Shuffle Casino - 選手の退出手続きが遅延しています。

I originally deposited 0.013 BTC over 3 deposit in October 2025. After the third deposit I managed to go on an incredible slots run involving some big spins and at one point was up to around 0.4 BTC. On January 10th, 2026, I tried to cash out 0.1 BTC (approximately $6,862 USD at current value on date of this post, Casino Guru complaint form would not allow me to write 0.1 BTC, it does not accept a decimal). It was put in review. After two weeks I contacted them.

I was previously verified but apparently I needed to provide them with one more document. I provided the document and was now fully verified. I waited a few days and contacted them again asking where my withdrawal was and if there was anything else they needed. They said it is still in review. Around two weeks later I tried the livechat and asked where the withdrawal was and if there was anything else they needed from me, they didn't respond, and when I typed something further around 45 minutes later, the canned message said they were not able to serve me via live support and to email support@shuffle.com

So I emailed asking about where my withdrawal was and if I needed to provide anything further, and waited and received no response. I then emailed two weeks later, same message, and again no response. Two weeks after that I emailed with a big ATTENTION and my complaint about not receiving my withdrawal and they still won't even respond giving me an update or requesting more verification or anything. I have still been able to gamble on Shuffle so I don't know what the problem is. They won't let me know.

I have no other choice but to submit this complaint.

I am requesting my 0.1 BTC withdrawal.

Thank you in advance to Casino Guru for any assistance you can provide.

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Dear JohnnyCanuck,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that the withdrawal request has been "in review" since January?
• Have you made any successful withdrawals from your account previously?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thank you for the reply, Kristina.

Yes, my withdrawal has been stuck in review since January.

No, I have not made any successful withdrawals before from this site.

The winnings were not accumulated with an active bonus.

I look forward to having this resolved and thanks for helping.

Thank you very much for your reply, JohnnyCanuck. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

They stopped responding to their live chats after I passed verification and referred me to email their support, but then they never answered support emails.

Dear JohnnyCanuck,

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, Romi (romana.r@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,

Kristina

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Shuffle Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Shuffle Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Following a detailed review, we determined the user engaged in activity that exploited third-party game mechanics in a manner inconsistent with the platform's intended use. Such conduct constitutes a clear breach of our Terms of Service and undermines the integrity of our services.

Given the nature and sensitivity of the findings, we cannot disclose additional details at this time. We implemented appropriate and proportionate measures in accordance with our policies.

Dear Shuffle Casino,

Please provide more information to my email address, romana.r@casino.guru.

Thank you.

Respectfully,

Romi

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.