Shuffle Casino - Povlačenje igrača je odloženo.

I won about $20,000 on a site called Shuffle Casino, but they are not processing my withdrawal!

I really want to withdraw the money, so please help me!

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 miyano26,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I have never successfully received a withdrawal from Shuffle Casino despite submitting withdrawal requests.

My KYC verification has already been completed.

The bonus in question is the $1000 100% Welcome Bonus.

Hello miyano26,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, miyano26. 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.

​I am attaching the screenshots showing the current status of my withdrawal requests.

​I have also forwarded all the relevant correspondence between me and the casino to your email.

​Thank you for your help.

Dear miyano26,

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, Munya (munya.s@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

Dear miyano26,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Shuffle Casino to join this conversation and assist in addressing the complaint.

Dear Shuffle Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant 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 there Munya - thank you for extending the time.

We have emailed you directly regarding this.

If there's any further info you need, just let me know.

Shuffle Casino

Thank you for the email. I have replied and kindly ask you to review my response at your earliest convenience.

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.

miyano26

Thank you for your patience in waiting for an update on your case.

I have been in communication with the casino via email to facilitate the resolution of your matter. In my most recent correspondence, I learned that the casino reached out to you on November 25, 2025, to seek clarification on certain aspects related to their compliance review. Unfortunately, it appears that the requested information has not yet been provided, which, as communicated by the casino, has resulted in a restriction on your account. From both the casino's perspective and my own, this situation presents challenges in processing your withdrawal requests. I would greatly appreciate your comments on your failure to provide the requested information.

There were certain parts of the information provided by the casino that I did not fully understand, which led me to believe—mistakenly—that I had already completed the submission process. Furthermore, as I was subsequently unable to establish contact with the casino, the matter has remained unresolved until now. I apologize for the trouble this has caused. I intend to resubmit the necessary materials. Could you please let me know once again exactly what is required?

miyano26

Thank you for your response. I kindly encourage you to reach out to the casino through their live chat or email for any clarifications you may require. Also revisit the casino's 25.11.2025 communication for reference. It would be greatly beneficial to do this as soon as possible. Kindly update me once you get in touch with the casino.

I have responded to Shuffle Casino. I reviewed my emails from that time and cross-referenced them with my recollections; to the best of my knowledge, I submitted every document I was able to provide at the time. However, Shuffle Casino failed to send a single reply, leaving me with no further recourse. I still retained the email correspondence I had with WinningZ Casino back then, and I have since successfully submitted it to Shuffle Casino. I find it highly unreasonable—and frankly, improper—that they would request additional documentation only after a significant amount of time has passed, once memories have faded and it has become difficult to retrace past events. I sent communications on November 25, January 10, and March 24, yet I was completely ignored via email. Furthermore, regarding inquiries made directly through the website's contact system, I was ignored repeatedly, no matter how many times I reached out. After treating me in such a manner—and only bothering to contact me once I sought advice from the community—they suddenly did an about-face and attempted to portray *me* as the one at fault; this is nothing more than an attempt to deflect responsibility. To everyone in the community: please do not be deceived by Shuffle Casino's conduct.

I would like to take this opportunity to address an inquiry directly to Shuffle Casino. I take pride in the fact that I have, time and again, responded to your inquiries with the utmost sincerity. However—and this is based on my review of our email correspondence—the issue regarding my interactions with "WinningZ," which you have raised this time, is something I am hearing about for the very first time. To request additional documentation after such a significant amount of time has elapsed is unreasonable. It is not merely a matter of certain sites having shut down; there are even casinos from which I have already completed the formal account closure procedures. Given that you are now requesting documents of a specific nature—documents that are exceedingly difficult to procure—I honestly do not know if I possess any further materials that I could possibly submit. Why did you fail to respond to me during the entire period I was actively attempting to contact you? Do you not realize that your handling of this matter is precisely what has made the submission of the requested documents so difficult? Or—as I alluded to earlier—are you deliberately employing a "delay strategy" designed to overwhelm an individual user, forcing them to give up in frustration and thereby preventing them from ever successfully withdrawing their funds? I await your response.

Shuffle Casino

Your feedback regarding the player's submission would be highly valued, particularly in relation to the concerns mentioned in your most recent email. The player asserts that they have not received a response from your end, while you indicate that there is insufficient evidence from the player, suggesting that a communication exchange has indeed occurred.

We would like to clarify that, as part of our review, we requested additional source of funds information specifically to verify the origin of the deposit made to the account.

While the user provided several screenshots of email correspondence with the Winningz platform, the submitted materials did not include sufficient transaction details to verify the origin of the funds deposited into the account on our platform. Additionally, although the user stated that Winningz was no longer operational and that records could not be obtained, we verified that the website remains accessible.

Our investigation identified blockchain links between private wallet used to fund the account in question and private wallets used to fund other accounts on the platform. These accounts were used to repeatedly claim the First Time Deposit Bonus, which constitutes a breach of Shuffle’s Terms of Service and bonus terms.

Accordingly, the matter has been handled in accordance with the platform’s Terms of Service, and the account will remain restricted.

WinningsZ has, in fact, ceased operations specifically for the Japanese market. Why would you tell such a lie without even bothering to conduct a proper investigation? Furthermore, while you brought up the subject of blockchain, cryptocurrencies are, in practical terms, synonymous with money. I also fail to see what exactly is problematic about the act of sending money between friends—an activity that constitutes a routine part of long-term economic interaction. Moreover, I utilize my wallet for my daily living expenses.

Dear miyano26,

Unfortunately, the casino has provided clear and compelling evidence supporting its decision. Based on the documentation and data reviewed, there is no reasonable basis to dispute the casino’s findings. Consequently, we are obliged to close this complaint as rejected, as the casino’s actions appear to be fully in line with the Terms and Conditions accepted upon registration.

Please rest assured that, as an independent party, we have carefully and thoroughly examined all submitted information. Our decision is based strictly on verified evidence and an objective assessment of the facts, without any external influence or assumptions.

I understand this may not be the outcome you were hoping for, and I am sorry that we are unable to assist you further in this matter. Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us — we are always here to help.

Kind regards,

Munya