Shuffle Casino - Das Konto des Spielers wurde geschlossen und auf die Gelder kann nicht zugegriffen werden.

I have been trying to contact shuffle over withdrawals for months now.

It all started when i tried to withdraw my $SHFL, i have around 5000 usd in there, I was not receiving the OTP codes to my email, i tired multiple times but to no avail i had to speak to support.

At first the in casino support where very helpful, trying to help me get my OTP code for the withdrawal. However after a failed attempt, the support officer told me to log out of shuffle and sign back in again.

So i logged out and after that i couldnt log back in, strange, i kept trying but still wouldnt log me back in.

I emailed, messaged their help desk on X but i have never received a reply, now my account is locked and I cannot withdraw my money, I wish this to be resolved as i have been a long term user of shuffle, gambling nearly 1 million dollars.

No response from team and no help given, i just want my funds back and to move on.

Dear Chapta,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're experiencing. To assist you more effectively, could you please provide the following details:

• What specific error messages did you receive when attempting to log in?
• Have you ensured that the password entered is correct?
• Did you verify your login on 7 March 2025, as requested by the casino’s customer support?
• When was the last time the casino communicated with you?
• When exactly was your account locked, and have you received any explanation from the casino regarding this?
• Does your account contain a real-money balance, or is it solely funded with $SHFL currency?

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

What specific error messages did you receive when attempting to log in? account locked (or something on these lines)

Have you ensured that the password entered is correct? yes my password is still the same

Did you verify your login on 7 March 2025, as requested by the casino’s customer support? i have been emailing support email and no response

When was the last time the casino communicated with you? last time was during the in casino support when i had trouble with withdrawals

When exactly was your account locked, and have you received any explanation from the casino regarding this? i am not sure, i tried to re log in after initial instance and then left it a couple weeks, so i believe around this time.

Does your account contain a real-money balance, or is it solely funded with $SHFL currency? There may be other crypto currencies in there, usdt, eth, btc etc as this is a crypto casino,.

Please send me a screenshot of the error message you see when attempting to access your account.

Also, please specify the real-money balance in your account, since it's essential for the continuation of the investigation of your case.

I just checked and this is what it says "account suspended"

I have contacted support via email multiple times but never heard back.

And yes real money value around $4800 usd.

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru.

Email sent

Thank you very much, Chapta, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay, thanks, i look forward to resolving this issue and receiving my funds.

Hello there,

Thank you Chapta for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Shuffle Casino for their help in resolving this complaint. We would like to know why the player's account was locked and what we can do to help resolve this issue.

Thank you!

Why is the casino not replying?

Hi Chapta, the last several emails we've tried to send to your email address have not reached you as the domain name of the email you declared appears to be invalid at this point according to our email services provider.

Please send us an email at support@shuffle.com using a different email address, please mention your Shuffle username, and your original email.

Email sent to support @ shuffle

Hi Chapta, as spoken over email, your access to your account has been restored.

Thank you very much for the update Shuffle Casino representative.

Dear Chapta, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Chapta,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru