Shuffle Casino - Povlačenje igrača je odloženo.

Since I requested a withdrawal on September 16th, the transaction history still shows the withdrawal as "Under review" and has been delayed.

We also submitted and cleared all level 3 KYC and liveliness checks required by the management.

When I contact live support, I just get a standard response and nothing happens. I'm being ignored.

I am in a very difficult situation and would appreciate some help.

You can provide screenshots of your withdrawal request and conversation with support as evidence.

thank you

9月16日に出金申請をしてから取引履歴では｢レビュー中｣の表示のまま出金が遅延されています。

運営から要求されたKYCもレベル3、ライブリネスチェックを全て提出しクリアしました。

ライブサポートに連絡しても定型文を返されるだけで何も進みません。無視されています。

非常に困っています。どうか助けて頂きたいです。

証拠として出金リクエストのスクリーンショット、サポートとの会話を提供出来ます。

よろしくお願いします

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 man7,

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.

• Have you made any successful withdrawals before?
• Could you please clarify whether you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Thank you for your reply.

I will answer the questions.

First, I have never been able to successfully withdraw money. This is my first withdrawal request.

Second, I have completed all steps of identity verification.

However, when I tell support about this, I only get a standard reply, which is frustrating.

Third, I have not used any deposit bonuses.

The photo shows the identity verification section and the conversation with live support.

I'm using a translator, so please let me know if there are any errors in the answers.

thank you.

返答ありがとうございます。

質問に答えます。

1つめ、出金は今まで1度も成功してません。これが最初の出金申請です。

2つめ、本人確認は全ての手順をクリアしました。

しかしサポートにそれをらを伝えても定型文の返事しか来ません、イライラします。

3つめ、入金ボーナス等は何も使っていません。

写真は本人確認の項目の欄とライブサポートとの会話です。

翻訳機を使っているので回答に不備がありましたら教えてください。

よろしくお願いします。

Sorry to bother you during your busy schedule.

When can I expect to receive a reply?

My withdrawal has been delayed for a long time and I am very worried...

お忙しい中すみません。

返信はいつごろ頂けそうでしょうか

長い間出金を遅延されていてとても不安でもので…

Thank you for your reply, man7. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

thank you for your reply

All withdrawal requests have remained in "review" status ever since they were submitted.

When I asked the live support in shuffle about withdrawals,

As shown in the image, only standard phrases are returned.

I also contacted the email address given by live support several times.

"This will take some time as our KYC compliance team manually reviews the documents you submit. We cannot provide an exact estimate on when this process will be completed, but we will contact you once it is complete or if we require any additional information."

It just returns the following boilerplate text.

I'm in a lot of trouble. Please help me.

返信ありがとうございます

出金リクエストは申請時から全てずっと｢レビュー中｣のままです

shuffle内のライブサポートに出金について聞いた際も

画像のように全て定型文しか返ってきません

またライブサポートで言われたメールアドレスにも何度か連絡しましたが

｢お客様が提出された書類を当社のKYCコンプライアンスチームが手動で確認するため、しばらくお時間をいただきます。このプロセスの完了時期について正確な見積もりはできませんが、完了次第または追加情報が必要な場合にご連絡いたします。｣

という定型文が返されるだけです。

非常に困っています。どうか助けてください。

Dear man7,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla (karla.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello man7,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Shuffle Casino into this conversation.

Dear Shuffle Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

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.

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. 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 might 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. In the meantime. The next step would be contacting the GCB Gaming Authority itself. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (karla.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Karla Mayfly

Dear all,

I would like to provide a public update regarding this complaint.

The player has contacted me directly to inform me that, after reaching out to the casino’s live support, the previously delayed withdrawal was unexpectedly processed and successfully paid out.

As the player has now confirmed receipt of the funds and no further issues remain, this complaint will be marked as resolved.

Thank you to all parties involved.

Dear man7,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru