Shuffle Casino - Povlačenje igrača je odloženo.

I made my first deposit after seeing an advertisement for a first deposit bonus.

I was able to use that money to play slots and win big dividends.

I have completed the wagering requirements and KYC, so I applied for a withdrawal.

Whether I waited a day or a week, the withdrawal never happened.

I got worried and inquired about it, but never got a reply.

I believe this response is dishonest and simply fraudulent.

I don't know what to do so I'm going to file a complaint.

初回の入金ボーナスの広告を見て初めて入金してみました。

その資金でスロットを遊んで大きな配当を得る事ができました。　

賭け条件も終わらせkycも完了したので出金申請したのですが

1日待とうが1週間待とうが出金されませんでした。

心配になり問い合わせしても返事すら返って来る事はありませんでした。

この対応はさすがに不誠実でただの詐欺行為にあたるとおもいます。　

どおすればいいかわからないので今回クレームを提出させて頂きます。

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 ootani0705,

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

• Could you please specify how many days ago was your withdrawal requested?
• Is your withdrawal still displayed as "pending"? If so, could you please attach a screenshot of your withdrawal?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

Please check the image.

画像で確認お願いします。

Dear ootani0705, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

No withdrawals have ever been made

I played slots

No response from the casino

Dear ootani0705,

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, Hadi (hadi.a@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,

Attila

Dear ootani0705,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Shuffle Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Shuffle Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Thanks, Hadi.

I have emailed you evidence that this player is systemically abusing Shuffle bonuses and violated our terms of service.

If there's anything else you need, just let me know.

Dear Shuffle Casino,

I would like to confirm that I have received your email. Thank you for your cooperation. I will review the information and get back to you as soon as I have further insights to share.

Dear ootani0705,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Hadi