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

Hello. I have a problem with shuffle, I'm trying to withdraw money and they won't transfer it to me, I wrote to them and they don't respond to my email either, for some reason I can't transfer my money to my own account. KYC is completed, all steps.

I hope for your help, maybe we can somehow transfer the money. thanks in advance.

Dear Ikachila,

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 will wait for these 14 days. If my enrollment is not confirmed, I will definitely contact you.

thank you.

Hello, I understand that the review takes 14 days, but I would like to ask you to allow me to return the amount that I deposited, which is $ 2954. The rest of the amount is not important to me at this stage, I just ask you to make an exception, consider withdrawing only the amount that I deposited, in order to be able to pay off my obligations, this is vital for me and do not create a problem for me, just consider it and return the amount that I deposited, I am not talking about the amount that I won, I only want to return the amount that belongs to me and is mine. I had no information that withdrawing money was so problematic and required a certain number of days, I thought I would be able to pay off the money instantly. Please take note. Thank you in advance.

Dear Ikachila,

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.

Unfortunately, I have not received my withdrawal yet. I submitted all the requested documents, including the proof of funds, and I’ve been waiting for more than two weeks now. There has been no clear update or resolution from the casino side.

I would greatly appreciate any further assistance or advice you can provide to help resolve this issue.

Dear Ikachila, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

1. Have you made any successful withdrawals before?

- Yes, I have made one successful withdrawal of $50 previously.

2. Have you passed the KYC verification?

- Yes, I have passed all KYC verification steps, including ID and liveness checks. I have also submitted the proof of source of funds as requested. All steps are completed on Shuffle.

I've gone through KYC registration without any problems on every site I've registered on — I've never had any issues until now. Only Shuffle has given me problems.

3. Did you accumulate your winnings with or without an active bonus?

- I accumulated my winnings by making sports bets. I have never used any bonuses on this site.

4. Could you please share your communication with the casino regarding the withdrawal?

- Unfortunately, I haven’t received any proper replies from live chat — they never answered me directly. I’ve only communicated through email, and I can provide screenshots of all those emails. Already sent to you the screenshots.

Dear Ikachila, could you please provide a screenshot of your withdrawal history from your casino account? I need to see all the relevant details such as the dates, amounts, and current status of your withdrawal requests.

Is it acceptable?

Dear Ikachila, have you received the withdrawal from June 3rd, which is marked as "confirmed" in the system?

Have you made any successful withdrawals before?

- Yes, I have made one successful withdrawal of $50 previously.

As I already mentioned above, Yes, I received this withdrawal (50$).

Dear Ikachila, could you please confirm whether you have already provided the proof of funds for verification, as requested by the casino in their email communication? If yes, could you let us know how the casino responded to that and whether they accepted the documents?

Yes, I have already submitted the proof of funds to the casino. I provided a signed gift declaration letter and also uploaded a screenshot of the transaction history showing the deposit made via Cryptal on June 2, 2025.

As of now, the casino has not confirmed whether my documents have been accepted or not. I’m still waiting for a clear response from their side.

I have sent you my Transaction history as well, which I deposited to the Shuffle Casino.

Thank you very much, Ikachila, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Thanks for your support. What are the next steps? Should I wait for her response? or should I write her by email?

Dear Ikachila,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Shuffle Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Martina,

Thank you for your support.

I’ve been gambling online for around 12 years and have never faced a problem like this. My withdrawal has been delayed for over 15 days, despite completing all verification steps. I haven’t done anything wrong or against the rules.

I’ve been writing to Shuffle daily through chat and email, but no one replies. It’s unacceptable and very stressful.

I hope the casino responds within the time limit and that this issue is resolved urgently.

Dear Ikachila,

I completely understand how frustrating and stressful this situation must be for you, and I truly empathize with what you’re going through.

Sometimes, delays can occur due to a high volume of withdrawal requests, which unfortunately slows down the process more than usual. However, I genuinely believe that the Casino team will review your case and do their best to expedite the process as soon as possible.

Thank you for your patience and understanding — I’m hopeful things will be resolved shortly.

Hi Ikachila, your withdrawals have been processed. Please check your withdrawal history page for more information.

Thank you Shuffle Support Team for the information!

Dear Ikachila

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

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

Dear Ikachila,

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,

Martina