Shuffle Casino - Samoisključenje igrača nije ispoštovano.

Hi Team,

I did a self exclusion, which followed after a cool down of 24 hours. Once I did self exclusion of 6 months, I emailed requesting it to be permanent due to a gambling problem. However, they did not do it. It has been 6 months, and I was able to log in today and ended up losing $700 cad in litecoin.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is not yet closed, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Shuffle Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@shuffle.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear sati725,

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.

It’s still accessible.

I have and they won’t help me properly.

I will share them!

the last time was the day of this complaint.

they told me they will not refund me.

Thanks for your reply.

So far, I haven't received any evidence from you requesting self-exclusion in this particular casino due to gambling problems.

Have you sent any supporting evidence to me?

Please send it to me as soon as you can.

My email is tomas@casino.guru

I apologize for the inconvenience.

Dear sati725,

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,
Tomas
Casino.Guru

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

Message from the player:

Hello,

I’d like to provide an urgent update regarding my ongoing complaint against Shuffle.com.

The situation has actually gotten worse.

Despite my repeated requests for self-exclusion and an IP ban, I am still able to create new accounts and deposit using the exact same crypto address, IP address, and personal information. In the last 36 hours alone, I’ve been able to deposit multiple times and open several new accounts — the latest under the name Hermannijs.

This clearly shows that the casino has no effective responsible-gambling protections, no KYC verification, and no technical system in place to enforce exclusion. It is allowing self-excluded players to deposit again and again using the same payment and connection details.

I am asking that this be added to my complaint record and that Casino Guru follow up with Shuffle.com regarding these new breaches.

My request remains a refund of all deposits made after my original self-exclusion request and a confirmation that my access will finally be blocked at every level.

Thank you for updating the case and continuing to assist. I’d really love to reopen my case as I have new evidence which I can email

Kind regards

Sorry to hear about the developments of your issues with the casino.

I haven't received any evidence from you requesting self-exclusion in this particular casino due to gambling problems.

Please send it to me as soon as you can. Include any evidence to support your claims regarding the recent developments.

My email is tomas@casino.guru

Please update the amount as from $700… to $7,000 or more.

I was able to deposit another $400 today under the same address, payment address house address name everything information and lose.. this is getting insane. Please help talk to them.

I was able to deposit again today under the same address same name same Xrp address as well as Avax address. I’ve been begging them for help. They direct me to email and never reply… this is getting crazy for my mental health.

I sent you evidence and an email my name on the new account same info was dbizz85

I was able to make another account and deposit and withdraw over 10 times in 2 days. This is crazy it was under the same information different email… this is getting insane and the same wallet information as always. Same wallet addresses. This is getting too much for my own mental health.

Actually please delete my last message and look at emails Tomas. It has all the evidence it’s all the same information and I went above and beyond recording before and after.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

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 sati725,

It’s a pleasure to e-meet you. My name is Kubo, 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,

I am writing to request a comprehensive explanation regarding this case. Specifically, please clarify:

1. The reasons why the player’s account remained active despite multiple self-exclusion requests and explicit declarations of a gambling problem; and
2. How the player was able to create new accounts using his own personal information, which should have already been linked to the previously self-excluded account.

A detailed and transparent response addressing these points is essential to ensure a fair, responsible, and accountable resolution of this matter.

Thank you in advance for your cooperation and prompt attention to this issue.

Best regards,

Kubo

Hi CasinoGuru – Thanks for the opportunity to respond here.

We have reviewed this complaint and can confirm that our responsible gambling procedures were correctly followed. Self-exclusion has always been available both through our customer support team and via the on-site self-exclusion tool, which allows players to immediately block access to their accounts at any time. These options are provided in accordance with our Responsible Gaming and Self-Exclusion Policy (Terms of Service, Section 16).

In the case of the account Sidhu25, self-exclusion was applied immediately upon the user’s request.

It should also be noted that the player has reported creating multiple accounts, which is against Shuffle’s Terms of Service. When these were reported, they were closed immediately. Additionally, the account Sidhu25—which has remained closed since self-exclusion—was the only account associated with an uploaded identity document. None of the other accounts the individual claims to have operated have completed this verification step.

With respect, I strongly disagree with Shuffle Casino’s explanation.

This situation isn’t simply about "multiple accounts" — it’s about a failure of responsible-gambling protection and account monitoring that led to serious harm.

I repeatedly registered using the same personal details, same crypto information, and same address, which other casinos automatically detect and block within minutes. Shuffle, however, let me play freely for days across multiple accounts, even after I had clearly stated that I had a gambling problem and asked to be banned.

I made responsible-gambling requests for help and limits, yet was still allowed to create new accounts and deposit thousands more.

The claim that only one account was verified is irrelevant, a responsible operator should link and restrict accounts with matching identifiers as soon as any self-exclusion or gambling-risk flag exists.

My accounts were only closed after over $12,000 in losses, without any explanation, refund, or support.

This was a serious responsible-gambling failure, and I’m asking Casino Guru to recognize that the casino ignored repeated pleas for help and failed to act on information that any properly monitored system should have flagged immediately. I am requesting a refund of losses made after my first responsible-gambling request, and confirmation that all linked accounts are permanently closed.

Also, they have all my videos and proof of everything just a heads up. Especially with the deposits in between the videos. Please help me casino guru I’ve lost thousands more. It’s becoming a lot for me to handle I need a permanent solution.

Hi Casino Guru Team,

Please see attached emailed videos outlining the troublesome qualities of the casino Shuffle. I’ve lost over $20,000 at this point and received no real fix just a lot of lies and blame game. If they really cared about there customers they would help them self exclude and stay that way.

Sincerely,

sati.

Furthermore, you state they were closed immediately? How about the videos of me depositing hours later under the same information always?

Thank you for reviewing my case.

I completely disagree with Shuffle Casino’s claim of "no wrongdoing." The facts of my case clearly show that their responsible gambling and anti-fraud systems failed in multiple ways.

Over time, I was able to open and use over 20–30 different accounts, all funded from the same cryptocurrency wallet addresses — mainly Solana, but also Litecoin (LTC), Avalanche (AVAX), and XRP. These are unique, traceable wallet addresses that unmistakably belong to the same person.

Despite this, Shuffle Casino never detected, restricted, or blocked these wallets, and continued to accept deposits and bets without performing KYC verification or any form of responsible-gambling check. Their system allowed me to lose more than $20,000 USD, even though their Terms of Service explicitly prohibit multiple accounts and their Responsible Gambling Policy claims to monitor high-risk behaviour.

It’s unreasonable for a licensed operator to allow dozens of accounts linked to the same payment sources. This shows a systemic failure of both responsible-gambling measures and AML procedures. Shuffle’s lack of detection and intervention directly enabled ongoing losses that should have been prevented.

I’m therefore asking Casino Guru to reconsider this case and take into account the following key points:

All accounts were funded using the same or identical crypto wallet addresses.

Shuffle’s own terms prohibit multiple accounts, which were clearly violated without detection.

No KYC or responsible-gambling intervention was ever enforced despite the repeated pattern.

The operator benefited financially from these failures.

I’m providing transaction hashes and screenshots to verify the repeated use of the same wallets and deposits across accounts. I believe these facts demonstrate clear negligence and a breach of Shuffle Casino’s duty of care toward responsible gambling.

Thank you for your continued review of this matter.

Sincerely,

Sati.

It’s extremely alarming that I was able to deposit and withdraw over 15 times on a recorded video using the same personal and crypto information that was already self-excluded. This clearly proves Shuffle Casino’s system allowed continuous gambling activity under data that should have been fully blocked a major responsible-gambling and compliance failure.

Dear Shuffle Casino,

In paragraph 5 of your Responsible Gambling section, you state:

"During any period of self-exclusion, regardless of which option you selected, it will not be possible to re-enable your account for any reason, and we will also take steps to detect and close any new accounts you may try to open."

Could you please clarify what specific steps you refer to here, and what actions were taken in this particular case? As the player is still able to create new accounts using the same personal details and the same funding sources, it appears that the current measures are not sufficient to meet the standards outlined in your own responsible gambling policy.

Thank you for your cooperation.

Hello Casino Guru team,

Thank you so much for the questions you asked Shuffle Casino to explain what "steps" they take to detect and block new accounts during a self-exclusion and they have not replied at all.

This is concerning, especially because the issue is not complicated:

I was able to create multiple accounts, reuse the exact same crypto wallets, and deposit/withdraw many times after being self-excluded, even though their own Responsible Gambling policy states they "take steps to detect and close any new accounts."

Their silence for almost a week strongly suggests that either:

No such protective steps actually exist, or

They cannot justify why these measures completely failed in my case.

Meanwhile, I have suffered more than $22,000 in losses after clearly stating I had a gambling problem and needed protection.

I appreciate your time so much in this situation.

Thank you again for your help and fairness in reviewing this case.

Hello Casino Guru team,

I am reporting an extremely serious update.

Today just hours after my last message, I was able to create yet another new account under the same personal details and, again, using the exact same crypto wallet that is tied to all of my previously self-excluded accounts.

Despite everything already reported in this complaint, Shuffle Casino still allowed me to deposit and lose another $1,600 today alone. This proves beyond any doubt that their responsible gambling measures and their "steps to detect new accounts" are not functioning at all.

This is now an ongoing and active failure of their self-exclusion system, and it is causing continued financial harm even after I have clearly stated my gambling addiction many times.

I urgently request Casino Guru to step in, as the casino is not only failing to respond but continues to allow me to open accounts and deposit using the exact same wallet and personal identifiers, which should be impossible under any responsible gambling policy.

Thank you for your immediate attention.

Please mark the one with my information sensitive thank you!

Hello CasinoGuru Team,

I’m following up because it has been several days since you asked Shuffle Casino to clarify what specific steps they took to detect and block new accounts after my self-exclusion. Unfortunately, Shuffle Casino has still not responded to your inquiry.

During this period of silence, the situation has actually become more alarming. Today alone, I was able to create yet another new account using the exact same personal information and the exact same crypto wallet linked to all previous accounts, and I lost another $4,000. This brings the total losses to more than $22,000 in the past few weeks across multiple accounts created after I self-excluded.

This occurred after your public request for clarification, which shows that Shuffle Casino’s responsible gambling detection systems are either not functioning or not being enforced. Their Terms clearly state:

"We will take steps to detect and close any new accounts you may try to open during self-exclusion."

Yet more than 10 accounts were opened after my exclusion request, all sharing identical identifiable information and an identical funding source. Despite this, Shuffle allowed repeated deposits and substantial losses—even on days where I stated directly that I had a gambling problem and needed to be banned.

Most reputable casinos immediately flag accounts with matching names, addresses, devices, or payment methods. Shuffle Casino continued allowing these accounts to operate, even after being made aware of the issue in this very complaint thread.

Given the size of the losses, the repeated failures to block accounts, and the fact that Shuffle Casino has not responded to your last message, I respectfully request that this case be escalated. It is clear that their responsible gambling safeguards have not prevented harm—even after the problem was brought to their attention.

Thank you for your continued assistance. I am ready to provide any further documentation needed.

We do take measures to prevent individuals from creating new accounts. These measures are internal and not publicised, as doing so would risk providing guidance on how to circumvent them.

Regarding the account Sidhu25, we can confirm that this individual only uploaded their identification documents on the Sidhu25 account. These documents were not uploaded or verified to Level 2 on any of the other accounts they have disclosed.

We can also confirm that our policies were followed, and we believe this individual is acting in bad faith in an attempt to claim gambling losses that are not associated with their original account. I would encourage CasinoGuru to review this individual's complaint history for any patterns that may seem evident.

Hello CasinoGuru team,

Thank you for continuing to look into this. I would like to respond to Shuffle Casino’s latest message, because several of their statements are not accurate and do not address the core issue.

1. Their entire defense is that I did not upload my ID on the other accounts.

That is exactly the problem. I opened 10+ accounts, all using:

The same device

The same IP/location

The same crypto wallet addresses (SOL, LTC, AVAX, XRP)

The same withdrawal wallet

The same phone number or variations of my number

Same address, and wallet addresses

Same names

Same city, address

Despite all of this, and despite the fact that they claim to have "internal measures," I was still able to deposit over $22,000 in a few weeks, including $4,000 just today alone, all after the complaint was already being reviewed. They are all from the same Solana an AVAX addresses and ltc.

If their internal systems were functioning, I should not have been allowed to make any further deposits on any account — especially not after losing this much.

2. Their claim of "bad faith" is unfair and incorrect.

If I intended to hide or commit fraud, I would not keep using the exact same blockchain wallet repeatedly on every account.

Crypto transactions are transparent — they can clearly see they all come from the same source.

No fraudulent gambler uses the same wallet 10+ times.

The reality is simple:

Their system allowed it.

They accepted every deposit without question.

This is a responsible-gaming and KYC failure on the casino’s side, not mine.

3. I was not trying to claim unassociated losses — I am trying to show a pattern of irresponsible acceptance of deposits.

Every deposit — whether on account 1 or account 10 — came from the same person, the same wallet, the same device, which they could easily verify.

They should not be accepting unlimited deposits from unverified accounts after seeing so many repeat signups from the same source.

4. The casino ignored the question asked by CasinoGuru.

CasinoGuru asked Shuffle Casino:

"What measures did you take to stop this from happening?"

Shuffle’s response did not answer that.

They only claimed they "have internal measures" but won’t disclose them — while at the same time those measures clearly failed, as I continued depositing thousands even today, after their statement.

5. I am NOT asking for all losses. I am asking for accountability for deposits they should never have allowed.

At a minimum, I am asking for Shuffle Casino to acknowledge:

Their system allowed repeated new accounts

They accepted deposits from the same wallet repeatedly

They did not block or restrict me despite massive losses

They allowed continued gambling even after this dispute was filed with the same crypto wallets as before and I’ve sent evidence of that.

And to refund the amounts deposited during periods where responsible-gaming and anti-multi-account protection clearly failed.

6. I am willing to provide transaction IDs showing the same wallet was used on every single account.

This proves undisputedly that Shuffle Casino allowed the same person to deposit thousands repeatedly across new accounts.

I want to make something very clear: I am not looking for free money. I am asking for a refund because Shuffle Casino repeatedly failed to apply their own responsible gambling protections, even after I told them multiple times over months that I had a gambling problem and needed help.

Shuffle claims they have "internal measures" to stop new accounts, but the facts show otherwise. I was able to create 30+ accounts, deposit and lose over $22,000 CAD, and use the exact same crypto wallets and same information every single time without being stopped. That is not a player acting "in bad faith" that is a system that failed to protect someone who clearly needed intervention.

If I were acting in bad faith, I would have stopped depositing once I filed my complaint. Instead, due to the addiction I openly disclosed to them, I continued gambling, including another $4,000 lost in a single day, and even when I briefly won something, I lost it right back. That is exactly why responsible gambling systems exist to protect players like me from this exact spiral.

I repeatedly asked Shuffle to block me. I repeatedly stated I had a gambling problem. I repeatedly used the same payment methods. Yet they allowed me to keep opening new accounts, depositing, and losing more money.

I am simply asking Shuffle to take responsibility for the fact that their safeguards failed and to refund the losses that occurred after I self-excluded and after they were fully aware of my gambling addiction.

Dear Shuffle Casino,

Given the circumstances, I do not believe that providing guidance on how to circumvent measures is a concern - simply because such measures do not appear to exist. You state that you have protective systems in place, yet the facts indicate otherwise. The player is still able to create new accounts using the same personal details and payment information. This strongly suggests that no effective safeguards are implemented on your side.

Please keep in mind that player protection does not end with closing the original account. It also includes preventing the creation of new accounts - something you claim to enforce, but which is clearly not happening in practice. If the player had used fake personal data or completely different payment methods, the situation would be different, as you would have no reliable way to detect and stop the abuse. However, in this case you possess all the necessary information to match the user’s details and block any new accounts before additional deposits and losses occur.

Since you believe that the player somehow managed to bypass your supposed measures, I kindly ask you to provide a relevant explanation along with evidence - specifically, how the player allegedly circumvented these controls and why your stated measures failed in this instance. You may provide the explanation publicly here, or privately to my email: jakub.m@casino.guru.

Thank you.

I want to restate the key issues in this case, because Shuffle Casino continues to ignore the main facts:

Every single one of the 30+ accounts I created used the exact same payment methods, the same wallets, and even the same withdrawal destinations.

Not only was I able to deposit using identical financial details each time, but I was also able to withdraw multiple times to the very same wallets. This alone proves that the casino had full visibility of repeated matching financial information across numerous accounts.

In the online gambling industry, payment-method matching (for both deposits and withdrawals) is one of the strongest indicators of duplicate accounts, and it is one of the easiest for operators to detect. Any casino claiming to enforce responsible gaming, anti-fraud, or AML controls should have immediately flagged and blocked new accounts using the same cards, the same wallets, and the same payout destinations.

Shuffle Casino failed to do this at every stage.

On top of that, not once did Shuffle Casino request KYC verification, even on accounts active for days or handling repeated transactions. As shown in the video evidence I provided, I was allowed to deposit, gamble, and withdraw across multiple accounts without ever being asked for identity verification—something that reputable operators require very early, especially with repeated deposits and matched financial instruments.

A legitimate casino would have blocked or reviewed accounts based on:

repeated use of the same payment methods

identical withdrawal wallets

matching personal details

device or IP fingerprint similarity

responsible-gambling risk indicators

missing or overdue KYC checks

Shuffle Casino did none of this. Their system allowed me to continue creating accounts, depositing money, playing, and even withdrawing funds without any intervention or verification.

Therefore, the claim that I "circumvented" protections is simply false. There were no effective protections in place to circumvent.

If Shuffle Casino truly had the safeguards they claim to have, the repeated use of:

(1) identical deposit methods,

(2) identical withdrawal wallets, and

(3) zero KYC checks

would have been impossible.

That is why I maintain that the losses occurred due to Shuffle Casino’s complete failure to enforce basic responsible-gaming, AML, and KYC requirements—not due to any misconduct on my part.

I fully support Casino Guru’s request for Shuffle Casino to provide proof of their supposed protective measures and a clear explanation for why those measures did not trigger even once despite the identical payment methods, identical withdrawal wallets, and the total absence of KYC verification.

Hi Kubo - I've just emailed you.

Thanks.

Hi Kubo,

please see my evidence I just sent you. There lying about anything they honestly say at this point. That itself proves it.

Hello, just an update on my situation:

I have now sent Shuffle Casino full video evidence showing that I was able to create 30+ accounts and deposit/withdraw over the last 4 days using the same personal information and the exact same crypto wallet addresses.

This is a clear failure of their responsible-gambling and duplicate-account controls. Even after attempting self-exclusion, I was still able to open new accounts and continue depositing without any restriction.

All of this evidence has been emailed directly to the casino, and they have been informed that it has also been submitted here to Casino Guru. I am posting this update so that everything is fully transparent for the mediator.

Thank you, and I’ll provide any further information if needed.

Hi,

Since October 14 2025, I’ve lost over $25,000 CAD to there site. I am requesting they work out a deal and refund me my deposits that were not protected by their site. As well as adding a fix for future players not to go through this and myself. I don’t ever want to go through this again with there site.

Dear sati725,

After thoroughly reviewing all materials provided by both you and the casino, we have reached the following conclusion:

Your statements regarding using the same personal information for every account created at Shuffle Casino have been proven incorrect. The casino has provided clear and indisputable evidence showing that you repeatedly created accounts using false information or by completing personal details only after depositing via cryptocurrency.

To be more specific, this pattern was also present in your complaint against Casinobet Casino submitted on August 22, 2025, where you created multiple accounts, deposited without providing any personal details, and then filled in the information afterward - often using incomplete or fabricated identities.

To date, you have submitted 47 complaints on our platform. Most of these had to be rejected due to insufficient evidence, confirmed misuse of casino services, ineligible refund requests, or a lack of further communication from your side. Our position on self-exclusion-related cases has been explained to you repeatedly, yet these same patterns continue to recur.

In addition, you have repeatedly contacted our team with numerous emails alleging wrongdoing by casinos, while the information you provide often contradicts verified records or omits key details. This behavior significantly burdens our team and negatively impacts our ability to assist players with legitimate issues.

Please be aware that, due to the continued misuse of our complaint system and repeated submission of unfounded claims, we are seriously considering issuing a permanent ban on your account. Our resources must be used effectively to support players who genuinely require assistance, and ongoing patterns of misuse cannot continue.

Please understand that while we strive to assist every player who genuinely needs help, the continued submission of complaints without basis places an unnecessary burden on our team and diverts attention from users who require immediate and legitimate support.

To reiterate once more, clearly:

• When you create new accounts using false or incomplete personal information, the casino has no way to recognize you.
• When deposits are made via cryptocurrency, the casino only generates a deposit address or QR code for the transaction. The player sends funds to that address, and the casino receives the transaction on the blockchain without any personal identifiers. The casino cannot see who owns the sending wallet, nor can it link the transaction to any previous account you may have created.
• If you deposit before filling in personal details - or fill the profile with invented information - the casino is still unable to link the account to you.

Given all of this, your claims regarding failed self-exclusion cannot be supported.

We welcome your response; however, please be aware that we need to ensure our resources are used effectively for players who require legitimate assistance.

Dear Casino Guru Team,

I acknowledge your response and I understand the points you are raising regarding cryptocurrency deposits and incomplete personal information. However, there are still two critical facts that directly contradict the conclusion being presented:

1) I was able to withdraw repeatedly to the exact same cryptocurrency wallets across multiple Shuffle Casino accounts.

While it may be true that deposit-side blockchain transactions do not immediately identify a wallet owner, this limitation does not apply in the same way to withdrawals. Once a withdrawal destination is saved, reused, and paid out to across multiple accounts, that wallet becomes a consistent, trackable financial identifier entirely within the casino’s internal system.

In my case:

The same wallets were used for multiple withdrawals

These withdrawals were approved and processed

They were accepted across numerous accounts

And this occurred without any KYC being requested

This alone contradicts the claim that the casino had "no way to link" the accounts.

2) I have video screen recordings showing me depositing and withdrawing with full personal information already filled in.

These videos directly show:

Registered accounts with completed personal details

Successful deposits

Successful withdrawals

And continued access without restriction or KYC

So the statement that I was only using fabricated or incomplete identities in all cases is not accurate, and this is demonstrably proven by the screen-recorded evidence I submitted.

For clarity:

I am not disputing that some accounts may have had details added later. What I am disputing is the claim that all accounts were unidentifiable, untraceable, or unlinked—because both:

identical withdrawal wallets, and

video proof of fully completed profiles with successful transactions

directly contradict that conclusion.

Based on this, I respectfully maintain that the casino did in fact possess sufficient technical and financial identifiers to trigger internal reviews, restrictions, or KYC checks—but failed to do so.

I am posting this to ensure the factual and technical record is accurate.

Thank you for your time,

S

Dear Casino Guru Team,

As a follow-up, I also want to clearly state that I have already sent you multiple screen-recorded videos by email showing exactly what I am describing. These recordings visibly show:

Accounts with completed and accurate personal information

Successful deposits

Successful withdrawals

And continued access without KYC or restrictions

These videos directly verify my statements and directly contradict the claim that all activity was based on fabricated or incomplete identities. I respectfully ask that these videos be fully reviewed, as they are primary evidence and not assumptions.

I also feel compelled to say that the tone of the latest response and the immediate acceptance of the casino’s version—despite this direct video proof—feels fundamentally unfair to me as a player. I am not asking for blind support; I am asking for a balanced and fact-based evaluation of all evidence, including the recordings I have already provided.

My intention here is not to misuse your platform, but to have the full technical reality of what occurred evaluated accurately and impartially.

Thank you for your time and for reviewing the submitted video evidence.

Sati.

Dear Casino Guru Team,

It has now been a few days without any response, and I am politely requesting an update on my case.

I want to stress again that the same withdrawal wallets were used across multiple accounts. This is not speculation this is a verifiable fact visible on both the blockchain and within the casino’s internal records. No matter what information was filled in afterward, the reuse of the same withdrawal wallets is a direct, technical link that the casino had full access to. That point has still not been addressed at all.

Additionally, I sent multiple screen-recorded videos to your team by email that clearly show:

accounts with complete and accurate personal details

deposits being accepted

withdrawals going through to the same wallets

no KYC checks being asked

and my access continuing without any restrictions

These videos confirm exactly what I have stated. Yet they were not mentioned or acknowledged in your last reply, which makes me feel like crucial evidence is being overlooked.

I fully understand the need to filter misuse of your platform, but in this case, the core technical facts are being ignored, and the casino’s narrative is being accepted while my actual proof is not being addressed.

All I am asking for is a fair and balanced evaluation of the evidence I have already provided, especially the video recordings and the identical withdrawal wallets across accounts.

Could you please confirm that the videos have been reviewed and provide an update on the case?

Thank you,

S

Dear Casino Guru Team,

I want to clarify the key technical facts that have not been addressed in previous responses:

Same withdrawal wallets across multiple accounts

Regardless of whether crypto deposits are "anonymous," every withdrawal went to the same wallets repeatedly.

This is a direct, trackable identifier within Shuffle Casino’s control, and no internal review or restriction was triggered.

Video evidence of completed profiles

I have submitted screen recordings showing accounts with full, accurate personal details.

These videos also show deposits being accepted and withdrawals processed, all without any KYC requests.

No KYC checks or account restrictions

Accounts remained active for days despite multiple deposits and withdrawals, without any intervention.

This demonstrates a clear failure of responsible-gaming and anti-fraud safeguards.

These points directly contradict the claim that all accounts were unidentifiable or used fake information. Shuffle Casino had sufficient information — repeated withdrawal wallets, transaction history, and completed profiles — to link accounts and prevent further losses, but failed to do so.

I respectfully request that this technical evidence be properly reviewed and considered in evaluating my complaint.

Thank you,

S

Hi Kubo,

I’m writing as a serious and urgent follow-up to my ongoing complaint.

Since my last submission, I have once again been able to create new accounts at Shuffle Casino using the same information and the same payment methods, and I have incurred an additional loss of $2,750 CAD over the past few days alone.

This is despite the fact that I previously sent screen recordings and videos showing deposits and withdrawals made under completed profiles, using the same wallets and payment details. I have also provided evidence both before and after these losses demonstrating that the casino’s systems continue to allow duplicate accounts without any meaningful safeguards.

At this point, the issue is ongoing and escalating. I am still able to create multiple accounts, deposit, and lose funds, which strongly indicates that no effective preventative measures are in place — despite the casino’s claims. The continued ability to do this contradicts the position that the casino had no way to identify or block repeat activity.

This situation has had a severe financial and personal impact on me, and I am asking that my case be reviewed with full consideration of the technical evidence already provided, including the videos and transaction history. The losses are continuing precisely because the same failures remain unaddressed.

I respectfully ask that you please review the evidence I’ve already sent, as it directly supports what I am stating and shows that this issue is not theoretical — it is actively happening.

Thank you for your time and attention. I genuinely appreciate the work Casino Guru does and hope this matter can be examined thoroughly.

Look how dismissive they are. They even go as far as saying we cannot ip ban and then say access games this way. They want me to lose more and more.

Dear sati725,

Thank you for providing the videos and for your continued communication. We have carefully reviewed all the materials you submitted.

While the videos do show deposits being made shortly after registration, our investigation has identified serious inconsistencies. Specifically, we have reasonable grounds to believe that the account details on these accounts were completed only after the deposits were made. This pattern aligns with cases we have previously investigated and documented, and it significantly undermines the claims presented in your complaint.

We want to be very clear that our intention has always been to help you. However, despite repeated recommendations, you have continued to create new accounts and incur further losses, while disregarding the responsible gambling tools and safeguards offered to you. Additionally, we cannot support or facilitate attempts to achieve no-risk betting through the complaint process.

Regrettably, we must also note that important facts were omitted from your submissions, and certain statements provided to us were demonstrably untrue. This lack of transparency leaves us with no alternative but to reject your complaint as unjustified.

That said, your well-being remains a priority for us. We strongly encourage you, once again, to seek additional support.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

If you are struggling with gambling addiction, reaching out to someone and seeking professional help can be a crucial step toward recovery.

Based on your location, here’s a list of Problem Gambling Help Centers near you: [Link]. These centers offer free or low-cost services, including counseling, 24/7 helplines, and practical advice to help manage gambling behavior. If you feel ready, reaching out to one of these organizations could make a significant difference.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution.

Best Regards,

Kubo