Shuffle Casino - Затримка зняття коштів

Hello,

I am a GOLD 1 VIP, and i have to share with you my experience with shuffle.com

On 18.09.2025 i have made 2 withdrawals requests of $2376 and $304 and until now i have not received my money.

I am a Level 3 verified VIP, and until now i never had problems on withdrawals request, the always payed me fast.

I asked for assistance, and i always receive this (copy paste) answers from Live Support:

" Please allow some time for our KYC compliance team to manually review the documents you have submitted. While we cannot provide an exact estimate for when this process will be completed, we will reach out to you once it is finished or if we require any additional information. "

or

"Unfortunately, we can't provide an ETA as we do not have oversight of the Compliance team's workload. We will reach out to you once review is concluded or if any additional information is required."

or

"As stated, the team is currently reviewing your documents. Once their review has finished your withdraw will be processed."

or

"We will let you know once there is an update."

Please CasinoGuru help me to solve this case.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Dominika,

thank you very much for your replay.

My account has been fully verified, and the casino had no objections to my activity.

They've turned on silence mode, aren't responding to my emails, and chat has been blocked for me.

I only receive a message to email [email protected], which goes unanswered.

The strangest thing is that I received several of my previous payments, and now I have been waiting for 14 days for the amount of approximately USD 2,700 and Shuffle Casino doesn't respond at all.

Best regards

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dominika,

unfortunately my withdrawal hasn't been received and there is no updates in my case.

thank you!

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.

Of course I can answear all your questions Dominika:

1. Yes, I have passed all required kyc levels.
2. Never used any bonus.

Please see attached ss.

I also sent to Shuffle Casino urgent withdrawal request on 30.09.2025. Please see attached.

thank you!

Hello,

just want to add, that today I got email from Shuffle to finish liveness check, which I did immediately.

PSA

Dear player, have you been able to verify your account successfully?

Have you received the money?

Dear Dominika,

Yes, I was able to do livecheck, which I have pased.

My account is fully verified and I still haven't received my funds.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Shuffle Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you Pavel and Dominika for felping out!

This player's withdrawals have been processed after they completed their verification.

We consider this matter closed.

Dear all,

I can confirm, that I got my funds.

Thank you CasinoGuru and Shuffle Casino!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Czapa90,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel