Shuffle Casino - O levantamento dos prémios dos jogadores está atrasado.

Depositing was fast and got problems in withdrawing $26464 and also saying KYC issues after I have done multiple 4 figures deposits and withdrawals in the past. KYC is still pending and my money is locked somehow on this withdrawal. Support has been saying no ETA on when will I get my money back. Used for many bets and have like 90k volume (estimate in USD).

Dear dhlh002,

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.

Dear dhlh002,

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.

It is over two weeks my money is locked inside Shuffle

December 30 2024

I used to deposit and withdrawals of money and on that day I won and i tried to withdraw

Instantly got in review and said they need kyc verification and I provided my passport

Currently still on review and my withdrawal of $26000 is still locked inside their platform

I have asked support several times and they just gave me same answer which they will review and no estimate.

Like I legit lost and won both on this shuffle and I have over 80k volume and had no issue until I won bet and withdraw.

I also have over 500k volume on stake and has no problems after using it for 1 year

Dear dhlh002,

Can you please advise since when exactly is the verification process ongoing and when was the last time you forwarded any documents to them?

Additionally, please forward the communication between you and the casino related to the case to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

Dear dhlh002,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.