Shuffle Casino - Вывод средств игроком задерживается, и его аккаунт находится в неопределенном состоянии.

Timeline

I initiated a redemption of approximately $44,000.

Shortly afterward, my account required identity verification.

I promptly submitted every document requested.

I was then asked for additional verification, which I also provided.

After that, communication stopped almost entirely.

At the same time, I became concerned that the crypto wallet attached to my account may no longer be secure. I immediately contacted Shuffle and requested:

That the pending redemption be cancelled.

That no funds be sent to the currently saved wallet.

That I be allowed to update my payout wallet after my account security is restored.

Those requests have not been addressed.

My Concerns

I'm not asking Shuffle to bypass their compliance process.

I'm asking for:

A review of my completed KYC.

Clear communication about my account status.

Confirmation that my redemption will not be sent to a wallet I've reported as potentially compromised.

The ability to update my payout wallet before any redemption is processed.

A pending redemption of this size should not remain in limbo without meaningful communication, especially after the customer has complied with repeated verification requests and reported a potential wallet security issue.

What I'm Looking For

If anyone from Shuffle.us monitors Casino Guru, I would appreciate having my case reviewed by someone who can:

Confirm what, if anything, is still required.

Respond to my wallet security concerns.

Either complete the verification process or explain exactly why it cannot be completed.

I'm not trying to create conflict. I simply want a fair review, clear communication, and assurance that my funds will not be sent to a wallet I've already asked them not to use.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

Dear name_taken,

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,
Attila
Casino.Guru