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Subject: Shuffle.com refuses to process my $600 withdrawal – 13 weeks of silence

Username: ********

Ticket ID: #1808

Amount: $600 (of which $100 was my deposit)

Wagered: Over $40,000

Issue start date: February 2025

Casino website: https://shuffle.com

Complaint:

I am filing this complaint because Shuffle.com has refused to process my $600 withdrawal for over 13 weeks, despite successfully completing all KYC verification steps, including:

ID upload

Proof of address

Liveness verification

I deposited $100, wagered over $40,000, and played fairly without breaking any terms or triggering any risk flags. The withdrawal has been stuck in "in review" status for months with no clear updates, and all attempts to communicate have failed.

I have:

Chatted with their support over weeks (I have full transcripts)

Emailed their support (no reply)

Been blocked from the live chat without explanation

They continue to delay without justification, while my account is fully verified and in good standing. I have also submitted an official complaint to the Curaçao Gaming Control Board, and I am now turning to your platform for public help and exposure.

This behavior appears to be intentional delay or bad faith.

What I want:

I demand that Shuffle.com immediately pays out my $600 balance or provides a transparent explanation with a firm resolution date.

I am ready to provide:

Full chat logs

Screenshots of my verified KYC

Proof of wager volume

Email correspondence

Complaint copy sent to the Gaming Authority

Please help ensure they are held accountable.

Thank you for your support.

Dear hornyikprojekt,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear hornyikprojekt,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dominika.

Nothing happened.

Dear hornyikprojekt, please allow me to ask you a few questions, so I can understand the whole situation completely.

Is your withdrawal request from April 26 still under review?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? 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.

Dear Dominika,

Yes, the withdrawal request is still under review.

I have tried to make withdrawals before, but they were unsuccessful.

I did not use any bonuses.

I have saved the conversation with the casino and attached it to an email with screenshots.

Best regards,

David

I sent everything to the email address. If anything else is needed, I’ll be happy to provide it.

Dear hornyikprojekt, would you be able to provide any recent communication with the casino regarding your April 26 withdrawal request? So far, I’ve only received chat logs from February. Any updated messages would be helpful.

Have you contacted the casino again recently to check whether they may still require any additional verification or documents from your side?

Could you please confirm whether your gameplay was exclusively on casino games or if you also placed any bets in the sportsbook section?

Dear Dominka:

I’m no longer able to get in touch with the casino, as I only receive an automated response every time. They are no longer communicating with me. I also sent them an email, but I haven’t received any reply.

There were also sports bets involved — a total of 26 bets.

Only this message.

Thank you very much, hornyikprojekt, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 hornyikprojekt,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Shuffle Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Hi Jana, we've updated you over email, thank you.

Dear Shuffle Casino representative,

please provide us with the information here or via email. I haven´t received your reply to my email.

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.

Hi hornyikprojekt, upon further review with our provider and our team, your withdrawal will be processed. Please proceed to your page on Shuffle and initiate a new withdrawal, thank you.

Dear Team, thank you for your assistance. I'm happy to confirm that the withdrawal was successful. I appreciate your support throughout the process.

Dear hornyikprojekt,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru