Complaint #59 Shuffle Casino

Shuffle holding 23k USD and refusing to reply to support requests

By lxixtttt

10 months ago

Dear Support team,

I hope you are doing well.

As of roughly ~5w ago, my account was subject to a KYC request. I fulfilled the full scope of this KYC around ~2w ago.

After having completed KYC, I attempted 2 withdrawals. Of these, one went through after asking live chat support to push it and since then one has stalled since then (from 27th June).

On the same day, (27 June), I noticed my tip and convert functions were still blocked. I attempted to reach out to live support and discovered I was muted (mind you they had just helped me process my withdrawal 1h ago from this point). I decided to email shuffle at the email [email protected], as the default mute message on live chat support had instructed me to.

Since then, I've sent roughly 6 emails over the course of the past 2 weeks and have not received a reply to one. I've attempted to contact shuffle support through a number of platforms, including Telegram (on which I was blocked and ignored by a number of Shuffle staff) and Discord (also ignored by Shuffle staff).

As a result, I also decided to unstake and withdraw the SHFL that I've been accumulating on their platform over the past year. My withdrawals are stuck in limbo with no method of recourse, as it is literally impossible to speak to anyone at Shuffle to find out what is happening regarding my account.

I would never have expected to be straight up ignored through all means of contact by a company that is currently one of the largest crypto-based providers in the world. It's baffling how this is considered acceptable - I can't think of a single other large crypto casino doing such a thing.

Disputed Casino Shuffle Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

10 months 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.

lxixtttt

10 months ago

Hello,

I'd like to first of all begin by saying once and for all; I do not have any Shuffle alt accounts.

I have submitted my KYC docs which are linked to only my account. I have on occasion let friends use my phone to login and shared proxies (given my ISP ban for Shuffle) but my account is the only one I use and retain control over.

I believe Shuffle have been rash to jump to this conclusion, given that the account I suspect that I'm being tied to (who is a friend of mine) and I have distinctive patterns of play and betting, as well as the fact that we both have Telegram chats with different Shuffle staff, some spanning periods of years.

A large number of tips from the account in question (in SHFL) is as a result from an otc deal we made for vested airdrop allocation (no accounts were traded/sold/swapped).

I'm disheartened that during this process, concerning my account and what is a large sum of money for me, I've been seemingly in the backseat of the entire process, with Shuffle outright refusing to contact me, and as a result have had to resort to attempting to contact through friends who have relayed for me.

If more info can be disclosed to me regarding this, I'd be glad to try and make sense of it. I would also like to ask Shuffle to consider looking at the facts further as I've fully verified my account and have history stretching way back. I'd also like to request my withdrawals (PLEASE!) be processed as it's a lot for me.

Shuffle Casino

• Representative

10 months ago

Hi lxixtttt,

Please note that per our Terms of Service section 3.4:

3.4. 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 [email protected].

We have found overwhelming evidence for this to be the case, as such, your account has been restricted. We have submitted all relevant evidence to the AskGamblers.

Thank you.

lxixtttt

10 months ago

Even AskGamblers gets an update before me. lol

Shuffle Casino Complaint Stats

Resolved 55 / 63

Avg. Amount $3,283

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Shuffle Casino Complaints

See all complaints for this casino

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

21h left

$7,498

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

Casino is delaying my withdrawl for 10 days now

Hello,

I would like to submit a complaint about Shuffle i have never experience this at Stake for example when i played on Stake.

At first i must mention they were good letting me play even game me some bonuses but when i tried to make a withdrawl everything colapsed

I liked to try them because i saw some streamers i watch on short videos and youtube that play and it all looks legit from there.

But it seems in reality its not like that.

So i started playing on Shuffle like 20 days ago i deposited over 2200$ and i was finnaly lucky i have won like 800-900$ and my baance is 3075$ at the moemnet.

They asked me for 10+ verifications like id card, proof of adress, proof of funds i have sent them apsolotley everything possible there is and in my profiele everything is green and with green check sign but i still didnt got my money and they always respond the same way like we are still reviewing your document for proof of funds altho i sent them 2 documents which are all under their requirments what they ask for.

When i ask them how much time will it take they dont respond anything i just get a generic message from all of their agents.

Today after 3 days i didnt contacted them they told me if i continoue to wirte on live chat like they wont be able to respond like they will block me from any responses

AskGamblers please help me with this because this money means a lot to me

Resolved

$3,075

Unpaid withdrawals no response from support

I would like to file a complaint against Shuffle Casino regarding two unpaid withdrawals.

My account is fully verified.

Withdrawals has been under review for several months and still unpaid.

I have never received any request for extra KYC or AML documents. Live chat keeps telling me to write emails. I have already sent many emails to support and I have not received any answer. Today I also sent a formal complaint to Shuffle from my registered email.

My account is still allowed to play, but the withdrawals are not being paid.

I want casino to process my withdrawals or explain the reason for the delay.

I attach screenshots of the pending withdrawals, my verified status, and live chat blocking message.

My username at Shuffle is "< username removed >.

The disputed withdrawals are:

Nov 1, 2025 12:23 PM for -8,584.82742581 USDC

Dec 18, 2025 11:40 PM for -0.06395864 BTC

Thank you.

Unresolved

$12,972

Casino blocked my acc and not sending my withdraw $300

Shuffle casino blocked my acc and not sending my withdraw $300 and they ignore every email i send.

First case they was block first time on october 2025 and then they blocked again my withdraw.

I' m fully verified up to level 3 and i never use any bonus or anything.

Also they blocked from live support too and they ignore all email i sent. Without any reason and they only take my money.

Resolved

$300

They not giving me my withdrawal and not responding to support

I originally deposited 0.013 BTC over 3 deposit in October 2025. After the third deposit I managed to go on an incredible slots run involving some big spins and at one point was up to around 0.4 BTC. I then tried to cash out 0.1 BTC on January 10th, 2026. It was put in review. After two weeks I contacted them.

I was previously verified but apparently I needed to provide them with one more document. I provided the document and was now fully verified. I waited a few days and contacted them again asking where my withdrawal was and if there was anything else they needed. They said it is still in review. Around two weeks later I tried the livechat and asked where the withdrawal was and if there was anything else they needed from me, they didn't respond, and when I typed something further around 45 minutes later, the canned message said they were not able to serve me via live support and to email [email protected]

So I emailed asking about where my withdrawal was and if I needed to provide anything further, and waited and received no response. I then emailed two weeks later, same message, and again no response. Two weeks after that I emailed with a big ATTENTION and my complaint about not receiving my withdrawal and they still won't even respond giving me an update or requesting more verification or anything. I have still been able to gamble on Shuffle so I don't know what the problem is. They won't let me know.

I have no other choice but to submit this complaint.

I am requesting my 0.1 BTC withdrawal.

Thank you AskGamblers for any assistance you can provide.

Unresolved

Withdrawal has been pending for over a month

I initially deposited around $100 into Shuffle and ended up losing it. After that, I deposited another $500. I lost a little more and then attempted to withdraw my remaining balance, but my withdrawal has been marked as "under review." It has now been almost a month with no update.

I have tried to open a live support ticket, but it redirects me to email support. I have sent multiple emails and have not received any response. I have also reached out to some of your partnered streamers, but they told me they are unable to help with this issue.

I would appreciate any assistance in resolving this situation or getting an update on my withdrawal request.

Resolved

$480

Unreasonable Withdrawal Delay more than a week

I won nearly 800 USTD through the slot machine on shuffle, but I was required to complete identity verification when withdrawing money, but after I completed the identity verification, the withdrawal has been shown that it is under review, but no one has replied to my online customer service, and no one has replied to the official email and X. It has been more than a week. For this kind of black money behavior, I sincerely hope you can help.

Resolved

$800