NaslovnaPritužbeShuffle Casino - Povlačenje igrača je odloženo zbog optužbi za račun.
Shuffle Casino - Povlačenje igrača je odloženo zbog optužbi za račun.
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18/08/2024
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Rešeno : 15/10/2024
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The player from Romania faced withdrawal issues due to accusations of multi-accounting, despite both accounts being KYC verified. Communication with casino support proved unhelpful, even after the player proposed to provide documentation through FaceTime. The Complaints Team intervened, clarifying the situation with the casino, which ultimately agreed to re-enable withdrawals for the player’s account. The player successfully withdrew funds after the error preventing the withdrawal was lifted. The complaint was marked as resolved.
Igrač iz Rumunije se suočio sa problemima povlačenja zbog optužbi za višestruki nalog, uprkos tome što su oba naloga KIC verifikovana. Komunikacija sa podrškom za kazino pokazala se beskorisnom, čak i nakon što je igrač predložio da dostavi dokumentaciju preko FaceTime-a. Tim za žalbe je intervenisao, razjasnivši situaciju sa kazinom, koji je na kraju pristao da ponovo omogući isplate na račun igrača. Igrač je uspešno povukao sredstva nakon što je uklonjena greška koja je sprečila povlačenje. Žalba je označena kao rešena.
Moj polubrat me je ubacio u sportsko klađenje na shuffle-u i dao sam mu keš da napoji svoj račun. Od kada smo optuženi za višestruko računovodstvo dok smo došli do zida od cigle sa podrškom. Ponudili smo da se suočimo sa shufflingom i obezbedimo svu neophodnu dokumentaciju. Svaki od naših naloga je KIC verifikovan. Nisam siguran šta da radim u ovom trenutku.
My step brother got me into sports betting on shuffle and I gave him cash to tip my account. Ever since we've been accused of multi accounting while reaching a brick wall with support. We have offered to facetime with shuffle and provide any necessary documentation. Each of our accounts are KYC verified. I'm not sure what to do at this point.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li je vaš polubrat uplatio novac na vaš kazino račun koristeći način plaćanja na njegovo ime?
Da li ste se kladili na kazino igre ili sport?
Da li ste ranije izvršili uspešna povlačenja?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Možete li da podelite svoju komunikaciju sa kazinom u vezi sa više naloga? Šalji e-poštu ili transkripte ćaskanja na moju e-poštu na dominika.l@casino.guru , ili postavite snimke ekrana ovde.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Dominika
Dear alexlowery,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Did your stepbrother deposit money into your casino account using a payment method in his name?
Did you place bets on casino games or sports?
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@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.
Da li je vaš polubrat uplatio novac na vaš kazino račun koristeći način plaćanja na njegovo ime?
O: Dao je napojnicu sa mog naloga direktno sa svog, koristeći USDC.
Da li ste se kladili na kazino igre ili sport?
O: Da, jesam, u ligi legendi i zapravo sam izgubio više novca jer mi je dosadilo dok mi nije bilo dozvoljeno da se povučem.
Da li ste ranije izvršili uspešna povlačenja?
O: Ne, odmah je bio onemogućen i tražio KIC, a nakon KIC je ostao onemogućen.
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
O: Nema bonusa.
Možete li da podelite svoju komunikaciju sa kazinom u vezi sa više naloga? Šalji e-poštu ili transkripte ćaskanja na moju e-poštu na dominika.l@casino.guru , ili postavite snimke ekrana ovde.
Imam snimke ekrana e-pošte. Ne mogu da dobijem sve dnevnike ćaskanja koje sam imao na sajtu jer mi je nalog suspendovan.
Snimci ekrana:
Nakon ovoga, moj brat je kontaktirao putem ćaskanja uživo i rečeno mu je da mu se ne može pomoći u pitanjima izvan njegovog naloga. Na dalje e-poruke se ne odgovara. Ja sam Stefan-Aleks a moj brat je samo Aleks.
Bio sam iskren sa podrškom i spomenuo da se prave informacije unose samo kada se traži KIC (ovo je kripto kazino i obično je sve anonimno). Izvinio sam se zbog ovoga u ćaskanju uživo i otkad mi je u više navrata rečeno da ako dam iskren vremenski okvir događaja mogu da povratim svoja sredstva. Trebao sam samo da lažem da bih dobio pomoć.
Hi Dominika, thank you for being of assistance.
The answers to the following questions are as followed:
Did your stepbrother deposit money into your casino account using a payment method in his name?
A: He tipped my account directly from his, using USDC.
Did you place bets on casino games or sports?
A: Yes I did, on league of legends and actually lost more money because I got bored while not being allowed to withdrawal.
Have you made any successful withdrawals before?
A: No, immediately was disabled and asked for KYC, and after KYC it remained disabled.
Did you accumulate your winnings with or without an active bonus?
A: No Bonuses.
Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I have screenshots of emails. Any chatlogs I had on the site I cannot get them due to my account being suspended.
Screenshots:
After this my brother contacted on live chat and was told that he could not be assisted with inquiries outside of his own account. Any further emails are not replied to. I am Stefan-Alex and my brother is just Alex.
I have been honest with support and mentioned that real information was only entered when asked for KYC (This is a crypto casino and usually it's all anonymous). I have apologized for this on live chat and ever since I've been repeatedly told that if I give an honest timeframe of events I can retrieve my funds. I should of just lied in order to be assisted.
Hvala vam puno, alekloveri, što ste dali potrebne informacije. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, alexlowery, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
Hvala vam alekloveri što ste nam pružili sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim Shuffle Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo kako možemo da pomognemo u rešavanju ovog problema.
Hvala vam!
Hello there,
Thank you alexlowery for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Shuffle Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.
Hvala vam na ažuriranju predstavnika Shuffle kazina . Ne uključujemo se ako je razlog za zatvaranje računa ili konfiskaciju sredstava vezano za sportsko klađenje, međutim u ovom slučaju izgleda da postoji problem sa bakšišom pa bismo želeli da nastavimo sa istraživanjem ovog slučaja. Hvala vam na razumevanju!
Thank you for the update Shuffle Casino representative. We don't involve ourselves if the reason for the closure of an account or confiscation of funds is sports betting related however in this case there seems to be an issue with the tipping so we would like to continue investigating this case. Thank you for your understanding!
Ovaj slučaj je sportski slučaj. Prvobitni nalog je označen i onemogućen zbog ponašanja protiv sportskih uslova korišćenja usluge, a zatim je prešao na drugi nalog i nastavio sa klađenjem na sport na isti način.
Ovo je označilo istragu protiv prevara u kojoj je postalo očigledno da se koristi duplikat KIC.
This case is a sports case. The original account was flagged and disabled for behaviours against Sports Terms of Service and then proceeded to tip to the second account and continue wagering sports in the same manner.
This flagged an antifraud investigation at which point it became apparent that duplicate KYC was being use.
Račun moje braće nikada nije bio onemogućen i još uvek stoji dok mu je dozvoljeno da se kladim. Ovo je potpuno pogrešno. Čak mi je i podrška rekla da nastavim da koristim svoj „originalni nalog" koji je moj brat. Pored toga, šta je „duplikat kic"?
My brothers account was never disabled and it still stands while being allowed to bet. This is completely wrong. I've even been told by support to keep using my "original account" which is my brother's. Additionally, what is "duplicate kyc?"
Hvala vam na pojašnjenju predstavniku Shuffle Casino-a , ali mi bismo ipak želeli da istražimo slučaj i želeo bih da vas zamolim da li možete da mi dostavite dokaze o duploj upotrebi KIC-a. Možete proslediti bilo koji dokaz na moju e-poštu. ( peter.c@casino.guru ) Hvala unapred na saradnji!
Thank you for the clarification Shuffle Casino representative but we would still like to investigate the case and I would like to ask you if you could provide me with the evidence of duplicate KYC use. You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
Originalni KIC1 je bio Alek Loveri za oba naloga. Svi depoziti na prvi račun su dolazili sa iste adrese i prebačeni su na drugi račun nakon što je na prvom uklonjeno sportsko klađenje. Nemamo dokaza da je drugi korisnik zaista deponovao sredstva. U mogućnosti smo da refundiramo stanje na drugom nalogu, ali to je protiv naših Uslova korišćenja usluge.
The original KYC1 supplied was Alex Lowery for both accounts. The deposits into the first account all came from same address and were tipped into a second account after the first one had sports betting removed. We have no evidence of a second user actually depositing funds. We are able to refund the balance of the second account but it is against our Terms of Service.
Dobio sam snimke ekrana od svog brata na opkladama koje su postavljene nakon što sam dobio tip. Pored toga, on je upravo sada pokušao da se kladi radi snimanja ekrana, a jedini put je suspendovan nakon što je uložena ova žalba jer sada nije u mogućnosti da se kladi na sport.
Već sam više puta rekao da nisam baš najbolje upoznat sa kriptovalutama, tako da je bilo lakše bratu dati novac. Osećam se kao da bi to trebalo da bude relativno normalno za prijatelje i porodicu. Počelo je kao u trenutku kada smo bili zajedno, on je osvajao sav ovaj novac, a ja sam bio ubeđen da pokušam jer oboje gledamo utakmice zajedno dosta vremena.
I acquired screen shots from my brother on bets that were placed after I was tipped. Additionally, he just tried to make a bet now for screen shot purposes and the only time he was suspended was after this complaint was made as he is not able to make a sports bet now.
I've already repeatedly stated that I am not the most familiar with crypto so it was easier to give my brother money. I feel as if that should be relatively normal for friends and family. It started as an in the moment situation where we were together, he was winning all this money, and I was convinced to give it a try as we both watch the games together a lot of the time.
Poštovani alekloveri , nažalost, kada vam se daju sredstva u eksplicitnu svrhu klađenja, to se smatra dosluhom jer sredstva koja koristite u kazinu treba da potiču samo od vašeg sopstvenog zarađenog novca. Ovo pravilo se primenjuje u većini kazina u industriji, tako da ne savetujem takvo ponašanje u budućnosti jer može dovesti do sličnih situacija u budućnosti. Razumem vašu frustraciju, ali u ovoj situaciji se ne može mnogo učiniti jer je jasno da ste dobili sredstva od treće strane. Preporučio bih da prihvatite povraćaj depozita za drugi račun jer je to najbolje što ovde možete dobiti. Žao mi je što ovom prilikom ne mogu biti od veće pomoći.
Dear alexlowery, unfortunately, when you're given funds for the explicit purpose of placing bets it is considered collusion as the funds you use in the casino should come from your own earned money only. This rule is implemented in most casinos in the industry so I advise against such behaviour in the future as it can lead to similar situations in the future. I understand your frustration but there isn't much that can be done in this situation as it is clear you have been given funds from a third party. I would recommend accepting the deposit refund for the second account as that is the best you can get here. I'm sorry I can't be of more help on this occasion.
Veoma sam zbunjen, zašto je davanje bakšiša drugom nalogu funkcija na veb lokaciji ako je to protivno pravilima? Moj brat nikada nije deponovao novcem koji sam mu dao, već je imao novac od pobede i prvo mi je dao napojnicu da mu vratim.
U svakom slučaju, prihvatio bih povraćaj depozita, mada nisam siguran kako da to uradim.
I am very confused, why is tipping another account a feature on the website if it is against the rules? My brother never deposited with money I gave him, he already had the money from winning and tipped me first with me paying him back.
Either way I would accept the deposit refund, though I am not sure how to go about that.
Dragi alekloveri , izvinjavam se zbog zabune, pogrešno sam razumeo sistem za napojnicu i mislio sam da je to karakteristika kripto novčanika, a ne kazina.
Poštovani predstavnike Shuffle Casino-a , da li bi bilo moguće obezbediti bilo kakav dokaz o duplikatu KIC-a? Možete dati bilo koju informaciju na moju e-poštu. ( peter.c@casino.guru ) Hvala unapred na saradnji!
Dear alexlowery, I apologize for the confusion, I misunderstood the tipping system and thought it was a feature of the crypto wallet, not the casino.
Dear Shuffle Casino representative, would it be possible to provide any evidence of the duplicate KYC? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Ako je nalog označen zbog kršenja naših uslova usluge, a drugi nalog je kreiran sa stanjem na prvom nalogu koji mu se daje napojnicu, bez ikakvih daljih depozita, logično je da se drugi nalog tretira kao produžetak prvog.
Originalni KIC za oba naloga su bili identični, što je označilo naš sistem. Pošto doživotni depoziti premašuju isplate za ove račune, ponovo ćemo omogućiti isplate na drugom računu i zatražiti da se sredstva povuku na adresu korišćenu za poslednji depozit na prvom računu, kako bismo ispunili naše obaveze mešanja novčića .
Hi Casino.Guru,
If an account has been flagged for breaking our terms of service, and another account is created with the balance of the first account being tipped to it, without any further deposits, it is logical to treat the second account as an extension of the first.
The original KYCs provided for both accounts were identical, which flagged our system. As the lifetime deposits exceed the withdrawals for these accounts, we will re-enable withdrawals on the second account and request that the funds be withdrawn to the address used for the last deposit on the first account, in order to comply with our coin mixing obligations.
Dear alexlowery, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Poštovani predstavnike Shuffle kazina , možete li nas obavestiti o situaciji i obavestiti nas da li će povlačenje biti dostupno ili je došlo do bilo kakve promene u vašem stavu po tom pitanju? Hvala unapred!
Dear Shuffle Casino representative, can you update us on the situation and let us know if the withdrawal will be made available or if there has been any change in your stance on the matter? Thank you in advance!
Dobio sam grešku da su povlačenja na čekanju i da kontaktiram podršku. Tek nakon što ste odgovorili na ovo, ta greška je uklonjena i uspeo sam da se povučem.
Hvala Petre i hvala guruu kazina u celini što je bio resurs u ovakvim događajima. Inače bih bio sjeban. Činjenica da je ovo besplatna usluga je blagoslov.
Što se tiče Shuffle Casino-a, cenim što sam u mogućnosti da se povučem, međutim čekanje do poslednjih sati 7 dana da se više puta odgovori je odvratno. Naročito s obzirom na to koliko je ova situacija bila stresna za mene tokom čitavog ovog vremenskog okvira sa ovim događajima koji su se odigrali još u julu. Pored toga, vaša podrška mi je u više navrata govorila da Shuffle ceni iskrenost, ali Shuffle nastavlja da laže o tome da je mom bratu zabranjeno klađenje, da ništa nije u redu sa mojim povlačenjem itd.
Tek treba da odlučim da li želim da ostavim recenziju Trustpilot-a ili da nastavim dalje, ali ovo je kraj moje žalbe i još jednom hvala Casino Guru-u.
I was given an error that withdrawals are on hold and to contact support. Only after you replied to this was that error lifted and I was able to withdraw successfully.
Thank you Peter and thank you to casino guru as a whole for being a resource in events like this. I would of been screwed otherwise. The fact that this is a free service is a blessing.
As for Shuffle Casino, I appreciate being able to withdraw, however waiting until the last hours of the 7 day time to respond repeatedly is disgusting. Especially given how stressful this situation has been for me during this entire timeframe with these events taking place back in July. Additionally, I've been repeatedly told by your support that Shuffle values honesty yet Shuffle continue by lying about my brother being restricted from bets, nothing being wrong with my withdrawal, etc.
I have yet to decide if I want to leave a Trustpilot review or continue onwards but this is the end of my complaint and once again thank you to Casino Guru.
Oduševljeni smo što smo čuli da je vaš problem uspešno rešen, a žalbu ćemo označiti kao „rešenu" u našem sistemu. Hvala vam na saradnji i potvrdi tokom celog procesa. Drago nam je što je naša intervencija pomogla da se situacija reši, a mi smo uvek tu da vas podržimo ako naiđete na bilo kakve druge probleme sa ovim ili bilo kojim drugim kazinom u budućnosti. Ne ustručavajte se da se obratite našem Centru za rešavanje žalbi – posvećeni smo pomoći igračima poput vas.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi od neprocenjive vrednosti. Vaše povratne informacije mogu takođe pomoći drugima koji razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Peter
Dear alexlowery,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you 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 committed to helping players like you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
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