Shuffle Casino - O pagamento do jogador foi atrasado.

Requested for a withdrawal since 23rd January and instantly got a request from Shuffle to do a L2 KYC (Identity Verification) which I completed almost immediately.

My withdrawal is still 'in review' ever since then, contacted and emailed their support but they just kept saying to wait for their compliance team to manually review my documents.

I've successfully withdrew twice before without the need of KYC (2.4k and 2.9k USD respectively).

Waited for over 72 hours and still didn't get my withdrawal approved as the time of my writing.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear goobie,

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

Dear goobie,

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.

Hi, Shuffle finally gave me an update 2 days ago after 13 days of waiting by requesting a L3 verification (Proof of Address).

I've completed it and the withdrawal is still under review so I'm guessing it's another 2 weeks of wait.

Dear goobie, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

• I accumulated my winnings without an active bonus
• I bet on e-sports, mostly on live games
• I've sent you an email for this

Dear goobie,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, lucia.s@casino.guru This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello goobie,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Shuffle Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

All withdrawals from this player have been approved.

The last withdrawal was approved a month ago. There is no remaining balance in their account.

We'd invite the person complaining to clarify what further action they need taken from us.

Dear Shuffle Casino representative, thank you very much for the update.

Dear goobie,

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

I have finally received my withdrawals only just a day ago after Shuffle requested me to do 2 more verifications (liveness check and proof of funds) on the same day.

Therefore it's not true that they've approved my 'last withdrawal' since a month ago. It took them literally a whole month to approve it as shown below.

Obviously there will be no further action required from their side now.

Dear goobie,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Lucia S 

Casino.Guru