Shuffle Casino - プレイヤーの撤退は無効となります。

I made my first withdrawl on 3rd April at 8:50pm for my total winnings amount of $396.00 A few hours later I checked my online account to see if my winnings had been processed and there was a "Rejected" status next to my withdrawal. There was a note saying "please submit the correct PayID" so I submitted my PayID details and requested another withdrawl for $396.00 as my winnings was credited back into my account. This was on 4th April at 3:07am. When I checked my account few hours later at 7:57am, the status said "Completed" but under my transactions it said"Forfeited" I immediately made contact thru their Live Chat to find out what was going on. They said that I was making illegal bets and I had violated their rules. As a result of this, any related credits have been forfeited. How is that even possible? I asked them many times if they could explain exactly what I had done wrong and if there is any evidence of my fraudulent bets. I didn't get a clear response. All they said was that their system had detected rule violations associated with my account. As per our terms of service, withdrawls from flagged accounts are restricted. I couldn't believe what they were telling me. I played fair. They are totally wrong about everything!! My account with them is still open and I can communicate with them still and keep playing their slot games if I want to. There's no problem depositing money but when it comes to making a withdrawal, they don't want to pay. Also, there are no terms of service or any kind of rules on their website. I have screenshots of the entire conversation I had with them as well as the history of the game I was playing.

Dear Louise690,

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.

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Did you play only casino games or also bet on sports?

Was there any specific information given about the alleged "illegal bets" or rules you supposedly violated?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Thank you for looking into my complaint for me.

* I wasn't asked about KYC verification when I signed up

* Once I made a deposit of $30, I was given a bonus of $50 to play with

* I only played one slot game, I didn't do any bets with sports

* They couldn't explain exactly about my so called "illegal bets" or how I "violated their rules" No proof was shown to me. How can you do illegal bets on a slot machine anyway?

I have sent all screenshots of my communication with them to your email Dominika.

Looking forward to your response and thank you.