Shuffle Casino - Вывод средств игроком задерживается из-за новой процедуры верификации.

I was suddenly unable to withdraw my money so I thought things were fine so I tried to play some games and things were fine there too, but all of a sudden I couldn't play any game nor could I withdraw! They're asking me for verification, but I didn't need to verify before when I withdrew money.

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 OkayIWantMoneyBack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
• Were there any changes to your account or your personal information before this issue occurred?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

Dear OkayIWantMoneyBack,

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.

I apologize for the delay as I have been busy.

I mostly focused on live casinos since I get to chat to other players and dealers though I play a bit of slots here and there.

I didn't provide any verification documents as I didn't seem to need them before I started playing or after I was withdrawing.

I hadn't changed any of my information nor have I used any active bonuses to accumulate my winnings.

Thank you for your reply and for providing the previous details, OkayIWantMoneyBack.

• Did you play with or without a bonus?
• What specific message or error are you receiving when attempting to withdraw your funds and when was the last successful withdrawal you made without any verification?
• Have you received any specific instructions from the casino regarding the verification process?
• Could you also provide any additional evidence or communication you had with the casino? This may include screenshots, emails, or chat records. You can either post the screenshots directly in the complaint thread or send all relevant documents to: [email protected]

Thank you again for your cooperation.

Dear OkayIWantMoneyBack,

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,
Petra
Casino.Guru