Shuffle Casino - Povlačenje igrača je odloženo.

This was my first time playing shuffleCASINO.

After registering and completing the verification process, I received a bonus and started playing.

I won and applied for a withdrawal, but the money never arrived and I have not received a reply even after inquiring.

When I checked the complaints here, I found that there were many similar complaints, so I was disappointed that I had fallen for a fraudulent site.

However, I couldn't give up so I filed a complaint.

shuffleCASINOを初めてプレイさせて頂きました。

登録して認証を済ませてからボーナスをもらって遊んでいました。

勝利する事ができて出金申請したのですが着金しなくて問い合わせしても返事が全く届きません。

ここのクレームを確認したら同じようなクレームがおおかったので詐欺サイトにひっかかってしまったと落胆しております。

ただ諦められたないのでクレームは提出させて頂きました。

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Did you pass the verification before you requested the withdrawal?

Thank you in advance for your reply.

Best regards,

Kristina

Can you tell me exactly when you requested this withdrawal?

1 month ago

Did you pass verification before requesting a withdrawal?

When receiving a bonus, you must first complete the authentication process.

この引き出しをいつリクエストしたか正確に教えていただけますか?

1ヶ月前です

出金をリクエストする前に認証に合格しましたか?

ボーナスをもらう際に先に認証を終わらせています。

Thank you for your reply, Himikorada195. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Have you contacted the casino about this issue? If so, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Himikorada195,

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,
Kristina
Casino.Guru

We’ve reopened this complaint at the request of Himikorada195. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please give us a brief update? Has there been any news since your last message?

Dear Himikorada195,

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,

Kristina

Casino.Guru