Shuffle Casino - 高額賞金獲得後、プレイヤーのアカウントは閉鎖されました。

On March 5th, 2026, my account was suspended shortly after I won approximately $10,000. Prior to the suspension, I contacted my VIP host for the first time and received a bonus, which I used to win this amount, mainly on slots.

When I attempted to withdraw the funds, I received an error stating that my withdrawals were disabled and that I needed to contact support. After waiting several hours, support instructed me to complete KYC Level 3, which had only just become available to me at that time. I completed the verification within approximately 20 minutes. Previously, in December 2025, I had already completed KYC Level 2 (the highest level available to me at that time), which was fully approved.

Additionally, I had approximately $140,000 worth of $SHFL staked on the platform. I created my account in March 2025 and have been an active user ever since. Despite multiple attempts to contact support, my live chat tickets were consistently closed without response. I also reached out via email on April 22 and have not received any reply to date.

Given my history as a consistent and high-volume player, I believe I deserve, at the very least, a clear explanation regarding the suspension of my account and guidance on how this situation can be resolved.

I have always considered Shuffle to be a safe and trustworthy platform, which is why this situation is particularly disappointing. Despite this, I would still like to continue using the platform if this issue can be resolved fairly.

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Hello,

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

• Are you currently able to access your account?
• Are there any documents in your account that are currently pending verification?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

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,

Attila

Hello,

At this time, I am unable to access my account. When attempting to log in, I receive the following error: "Your account is suspended, please contact support." All of my documents had been successfully verified during my last login (prior to the suspension). The only proof I have of the bonus is my conversation with my VIP host on Telegram.

Thank you for your response. Could you please specify the total balance in your account at the time of its closure?

Furthermore, have you had any further communication with customer support? If so, did they offer any explanations for the reason behind your account closure?

Thank you in advance for your reply.

Hello,

As far as I recall, I had approximately 558,000 $SHFL tokens staked there (valued at around $140,000 at the time of closure), along with about $10,000 in Bitcoin. Sorry, but unfortunately I don’t remember the exact amounts, as it was some time ago. I’ve attached all my interactions with live support about this situation, as well as the email I sent to them.

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,

Attila

Hello stefanmatthew,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to explore how I might be able to assist.

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

Dear Shuffle Casino,

Could you kindly clarify the reason for the player’s account being blocked? If the action was related to a suspected breach of your Terms and Conditions, please specify which particular rule violation the player is alleged to have committed.

Should the relevant information or supporting evidence not be suitable for public disclosure, please feel free to forward it directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.