Shuffle Casino - プレイヤーの撤退の試みが遅れています。

I signed up to shufflecasino two months ago and was able to win about $9,600 while playing.

However, when I tried to withdraw money, there was no response, and when I tried to connect to live support, the connection was cut off as soon as I provided my email address.

I received authentication first, then made a deposit, received the bonus, and started playing, but as soon as I won, things became inconvenient and I find it hard to understand why they wouldn't withdraw my money.It's an unacceptable and despicable response from a company with so many customers.

It is impossible for me to contact them on my own, so I would like to ask casinoguru for your help.

I would appreciate your cooperation in finding a quick resolution.

shufflecasinoに2ヶ月前に登録をし、プレイをして9600$ほどの勝利をすることができました。

しかし出金をしようのしたところ無反応で、ライブサポートに繋げようとしてもメールアドレスを提示した途端に繋がらなくなります。

先に認証を受けてから入金をし、ボーナスを受け取ってプレイしたのですが、勝利した途端に都合が悪くなり、出金しないのは理解に苦しみますし、多数のお客さんを抱える企業の対応としてはあり得ないもので、卑劣です。

私の力では連絡を取ることを不可能なので、casinoguruさんに力を貸していただきたいです。

早期解決に向けて協力していだけたら幸いです。

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Shuffle Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Could you please clarify when exactly you requested the withdrawal? 

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, 

Katarina

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 makes such a request, 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.

Have you ever had success with a withdrawal?

A) No, it was the first withdrawal.

Can you confirm that you have passed KYC verification?

A) We have passed the KYC authentication at the first stage.

We would be happy to accept any additional verification, but even that communication has been ignored by the casino.

Can you clarify when exactly you requested the withdrawal?

A) June 20, 2025.

これまでに引き出しに成功したことはありますか?

A)いいえ、一度目の引き出しです。

KYC 認証に合格したことを確認していただけますか?

A)KYC認証には最初の段階で合格しています。

追加の認証があれば喜んで受け入れますが、その連絡すらもカジノ側は無視を貫いています。

撤退を要求した正確な時期を明確にしていただけますか?

A)2025.06.20です。

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I didn't keep any screenshots of my interactions with the casino.

Even if you contact them via chat, you won't get a reply even after hours, so taking screenshots is pointless.

At the very least, I would like the company to provide progress reports and replies.

カジノとのやりとりのスクリーンショットは残していないです。

チャットで問い合わせをしても何時間経っても返事は返ってこないのでスクリーンショットの撮影も無意味です。

せめて企業としては進捗の報告や返事くらいあってほしいのですが。

Hello Shojijin09,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Shojijin09, for your cooperation. 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.

Hello there,

Thank you Shojijin09 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 what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hi CG team, Shojijin09.

We have escalated this internally and Shojijin09's withdrawal has been processed.

Thank you very much for the update Shuffle Casino representative.

Dear Shojijin09, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Shojijin09,

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.

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,
Peter
Casino.Guru