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

The casino does not pay $80, although I am even more in the red. It's even funny, a ridiculous amount. First they asked for my passport, said only what was needed, then it was not enough for them, and they asked for my certificate of residence. I sent them a document, and in a second it becomes invalid, how so? They checked it in a second and rejected it?

Ok, I write to support. They write that everything is fine, you just need to wait. There are no deadlines, just wait. Although visually it looks like they rejected the document. So where can I find out the verdict, what is the maximum waiting time

Dear gsfckcompany,

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.

Even after successfully passing the verification, the verification that I waited for 2 weeks (although in normal casinos it happens instantly, in some cases no more than a day), I am not given access to my funds.

They said that the verification was confirmed by an employee who does not have the authority. And allegedly my verification is illegitimate, due to the fact that they allowed an employee with a low level of authority into the system. That is, he is there, but he is not. After which they blocked my access to the chat

This is fraud, and theft of my money.



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

Do I understand correctly that you are now successfully verified, and your withdrawal is only waiting to be processed?

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

Could you please share your communication with the casino? 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. Yes, my account is verified.
2. No, these are my personal funds. No bonus

After that, the support service started ignoring me. After I submitted the documents, I waited 10 days. They made the profile status "Verified" but then said that it should be verified by another competent person - this is the first time I've seen this.

This is very similar to fraud. Delaying time

1. Так, мій обліковий запис перевірено
2. Ні, це мої особисті кошти. Без бонусу

Після цього служба підтримки начала ігнорувати мене. Після того як я подав документи, я чекав 10 днів. Вони зробили статус профілю "Верифікований" але потім казати що його має верифікувати інша компетентна людина - таке я бачу вперше.

Це дуже схоже на шахрайство. Затягування часу

Dear gsfckcompany, could you please let me know if you have received any updates regarding your verification or withdrawal since your last message?

No, the casino closes the chat and does not solve the problem. They do not answer the mail, 17 days have passed. This is not serious anymore.

Although verification has been completed, the casino refuses to pay out

Thank you very much, gsfckcompany, 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.

Dear gsfckcompany,

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.

Hi gsfckcompany, please head to your verification page on Shuffle. It looks like you haven't completed all the steps of verification, thank you.

Thank you Shuffle Casino for the update!

Dear gsfckcompany,

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Only you requested this check today. Ok, I passed it, how many more weeks/months to wait for the withdrawal?

Do you understand that verification does not take a month in any normal casino? Do you conduct a whole investigation with the FBI?

Why didn't you request this check in the first place, why did I have to wait a month?

Только вот Вы запросили эту проверку сегодня. Ок, я ее прошел, сколько еще недель / месяцев ждать для вывода?

Вы понимаете что ни в одном нормально казино, верификация не занимает месяц времени? Вы целое расследование в сопровождении ФБР проводите?

Почему Вы изначально не запросили эту проверку, почему мне нужно было ждать месяц?

Casino Guru can see in the screenshots above that this check did not even take place (at that time I had passed all the verification stages). And you deliberately delayed it so that after 4 weeks you could request a new verification from me, and still, even after checking the 5th stage of verification - they write to me in the chat that I need to wait again. Some kind of surrealism

Казино Гуру может увидеть на скриншотах выше, что этой проверки даже не было (на тот момент я прошел все этапы верификации). И Вы специально затягивали, чтобы спустя 4 недели у меня запросить новую верификацию, и все равно даже после проверки 5 этапа верификации - мне в чате пишут что снова нужно ждать. Сюр какой-то

Thank you for letting me know!

Do I understand it correctly, that after you were verified, you were told to wait again to receive your withdrawals? Were you told what is the reason?

No, they don't give a reason. They don't give a time frame.

The problem hasn't been solved for 26 days. I think this is unacceptable, and the Casino should give me an answer immediately.

I understand your frustration now, gsfckcompany, and I appreciate your patience.

It looks like your verification has been completed once again, and you're currently waiting for the withdrawal to be processed.

Shuffle Team, could you please review this case and let us know if anything further is required from the player? If everything is in order, kindly confirm whether the withdrawal can be processed soon.

Your prompt response would be greatly appreciated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gsfckcompany,

can you please give us an update? Have you received your withdrawals?

Dear gsfckcompany,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru