Complaint #164 Shuffle Casino

Balance confiscation and partial payout

By Ennio G.

2 months ago

I am submitting this complaint regarding an unjustified balance deduction made by Shuffle.
> I deposited funds on the platform and successfully accumulated a total balance of approximately €1,400. Subsequently, I requested a full withdrawal of my funds.
> Shuffle processed a partial payout of roughly €1,000 to my wallet, but at the same time, they arbitrarily confiscated the remaining €400 directly from my balance.
> When I contacted customer support to dispute this, they claimed a breach of Terms of Service without providing any specific details, contractual clauses, or concrete evidence to support their claim.
> I would like to point out the clear logical contradiction in Shuffle's actions:
> * By approving and executing a €1,000 withdrawal, the casino acknowledged that my account, my identity, and my original deposit were legitimate and compliant.
> * If an account is flagged for fraudulent activity, the entire balance and account are typically frozen. Selectively paying out €1,000 while seizing €400 is inconsistent and constitutes an unfair financial penalty.
> Since support refuses to provide proof or transparent explanations, I am asking AskGamblers to mediate this case. I request that Shuffle either provide valid evidence of a specific rule breach or release the remaining €400 to my wallet.

Disputed Casino Shuffle Casino

Reason Software fairness

Discussion

AskGamblers

• Support Team

1 month ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Shuffle Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

shaidogos

1 month ago

This issue is NOT resolved.

Shuffle has not refunded the remaining €400, nor have they provided any concrete evidence regarding the alleged "multi-account" violation.

Shuffle Casino

• Representative

1 month ago

Hello, we have provided the relevant supporting information and evidence by email for your review. If you require any additional information please let us know.

AskGamblers

• Support Team

1 month ago

Dear Shuffle Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Shuffle Casino Complaint Stats

Resolved 61 / 69

Avg. Amount $3,394

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Shuffle Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 58 out of 66 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Shuffle Casino Complaints

See all complaints for this casino

Withdrawal delayed and account restricted

Hello AskGamblers,

I am requesting your assistance regarding a €620 withdrawal from Shuffle.

My withdrawal has been under manual KYC review for several days. I have completed all required verification stages, including identity verification, proof of address, and the liveness check.

Shuffle informed me by email that their KYC compliance team was manually reviewing my documents. Since then, I have not received a substantive update or a clear explanation regarding the reason for the continued delay.

My account is also currently restricted to withdrawal mode. I cannot use the platform normally, and I have not been given a clear explanation for this restriction or a timeframe for when it will be lifted.

I have contacted Shuffle support several times and requested an update. Despite this, I have still not received a meaningful resolution regarding my withdrawal.

I am therefore asking AskGamblers to assist me in obtaining a clear explanation from Shuffle and, if no further information is required from me, to have my €620 withdrawal processed.

I can provide screenshots of my completed verification status, the withdrawal, and the complete email correspondence with Shuffle as evidence.

Thank you for your assistance.

34h left

€620

Delayed withdrawal of 516 USDT

I am writing to formally lodge a complaint against Shuffle.com regarding a severe delay in processing my withdrawal of 516 USDT and a total lack of communication from your compliance team. I requested a withdrawal of 516 USDT. Following this request, the casino triggered a Source of Funds (SOF) verification check. Since I am currently unemployed, I do not have traditional pay slips.

However, I acted in complete good faith and provided alternative documentation to prove the legitimacy of my funds. I submitted:My official bank account statements.Clear screenshots of cryptocurrency transfers received from a friend, which directly funded my account.It has now been 3 weeks since I submitted all the requested documents. My withdrawal remains stuck in "pending" status, and I have received absolutely no updates or replies to my emails during this entire period.While I understand that casinos must perform regulatory compliance checks, ignoring a player for three weeks while holding their funds is completely unacceptable. I have provided clear proof of how the funds were acquired, and I request that my account be reviewed immediately and my withdrawal processed without further delay.

Transaction Amount: 516 USDTDate of Submission: [15.08.2026]I look forward to your urgent response and a swift resolution to this matter.

Rejected

$516

Withheld Winnings 520 usdt and Blocked Live Support After Full KYC Verification

Dear AskGamblers Complaints Team,

I am filing this complaint to seek your help regarding an unresolved withdrawal issue with Shuffle.com. They are currently withholding my funds and have completely cut off all contact with me.

The situation started when I tried to withdraw my balance after standard gameplay. Instead of processing it, Shuffle.com flagged the transaction and placed my account under manual review. Their live support team then demanded I complete an Enhanced Due Diligence (EDD) check.

I immediately provided everything they asked for, which included my ID, a liveness check, proof of address, and comprehensive source of funds documentation.

Ever since I successfully uploaded those documents, the casino has completely ghosted me. My access to their live chat has been intentionally blocked, and they are ignoring all the follow-up emails I have sent to their support team.

I have not broken any terms of service, I only operate one account, and I have fully cooperated with their verification demands. Because they are refusing to speak with me, I need AskGamblers' intervention to find out why my money is being held and to get my withdrawal processed.

I have attached all the screenshots proving my pending withdrawal, the completed KYC uploads, and the fact that they blocked my live chat access.

Thank you for looking into this.

Resolved

$520

Not paid my withdrawal

I have around $700 on Shuffle.

I played with the money and now I want to withdraw it, but my withdrawal has been under review for 24 hours.

Shuffle advertises fast, instant withdrawals, which is one of the reasons I created an account on their platform. They are clearly not as fast as they claim to be.

Resolved

Withholding 20k withdrawal in compliance review for 14 days

Shuffle.com is withholding nearly $20,000 in withdrawals after completing KYC — 14 Days in Compliance Review

I am submitting this complaint regarding approximately **$20,000 in withdrawals from Shuffle.com that have remained under review since July 31, 2026, at approximately 10:00 AM**.

My account was placed into withdrawal-only mode, and since then I have cooperated with every verification request made by Shuffle.

I completed the requested KYC steps, including identity verification and a liveness check.

In my last interaction, I contacted support for clarification; I was subsequently instructed to complete the liveness check. I completed that requirement successfully.

Since then, support has repeatedly told me that my account is undergoing a **compliance review** and that I will be contacted if anything additional is required.

At this point, my withdrawals have been pending for approximately 14 days, approximately $20,000 remains unavailable to me, and I have completed the verification steps Shuffle has instructed me to complete. I have repeatedly asked whether anything further is needed, but I continue to receive the same general response that the account is under compliance review.

I understand that Shuffle has compliance obligations, and I have cooperated with the verification process. However, I do not believe it is reasonable for my funds to remain unavailable indefinitely without a clear resolution.

I am requesting that Shuffle complete the review and pay out my approximately $20,000 in pending withdrawals immediately.

I have complied with the verification requests made to me and am asking AskGamblers to assist in getting my funds released.

Resolved

€17,196

Withdrawal in review for more than a week

I requested a withdrawal of €6,000 from my Shuffle Casino account over a week ago. The withdrawal has remained in "Review" ever since.

After requesting the withdrawal, I was asked to complete KYC verification. I submitted all requested identity documents, and my KYC was successfully approved.

After that, I was asked to complete a liveness check, which I also completed successfully. Once the liveness check was finished, I was instructed to contact customer support for further assistance.

Since then, I have repeatedly contacted support through both live chat and email. Unfortunately, I have either received no response or only generic replies that do not provide any information about the status of my withdrawal. My withdrawal has still not been processed, and I have not been given any explanation for the continued delay.

I have fully complied with every verification request made by the casino and have provided all documents they requested. I am therefore asking AskGamblers to investigate why my withdrawal continues to be delayed and to assist in resolving this matter so that my funds can be processed. My user is jonas2332

Resolved

€6,000

Shuffle Delayed my withdrawal still pending on 20 Days

Dear AskGamblers Team,
I requested a withdrawal of $64.44 USDT on May 15, 2026 at 7:43 PM.
The current status is still "In review" after 20+ days . On May 22, 2026 I successfully withdrew $15.18 USDT, which was confirmed quickly.
$50 of my balance came from a tip received from a Shuffle streamer.
I completed full KYC verification.
I have sent multiple emails to support but have not received any reply.
Live chat is not available for this issue.
Please help me askgambler please

Resolved

$64

Shuffle refused to give me my withdrawal despite completing all verification processes

My withdrawal is still under review even after I completed all requested verifications, including ID, Proof of Address, Liveness Check, and Proof of Funds.

I contacted support by email four times and have not received any reply for more than 5 days.

After contacting askGamblers support, I was advised to submit an official complaint regarding this issue.

I would appreciate any help in getting an update and resolving my withdrawal as soon as possible

Resolved

Delayed payment - Withdrawal under review

Hello,

I am submitting this complaint regarding a withdrawal that has been blocked on my Shuffle account for several days, with no response from their support team.

Background

I am an experienced crypto casino player. I have been a regular high-volume player on Stake for a long time, with multiple withdrawals in the seven-figure range. I decided to give Shuffle a try and have been an active player there for approximately one month, with over $700,000 wagered, completing multiple withdrawals that were processed normally by the platform.
I genuinely enjoyed my experience on Shuffle until this situation, but the current handling of my case has cooled my enthusiasm significantly.

The current situation

During my most recent session, I lost approximately $70,000 on live blackjack. After this session, I deposited additional funds onto my account totaling approximately $88,000, sent from two different wallets within a short timeframe. I believe this transaction pattern likely triggered an automatic AML flag in their system.
Immediately after these deposits, my account was restricted, and I was unable to place any bets with these funds. I contacted live chat support, where the agent told me to refresh the page and that it should be fixed. Although I was likely no longer restricted from betting at that point, I had lost the desire to play after my recent losses, so I decided to request a withdrawal of the unwagered balance instead.
The withdrawal request went into "pending review" status.

My cooperation throughout the process

Shuffle then requested additional verification, including an updated KYC with proof of address and a live video verification. I completed all of this in less than one hour.
After these additional verifications, on May 4, 2026, Shuffle's support team formally requested Proof of Funds documentation. Within one hour of receiving this request, I provided complete documentation, including wallet ownership proof and a clear explanation of the source of funds.

I remain fully available to provide any additional documentation Shuffle may require to complete their review.
It is also worth noting that the live chat support has been inaccessible to me throughout this entire process. Every attempt to contact them through that channel has resulted in the conversation being closed without resolution.

The problem

Since my PoF submission on May 4, I have received zero response from Shuffle. No acknowledgment, no status update, no estimated timeframe.

I sent a polite follow-up email after 48 hours of silence with no response.
I sent a second, firmer follow-up. Still no response.

It has now been 4 days since I submitted the requested PoF documentation, with complete silence from Shuffle.
My request to AskGamblers
I would respectfully ask the AskGamblers team to mediate this case. All I am asking for is:

A response from Shuffle's team
More transparency from their side, especially given the amount involved
A clear status update and realistic timeframe for completion

I am genuinely hoping this is just a case that can be resolved easily. I have been a fair player throughout, I have cooperated with every request, and I just want proper communication on a withdrawal of this size.

Thank you for your assistance.

Resolved

Hold of withdrawal

Shuffle Site Hold my Withdraw In Review Withdraw Without Any reason for 2 days, even my KYC level 3 is completely verified. They don't have any reason to tell me why my withdrawal is under review, so they are asking me again and again to wait, and when am asking why my withdrawal is on hold, they don't have any reason to tell. I Request from askgambling check my case and help me in my case.

Resolved

$1,317