Shuffle Casino - Igrač se suočava sa problemima povlačenja i blokiranom podrškom.

When I played at shuffle casino, I made sure to check carefully to make sure I wasn't violating any of the terms and conditions.

At that time, I was lucky enough to win and requested a withdrawal.

After that, when I tried to withdraw money on March 16th, it was not accepted, and in the end, the chat was blocked and support did not respond.

The casino is clearly breaking the rules as they even took the money that was deposited.

If this is not addressed, it is simply fraud and theft.

I hope that a sincere response will be made so that the number of victims does not increase.

shuffleカジノでプレイして私は規約違反も無いようにちゃんと確認もしてからプレイしていました。

その時運よく勝つ事ができてそのまま出金申請しました

その後3/16日に出金しようとしたら受理されずあげくにはチャットもブロックされサポートも返事が来なくなりました

入金したお金すら取られたままで明らかにカジノ側がルールを破っています。

このまま対応されなければ、ただの詐欺行為であり窃盗と同じです

私は被害者が増えないためにも誠意ある対応を希望します。

Dear RYUKI,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal at Shuffle Casino.

To assist you better, I would like to ask a few important questions to clarify the situation:

• Were there any notifications or messages from the casino regarding the status of your withdrawal?
• Have you received any communication from the casino after your withdrawal request was rejected? If so, could you please share it? My email address is veronika.f@casino.guru.
• Did you play with or without a bonus?
• Have you passed the full KYC verification?
• What types of games did you play?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear RYUKI,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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

Dear RYUKI,

Please answer the questions I asked you in my first reply.

Did you receive any notifications or messages from the casino regarding your withdrawal status?

A: No, there wasn't.

Did you receive any communication from the casino after your withdrawal request was rejected?

A: No contact, LIVEsupport also continues to ignore my questions.

Did you play with or without the bonus?

A: I played with the bonus.

Have you passed full KYC verification?

A: KYC had completely ended.

What types of games did you play?

A. Video slots

出金状況に関してカジノから通知やメッセージはありましたか?

A、ありませんでした。

出金リクエストが拒否された後、カジノから何か連絡がありましたか？

A、連絡無しLIVEsupportも質問を無視され続けています。

ボーナスありでプレイしましたか、それともボーナスなしでプレイしましたか?

A、ボーナスありでプレイしました。

完全なKYC検証に合格しましたか?

A、kycは完全に終了していました。

どのような種類のゲームをプレイしましたか?

A、ビデオスロット

Please send me a screenshot or a link to the bonus you played with.

Are you able to access your casino account, or has it been blocked?

It was about two months ago, so I couldn't find the bonus page I used before.

I registered on March 15th and received a 200% first deposit bonus and started playing.

2ヶ月程前なので以前使用したボーナスページが見つかりませんでした。

3/15日に登録して200％の初回入金ボーナスをもらってプレイしていました。

Please forward me all the communication between you and the casino customer support regarding the problem with your withdrawal at veronika.f@casino.guru. Thank you for your patience and cooperation.

Please confirm.

確認おねがいします。

Thank you for the screenshots. However, you have still not answered my previous question:

Are you able to access your casino account, or has it been blocked?

I haven't been blocked, but I haven't received any response to my emails or support.

ブロックはされてないですが、メールもサポートも何の返事もくれないです。

Thank you very much, RYUKI, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear RYUKI,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Shuffle Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Shuffle Casino,

Could you please provide a detailed update regarding this case, specifically addressing the reasons behind the delay in processing the player's withdrawal? Additionally, I would appreciate an explanation for the reported lack of support in resolving the issue.

Thank you in advance for your response!

Best Regards,

Kubo

Hi Kubo, we've sent you an update over email, thank you.

Hello RYUKI,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear RYUKI,

I wanted to let you know that I am currently in direct communication with the casino representative regarding your issue and discussing the reasons behind the actions taken by the casino. I am awaiting their update, which will be shared in this thread as soon as it becomes available.

Thank you for your continued patience and understanding.

I don't feel like the casino is treating me with any sincerity at all, so I would appreciate your help.

カジノ側から全く誠意のある対応を感じないのでよろしくお願いします。

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.

Dear RYUKI,

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 regretfully must reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to other accounts with multiple records of mutual money transactions between the accounts in question, which constitutes a severe breach of AML (Anti-Money Laundering) policies at most online casinos. Such transactions raise significant concerns about the legitimacy of the source of funds deposited into the casino, and this is strictly regulated.

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,

Kubo