is alinhr10

Hello. Is there any possibility to shorten the waiting time? Thanks ⏳

• Quick note : no bonus has been activated on the player's account.

Thank you Alinhhh 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 Alinhhh,

I am so sorry to hear your withdrawal hasn't reached you yet. 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.

Let’s hope they are professionals and will respond to this complaint . Thank you for cooperation

How this case will be solutioned if shuffle.com are not intending to answer this complaint?

This issue relates only to Sports Betting.

Our Terms of Service read - 11.7. If the outcome of a Market was already known or decided before the placing of a bet, the bet will be void and any winnings may be withheld or deducted and wager amounts returned.

Our provider has flagged that this account has been involved with betting on results that are already known due to feed delays. This is a violation of the Shuffle terms of service. Additionally, there have been significant matches made between this account and others on platform which we are investigating. After thorough investigation the bets which were courtsided/pastposted have been identified and rightfully voided.

Hello Alinhhh,

As you might know, our forum deals with complaints about online casinos only. I understand it must be frustrating for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

If it’s convenient for you, we can continue our communication through e-mail. My email address is stefan.m@casino.guru. Thank you very much for your understanding.

Kind regards,

Stefan, Casino.Guru