Shuffle Casino - Nalog igrača je zatvoren, ali je dozvoljen novi.

Hello i was user of the casino shuffle.com for about a year activly playing there i have lost around 8000$ on my first account and i started loosing control of gambling so i decided many times to put loss limits/wager/deposit but the casino offers u to remove them with like 12h cooldown which wasnt helpfull for me so i decided to get a 1 year ban self exclude from their system for reason gambling addicitons my account is now closed but i was able to open new one and continue gambling despite having complete level 1/2 kyc on the first account and level 1 on the second account all of my informations are the same so my quesitons is why they still allowed me to play if im self excluded from the casino with same kyc details on the second account the loss is around 3100-3200$ and i qould like to request a refund because me as gambling addict im not protected at all on this casino

Dear discord003df,

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 you informed the casino of your gambling addiction and when it was?
• Could you please provide proof you informed them from your previous account?
• Could you please advise when you have completed level 1 verification on your second account?
• When have you made deposits to your second account?
• Is your second account currently closed?
• Have you requested a refund of your lost deposits already? With what result?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Could you please advise whether you informed the casino of your gambling addiction and when it was?

No i have not informed them directly but i have taken self exclude option directly from their site it was 24h and after 24h u get email do u want it to extend u cancel it so i extend it for 6 months which is still active

Could you please provide proof you informed them from your previous account?

Photo is above that i have requested self exclude platform type try settings

Could you please advise when you have completed level 1 verification on your second account?

Right after i have opened it Join Date11.18.2024

When have you made deposits to your second account?

First deposit was feb 24 then march 9 10 and 11

Is your second account currently closed?

No its not closed i can still bet deposit wd and everyting normally

Have you requested a refund of your lost deposits already? With what result?

No i have not because im pretty sure they will decline it and and just ban me which would mean i would loose acces and proofs that i would need in the future

Also i had another account months ago when i was taking these self exclude type of methods like wager limit deposit limit etc i had bypassed it with another account which later i have informed them and they didnt care and just banned that account and didnt do nothing to the main or put me in some blocks to acces to the site also all of the account have level 1 kyc done and the main acc with 50k wager and 7-8k$ loss is level 2 kyc done

Thanks for your reply and the information provided.

Did the self-exclusion form allow you to specify the reason for self-exclusion to be gambling problems or gambling addiction?

Have you contacted casino support via email or live chat and specified the reason for the self-exclusion of your original account to be due to gambling problems?

As a precaution, I would urge you to contact the casino and request a self-exclusion again from the email address associated with your second account.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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 excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is 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.

Looking forward to your reply and cooperation.

No i have not told them that but this seff exclude option is the same as u telling them? its self exclude self ban? also i have told them before and i told u above that i have had other account and months prior this i have told them that i have bypassed their system when i was taking these self deposit limits wager /loose limits and i explained to them and any casino should have banned me because its clear that i always do whatever i can to continue playing but they didnt do anyting and just said your account is banned and left my main one opened still

Not a single step was done to prevent this happening i have the same level 1 informations on both accounts i have login on 3 devices that i have used on both account as pc phone and laptop same ip adress u cant tell me that this was not enought so they can locate it was me same level 1 same person same ip same devices .....

the account just got put in wd mode only they only needed 3 months to find it out and after me opening 2 tickets that i have more accounts and they refuse to do a refund

Thanks for the explanation.

If there is no evidence you informed the casino about your gambling issues, we might not conclude the casino should have protected you.

If you haven't informed the casino about your gambling issues you will be responsible for any activity going forward, including the registration of multiple accounts.

• Could you please advise whether all of your accounts in the casino have been closed yet?

I have not told them directly that im gambling addicted but i have told them before on the other account that im bypassing the limits i have put on the main account is this not enought for them to see that im doing everyting just to gamble again ?

Thanks for the confirmation.

We aren't able to confront the casino if we are unable to determine whether they should have protected you. Since you confirmed, you haven't informed the casino about your gambling problems, we won't be able to confront them about returning your net deposits.

Please let me know if there is any information I might have overlooked, otherwise, our recommendation is for you to inform the casino about your gambling problems so that the casino permanently blocks you.

Thanks in advance for your reply and understanding.

Dear discord003df,

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.

no additional informations idk how its not enought that i have took self exclude from their system and also had other account before where i clearly informed them that i was bypassing their anti gambling methods just so i can gamble more even when i had deposit wager loss options enabled and all what they do was just close the alt account and still let me gamble on the main ?

To explain the situation better il try the best i can

I had a main account where i have lost the most of the amounth after i felt that i was gambling more than that i can afford i have decided to enable the gambling options they have like loss limit wager limit deposit limit after i have reached these limits i could not control myself and i have succesfully opened new account under the same kyc details ip adress device and etc after i have lost there also i have contacted the support because i felt i was not protected at all i explained them very nice that with the new account i was bypassing the limtis that i have put myself all what have they said to me i is your account is now banned because you have used more account and when i asked what about that i have bypassed your limits that i have enabled no answers no refunds nothing and they left my main account still opened? i have gambled after that on my main account more after these limits reseted i have took them later again and after i have succesfully took platform type ban 6 months long but after like 2-3 months i was able to open new account while this is still in place the ban and was able to loose more money

Dear discord003df,

I am sorry, but the creation of multiple accounts is your responsibility. Online casinos should reasonably prevent you from creating more accounts if you inform them about your gambling problems, in our view. If you noticed the casino didn't close your main account, the self-exclusion option was available to you to use.

I'm sorry, but considering the evidence provided and description of events, we won't be able to confront the casino about returning any balance. I urge you to inform the casino about your gambling problems and ensure your accounts are blocked if you haven't done so already.

Since there is no action for us to take further, the complaint will be closed.