Shuffle Casino - プレイヤーの撤退が遅れています。

I am a verified user of Shuffle.com (username: sedjolas) and I would like to file a complaint regarding an unresolved withdrawal.

I deposited funds, placed legal bets without using any bonuses, and won a fair amount. I submitted a withdrawal request of 750 EUR, and my account is fully KYC verified.

However, my withdrawal has been stuck in "review" status for over 10 days, and I have received only generic replies from the support team with no clear resolution or timeline.

I have provided all requested documents and communicated multiple times with support.

At this point, I have also submitted a formal complaint to their compliance manager (Xecutive Corporate Management B.V.), and I am reaching out to Casino.guru as an additional channel to seek assistance.

I am attaching screenshots of my bet history, verification status, and conversations with support.

I would appreciate it if you could help facilitate the resolution of this issue. If the withdrawal is completed, I will happily update and close the complaint.

Dear sedjolas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please clarify when exactly the verification was completed?

Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

Thank you for your response and for taking the time to review my case. I understand that withdrawals can sometimes take time, but I believe my situation deserves closer attention due to the lack of transparency and the unusually long delay.

To answer your questions:

– Yes, I made a small successful withdrawal of €20 on May 9, 2025, before this issue occurred.

– My full account verification (KYC) was completed on May 10, 2025. All required documents were submitted and approved.

Since then, I have been waiting for my larger withdrawal (around €750), which has remained stuck in "review" status for more than 10 days. Support only responds with vague updates like "no change at this time."

I’ve also submitted a formal complaint to their license compliance partner (Xecutive Corporate Management – XCM) but have not received a clear resolution yet.

Please let me know if you need anything else. I appreciate your help and look forward to your support in resolving this.

Best regards,

sedjolas

The necessary actions have been completed. Thanks to everyone involved in the process. I will continue to use the services and play on Shuffle.com

Dear sedjolas,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru