Shuffle Casino - Запрос игрока на вывод средств задерживается и находится на рассмотрении.

I am filing a formal complaint against Shuffle Casino because they are not processing my withdrawal.

My casino username is *****. I requested a withdrawal of $600 today, but the withdrawal is still pending and under review. Shuffle has not given me a clear reason for the delay, has not provided a specific timeframe, and has not clearly explained what is required from me to receive my funds.

This is very concerning because the money belongs to me and I should be able to withdraw my own funds within a reasonable time. If Shuffle requires KYC, AML, or any additional verification, they should clearly tell me what documents are needed instead of keeping my withdrawal pending without a proper explanation.

I am asking Casino Guru to help me resolve this complaint and contact Shuffle Casino directly. I want Shuffle to process and release my $600 withdrawal as soon as possible, or provide a clear written explanation with the exact reason for the delay and the exact steps required to complete the withdrawal.

I have tried to be patient, but the lack of clear communication and the delay in processing my withdrawal are unacceptable. I am submitting this complaint because I need help getting my funds released.

I believe it is unfair for a casino to accept deposits quickly but delay withdrawals without clear communication.

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 Sepi,

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 the 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 within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello, and thank you for responding to me.

At the moment, it has been 5 days since I requested my withdrawal, and it still hasn’t been approved. I have already completed the KYC verification, and now I’m waiting for their response. I’m not sure whether I will receive any reply within the 14-day period.

I sincerely hope they respond and return my money, especially since they didn’t even allow me to play there for more than 24 hours.

Thanks for your reply.

Has the casino processed your payout since your last post?

Please let me know about any news.

Dear Sepi,

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Sepi. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Player's message:

Hello sorry for late response, no they didn’t pay and they lock my account completely after doing kyc i think they just want to abuse my documents

I am sorry to hear about the recent developments.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the blocking of your account and withholding of your funds? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thanks in advance for your cooperation.

Dear Sepi,

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.