Complaint #69 Shuffle Casino

Withdrawal Stuck in Under Review for Over a Week 1500 USD Not Paid

By Gábor V.

1 year ago

Dear AskGamblers Complaints Team,

I am writing to file a complaint against Shuffle Casino regarding a pending withdrawal that has not been processed for over a week.

I won 1500 USD through a sports betting wager on their platform and requested a withdrawal. However, the withdrawal status has been showing as “under review” for more than 7 days now, with no clear explanation or update from the casino.

I have contacted their customer support multiple times, both via live chat and email, but I only receive generic template responses that do not clarify the reason for the delay or provide any timeframe for resolution.

As a verified user who has complied with all their terms and conditions, I believe this delay is unreasonable and lacks transparency. I am concerned that the casino may be intentionally stalling the payment without valid grounds.

I kindly ask AskGamblers to assist in resolving this issue and help facilitate the timely release of my rightful winnings.

Below are the details of my case:

• Username / Account ID on Shuffle Casino: iamgabesz

• Amount Withdrawn: $1500 USD

• Date of Withdrawal Request: 2025.07.25.

• Current Status: “Under Review” (for over a week)

• Support Communication: Repeated template replies, no specific information given

I am happy to provide any additional documentation or screenshots needed to support my claim.

Thank you for your assistance.

Best regards,

< name removed >

Disputed Casino Shuffle Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

1 year 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.

iamgabesz

• Hungary

1 year ago

Dear Shuffle Casino Support Team,

I am writing to formally request a review of a recent issue that has arisen with my account, as well as the account of my identical twin brother. Both of us registered individually on your platform, as two separate people, and we each recently won a significant amount while playing.

Unfortunately, we have been informed that neither of our winnings will be paid out, with the explanation that this is due to a violation of your internal rules — specifically the policy stating that one person may only have one registered account.

While we fully understand and respect your anti-fraud and fair-play policies, we would like to clarify that we are two different individuals. We happen to share the same residential address as we are twin brothers living in the same household, but we each have our own identification documents, payment methods, and play independently of each other.

This situation appears to be a misunderstanding based solely on the shared IP address or home address. We kindly request that you review our accounts with this context in mind and allow us the opportunity to verify our identities through any additional documentation you may require (e.g., government-issued ID, proof of residence, utility bills, etc.).

We trust in the fairness and integrity of your platform, and we hope this matter can be resolved promptly and fairly.

Additionally, I would like to mention that my brother has also submitted a complaint regarding this issue on the AskGamblers website, explaining the exact same situation. We kindly ask you to carefully review both of our accounts, as we are confident that this is a simple misunderstanding caused by our shared address.

If necessary, we are more than willing to provide a photo of both of us standing side by side, each holding our respective ID cards, to clearly demonstrate that we are two distinct individuals.

Thank you for your understanding and assistance.

Kind regards,

< name removed >

Shuffle Casino

• Representative

1 year ago

Hi iamgabesz,

We note that you have broken our terms of service by creating multiple accounts. Please note that per this section of the TOS:

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].

As a result, your account has been closed.

Shuffle Casino Complaint Stats

Resolved 63 / 71

Avg. Amount $3,308

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, 60 out of 68 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

My withdrawal from Shuffle has been delayed for 13 days already

Hi my username in Shuffle.com is legramblade and on October 3rd I decided to withdraw 189.23586549USDT to my metamask wallet via BNB chain.
It went into “In Review” and then I was asked to do a Level 2 then Level 3 Verification, then later a Liveness check where they scanned my face. Then right after they immediately dropped all communication with me right after they thanked me for the verification and will look at the info I gave them. Not only did they dropped communication with me, even Live Support would just be an AI Agent which asked me to email them at [email protected] to enquire more (which I did) and also no reply.

Recently it changed from “In Review” to “Processing” but also I was given the silent treatment from Live Support.

I’d very much like to continue using Shuffle Casino but i’m unsure if I should deposit more if I am unsure if I can ever withdraw my funds whenever I need to.

I hope i’ll be able to get the funds and regain confidence in my continuing patronage at Shuffle Casino

Resolved

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.

Resolved

€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

Balance confiscation and partial payout

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.

Resolved

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