Shuffle Casino - アカウントの告発により、プレイヤーの引き出しが遅れています。

THIS IS NOT A SPORTS BETTING COMPLAINT

I won money on shuffle and was going to Withdraw. After I withdrew I released the money was In Review so I contacted support and asked them how long it would take. I then got notified I needed to complete KYC. And over the 2 week process I went through the entire KYC process and ended up even completing the Liveness Verification. After completing the liveness verification the casino accused me of having multiple accounts. Which confuses me, why didn't they accuse me prior to completing the KYC? It seems like they assumed I would not be able to fulfil the KYC requirements, but after I did they resulted to make up lies saying I have multiple accounts. I would like this to be resolved and for Shuffle to process my withdraw as I have done nothing wrong. I have attached all 5 transcripts over the 2 week period.

Join Date

3.26.2024

Total Bets

1696

Total wagered

$112,284.97

Hello ddammage,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shuffle Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did the casino provide any evidence of multiple accounts?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick thanks for the reply!

• My account was verified with liveness check on February 28th. Which is the last level of verification on Shuffle.
• The casino did not provide any evidence of the multiple accounts they simply sent me the following:

Hello, as per Terms of Service of the platform:

You are permitted to have only one Shuffle Account. If you attempt to open more than one Shuffle Account, any and all such accounts may be blocked, suspended or closed, and any sums credited to those accounts will be frozen and may be deducted. If you realise that you have opened more than one registered Shuffle Account you must notify us immediately by email at support@shuffle.com.

https://shuffle.com/info/terms

• Immediately after I completed the liveness verification I was sent this message. Following that I created a new ticket to ask about it and I was met with the same copy and paste. This is shown in Transcript 4 and 5 which I attached before.

Thank you ddammage for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ddammage,

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

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

Dear Shuffle Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused at michal.k@casino.guru

Thank you

Hi Michal - I have emailed you. Thanks.

Dear Shuffle Casino,

I appreciate your email. I have sent a reply with some additional questions and am waiting for your response.