Shuffle Casino - プレイヤーのアカウントは閉鎖されました。

I have been playing normally all along. I lost $50000 on this platform and one day they asked me for kyc3. I submitted it according to their requirements and it showed as approved. However, I had a withdrawal of $510 that was not approved. There are still many rewards on my account that I have not received. My account has a value of about $1500. When I contacted them, they ignored me and asked me to send an email but did not reply. Then I complained about your business license, and they banned my account. This platform maliciously reviewed my withdrawals, KYC, and banned my account. What I'm saying is the truth. My account is daniu1

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Hello,

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 how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please advise how long you were a player at the casino and when exactly your account was blocked?：I have been playing for about half a year, but I registered an account a few years ago！

How did you learn about your account being blocked?：Unable to log in directly, displaying that the account has been suspended！

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)： I usually only play original shuffle games and slot machines！

Did you achieve your current balance with the help of a bonus?：I am a pure player, I deposit my own money to play and follow their rules!

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 also contacted dedicated customer service on Telegram because my level was very high, reaching Sapphire, but they ignored me. Later, I complained about their business license, and they blacklisted me. They also withdrew from that group! ：This is a picture of the banned account. Other conversations and chats were not saved，What is the ID of their telegram：@Sam_Shuffle，I still have a $510 withdrawal that hasn't been credited to my account for about a month, and there are also many bonuses that haven't been claimed yet. I lost about $50000 on this account

Thanks for your reply.

• Did the casino raise any concerns or accuse you of breaching any terms and conditions?
• Have you saved any communication in which the casino justified the closure of your account? Share it with me if available.

I apologize for the inconvenience.

The casino closed my account without any reason and did not allow me to withdraw money. My supervisor asked me to send an email to support@shuffle.com

Dear lihai,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello lihai,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

I kindly seek clarification concerning the factors that resulted in the closure of the player account and the decision not to process the withdrawal.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance

Thank you, please help me handle it as soon as possible and give the players a fair deal

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 Lihai,

I have been in contact with the casino team regarding your case. Since this matter involves aspects of the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, which contain sensitive and confidential information, the casino is unable — if not directly restricted — from sharing these details with us due to privacy and regulatory requirements policies.

Given these limitations, we must recommend that you submit a complaint directly to the casino’s licensing authority. While we would have preferred to assist you through our complaint forum, we understand that the casino’s policies and applicable regulations permit them to provide critical information and evidence in such cases only to the relevant regulatory bodies.

If you have not already done so, please submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Please let me know once you have completed this step and share the evidence of your complaint submission at michal.k@casino.guru. This will help me keep track of the situation and follow up as needed.

Thank you, I have already sent an email（ complaints@cga.cw ）I complained and reported on the shuffle platform

Dear Lihai,

Thank you for your response.

As I mentioned previously, while we would have preferred to resolve this matter within our forum and assist further, we have reached a point where no additional action can be taken on our side. The situation must now be determined by the appropriate authority. As such, I will temporarily close this case while we await the regulator’s decision.

Please inform me of any significant developments and/or the final outcome of your case at michal.k@casino.guru, after which I will categorise it accordingly.

Thank you for your understanding.

Dear lihai,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru