SHUFFLE Casino AU - Povlačenje igrača se gubi.

I made my first withdrawl on 3rd April at 8:50pm for my total winnings amount of $396.00 A few hours later I checked my online account to see if my winnings had been processed and there was a "Rejected" status next to my withdrawal. There was a note saying "please submit the correct PayID" so I submitted my PayID details and requested another withdrawl for $396.00 as my winnings was credited back into my account. This was on 4th April at 3:07am. When I checked my account few hours later at 7:57am, the status said "Completed" but under my transactions it said"Forfeited" I immediately made contact thru their Live Chat to find out what was going on. They said that I was making illegal bets and I had violated their rules. As a result of this, any related credits have been forfeited. How is that even possible? I asked them many times if they could explain exactly what I had done wrong and if there is any evidence of my fraudulent bets. I didn't get a clear response. All they said was that their system had detected rule violations associated with my account. As per our terms of service, withdrawls from flagged accounts are restricted. I couldn't believe what they were telling me. I played fair. They are totally wrong about everything!! My account with them is still open and I can communicate with them still and keep playing their slot games if I want to. There's no problem depositing money but when it comes to making a withdrawal, they don't want to pay. Also, there are no terms of service or any kind of rules on their website. I have screenshots of the entire conversation I had with them as well as the history of the game I was playing.

Dear Louise690,

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 confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Did you play only casino games or also bet on sports?

Was there any specific information given about the alleged "illegal bets" or rules you supposedly violated?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Thank you for looking into my complaint for me.

* I wasn't asked about KYC verification when I signed up

* Once I made a deposit of $30, I was given a bonus of $50 to play with

* I only played one slot game, I didn't do any bets with sports

* They couldn't explain exactly about my so called "illegal bets" or how I "violated their rules" No proof was shown to me. How can you do illegal bets on a slot machine anyway?

I have sent all screenshots of my communication with them to your email Dominika.

Looking forward to your response and thank you.

Dear Louise690, have you received any further clarification from the casino regarding the alleged illegal bets so far?

Hi Dominika,

No I haven't heard anything more from the casino about the alleged illegal bets so there is no clarification. I only played a slot game. How can you place illegal bets on a slot game? You can't!!

Thank you very much, Louise690, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Louise690,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SHUFFLE Casino AU representative to join this conversation.

Dear SHUFFLE Casino AU,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Louise690,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova