Shuffle Casino - Отзыв игрока отложен и находится на рассмотрении.

Deposited around $6200, done some casino bets placed a sportsbet. Wanted to withdraw my winnings and they have put it on review. Made me KYC which i did. After that they have been giving me the same message over and over again

Dear jazzz,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Shuffle Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please provide the exact date of your registration at this casino, please?
• What message are you receiving over and over again, please?

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.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

• Shuffle original blackjack and sportsbook
• 4.10.2025
• Unfortunately we do not have an update at the moment. Our Compliance team is scheduled to review your account and documents you have provided manually. We will message you once we have an update or if any additional information or documents are required.

Its been 5 days since i requested a withdrawal now.

any update?

Dear jazzz,

Thank you for your message.

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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 4 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

It's been 14 days and i still haven't heard ANYTHING

Dear jazzz,

Thank you for your message. I apologize for the delayed response. I was on sick leave and unable to reply.

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

Looking forward to your reply,

Katarina

1-> No, this is my first

2-> I have finished the kyc 14 days ago

3-> Without a bonus

need to do liveness check now, will update when its done

Liveness has been done already but still no update.

Dear jazzz,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Dear jazzz,

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,
Katarina
Casino.Guru