Shuffle Casino - Povlačenje igrača je odloženo zbog čekanja verifikacije.

Hello, I'm facing a withdrawal problem. I passed the account verification and placed bets on the NBA, when I tried to withdraw funds, I was asked to go through another level 3 verification, I sent documents for verification, but they have been checked for 2 months, I wrote to the support service and they tell me to wait, without giving any exact dates, but my documents will finally be checked. There is $860 on the withdrawal and $997.5 on the account itself. Please tell me how to solve this problem and withdraw the money?

Dear dimasolovei710,

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 share screenshots of your withdrawal requests and the verification status found in your player's profile?
• Did you achieve your current balance with the help of a bonus? 
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share with me your communication with the casino regarding the issue? 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

Dear dimasolovei710,

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 dimasolovei710. 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, we have opened an investigation into the delayed withdrawal at Shuffle Casino. I am providing you with screenshots of the chat with support (sent by email). I apologize for not responding sooner.

Dear dimasolovei710,

• Could you please confirm your proof of address hasn't been approved?
• Which document have you sent as your proof of address?
• Were you asked to submit the same document of better quality or an alternative document?

Please let me know.

Hi, I submitted this address verification document, at the time of submission it was still valid. They did not ask me to submit the document again, they said that the first document I submitted was still being reviewed. I have sent the document to your email.

Thanks for your email.

The document you sent appears to be of poor quality and is cropped.

Would you be able to make a new photo, scan and send it to me again? Alternatively send me the original pdf if available.

Thanks in advance for your cooperation.

Hello Sir, I sent pdf to your mail

Thanks for your email.

The document you sent to me appears to be cropped, and its authenticity cannot be verified.

Please provide an original .pdf document or a photo of the document in better quality to my email at tomas@casino.guru

Looking forward to your reply.

Hello Sir, I sent new one

Thanks for your patience.

This appears to be the same document you sent on March 19th.

• Have you received any response from the casino regarding the verification status since you submitted the document?

Please share any recent communication between you and casino support.

Hello Sir, After I provided them with the documents, they told me that I had to wait for them to be checked, but I waited for more than a month and a half, and when I asked them how much longer I had to wait, they said they did not know how long the check would take, they still did not answer me and the documents were not checked.

Thank you very much, dimasolovei710, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, dimasolovei710,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Shuffle Casino Team,

Could you please explain the player's situation in more detail? What is the problem with his KYC?

What needs to be done on the user's side to pass the verification and/or to withdraw his winnings/balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Thanks Branislav. I have just emailed you.

Please close this complaint.

Dear dimasolovei710,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but as was mentioned above, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information and details from the casino, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, or directly to the authority that regulates the casino.

In case of any questions, feel free to write to my e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you, too, Shuffle Casino Team, for your cooperation and help.

Best regards,

Branislav, Casino.Guru