Complaint #94 Shuffle Casino

Withdrawal stuck in review unable to cash out 6 390 Euro

By ELEVENPERDTOUT

6 months ago

Hello,
I am submitting a complaint against Shuffle Casino regarding a serious issue with my account and my winnings of €6,390.

I won €6,390 on their platform. Shortly after, they requested a full identity verification (KYC). I provided all the required documents immediately and fully complied with the procedure.

However, instead of validating my account, the casino blocked my account without any clear explanation. They then informed me that my account had been placed in “withdrawal-only mode”, supposedly as part of an “ongoing compliance and risk management review”.

Despite this, I am unable to make any withdrawal:
every withdrawal request goes into “review”,
no transaction ID is ever generated,
and the process never progresses.

In other words, the casino claims that I am allowed to withdraw my funds, yet they technically prevent me from doing so, which strongly suggests that my winnings are being deliberately withheld.

I have contacted their customer support several times, including via email, but I have received no response.
This situation seriously calls into question their ethics, transparency, and professionalism, especially since all of this happened immediately after I won a large amount of money.

I therefore request:
The full and immediate payment of my €6,390 winnings, which are rightfully mine.

Thank you for your assistance.

Disputed Casino Shuffle Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

6 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.

Inactive user

6 months ago

My response to Shuffle Casino’s accusations

I fully and categorically reject every accusation made by Shuffle Casino.

First of all, my name is Baris and I have only ONE account on Shuffle.
I completed the KYC verification exclusively on this single account using my personal documents.

It is absolutely impossible for any other account to exist under my identity, because:

I have never created another Shuffle account,

I have never verified any other account,

I have never submitted my documents anywhere else.

Therefore, the casino’s claim of “multiple accounts” is objectively false.

If Shuffle insists on maintaining this accusation, I demand complete technical proof, including:

the exact IDs of the alleged “other accounts”

device fingerprints (browser, hardware, user-agent)

creation dates and login logs

payment methods used on those accounts

Until now, the casino has provided zero evidence.
Not a single technical detail.
Only vague accusations repeated from a template commonly used to block legitimate withdrawals.

Clarification regarding my most recent deposit

One of my recent deposits was made using cryptocurrency sent from a friend’s wallet.
This friend indeed has his own Shuffle account, but he has never accessed my account, and I have never accessed his.

Sending crypto from one private wallet to another is completely normal, allowed, and not a violation of any rule, especially since blockchain wallets are not tied to personal identities.

If Shuffle is basing its “multiple account” accusation on the fact that a friend sent crypto to my wallet, then this accusation is invalid and technically meaningless.
A crypto transfer between two independent wallets does not link two users, does not prove shared identity, and cannot be used as evidence of multi-accounting.

Regarding the accusation of automated tools

The accusation of using “automated tools” or obtaining an “unfair advantage” in Blackjack is also entirely baseless.

I played manually, normally, and without any assistance whatsoever.
I have never used any bot, script, automated system, software, helper, tracking tool, or anything similar.

If the casino claims otherwise, then I formally request real evidence, such as:

detailed logs allegedly showing “automated actions”

timestamps

bet-by-bet history proving abnormal patterns

any verifiable proof

So far, they have provided nothing.
Not a single log.
Not a single timestamp.
Nothing that could justify freezing a verified player's winnings.

Final Statement

My account went through the full KYC process and was approved.
Therefore, Shuffle Casino has no legal basis to withhold my funds.

I now request the full and immediate release of my winnings, without delay.

Shuffle Casino

• Representative

6 months ago

Following an internal review, we confirmed that this player operated multiple accounts in clear violation of Shuffle’s Multi-Accounting Policy at Clause 3.4 of our Terms of Service. Our investigation also identified the use of automated tools to place wagers and behaviour intended to gain an unfair advantage during Blackjack play, both of which are prohibited under the general rules governing fair use, platform integrity, and unauthorised automation within our Terms. As a result of these breaches, the associated accounts have been actioned strictly in accordance with the Terms of Service.

Inactive user

6 months ago

look, I even have the screen of the transaction

Shuffle Casino Complaint Stats

Resolved 56 / 64

Avg. Amount $3,231

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

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

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