Shuffle Casino - Das Spielerkonto wurde nach dem Gewinn geschlossen.

I am American and currently live in Bahrain for work purposes. I made a few deposits to the casino Shuffle. I played and won over excess of $300,000 in the XRP crypto currency. I made a withdraw for 51886.79245283 XRP. When I made the withdraw, Shuffle support returned my withdraw to my overall balance, and reduced the balance to $0.02 and closed my account. The game that I received my winnings from was "Waifu Tower" and there is a screenshot of the game with a balance reflecting enough for withdraw. I understand casinos ban players from winning sometimes, but I genuinely feel like I just got scammed. Is there a way this can be sorted? I don't have any further evidence because the account has been closed out.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shuffle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did the casino justify its decision in any way? Have you received any explanation for why your winnings were confiscated other than the one you submitted?
• Did you achieve your current balance with the help of a bonus?
• Were you asked to submit any documents for verification purposes? Which ones and when?

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

Best regards,

Tomas

I started my account on January 14th of 2026. Shuffle.com asked me to do level 1 verification and completed the verification allowing me to make deposits. I made separate deposits to gamble. 

Deposit Amount:

178 USDT

Deposit Amount:

25.819242 XRP

Deposit Amount:

109.480752 XRP

I have proof of receipts in my email if needed. 

Though I am American, I still qualify for verification to play on shuffle.com because I physically live in Bahrain. 

When my account was in the process of being suspended, Shuffle support prompted me to do level 2 verification where I attempted to give my U.S. government passport allowing my presence in Bahrain. The attempt was not considered or talked about at all. My account was then suspended from that point forward and I was unable to login to the account.

I have proof of address stating that I live in Bahrain, a Visa, and a CPR allowing me to fully qualify to live in Bahrain. I am willing to provide all information available through screenshots and photos if need be. 

I have not made multiple accounts with Shuffle.com. This account just so happens to be my first experience with shuffle.com. I have been a customer with them for about 1 day. 

The casino has not justified their reason as to why my account has been suspended. They have left everything open for interpretation. They have not given me a reason as to why my funds were confiscated or why the withdraw was returned either.

I have used a very small amount of bonuses, but it doesn’t compare to the amount I had in my balance before I was refused service. I used maybe $10-$20 of bonuses.

All of this considered, there are gamblers who attempt to make profit to play. There is a certain percentage of the population that seeks a profit and is not only a motivating factor for players to continue gambling, but for the casino to make money off of players as well. If a player wins big, they are given their dues if the player plays fairly and hasn’t breached the terms of service. It says a lot about a casino that doesn’t keep their end of the bargain when allowing players to gamble.

I have a shuffle team member attempting to contact me on the trustpilot review site, and I’d like to see what they say before I add to this complaint.

there are also a few changes I’d like to make to the previous message which I can’t edit anymore. Just communicating it.

My case was reviewed thoroughly by Shuffle's compliance team and they discovered a bug in the game that I was playing. Their cause was justified in taking my winnings as it is not ethical for me to seek a payout in this circumstance nor is it considered fair play in accordance with their Terms of Service. I am ignorant to casino investigations and I feel I overreacted. I learned a lot about policies governed under the Curacao Gaming Board due to the circumstances and in my opinion way more than I would have known if I didn't endure the investigation. I applaud Shuffle's compliance team for enforcing and maintaining fair play. They may have a lack of communication throughout my review process, but it is with good reason for the self protection of the casino. I sincerely apologize for my shortcomings. I do however believe I was playing fairly, but I was unable to realize an error with the game I was playing and feel it was an error on both parties, me for being ignorant, and the casino for having an improperly working game to bet on.

"9.3. If we mistakenly credit your Shuffle Account with winnings or any other sums that do not belong to you, whether as a result of a technical error or human error or otherwise, such sums will remain our property and will be liable to be deducted from your Shuffle Account. In the event of an incorrect credit to your Shuffle Account, you are obliged to notify us immediately by email at support@shuffle.com upon becoming aware of any such error. If you withdraw funds that do not belong to you before we become aware of such an error, those amounts credited to your Shuffle Account in error will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us."

In accordance with term 9 in Shuffle's Terms of Service "Withdraws" subsection 3 quoted above, a Terms of Service breach has been recognized with this case, however, it states in the terms that it is recognized as a technical or human error. I have not attempted to seek out a way to abuse any privileges offered to me by Shuffle.com or wish to commit anything malicious in nature. Given the circumstances and the short amount of time I played on their platform before my investigation happened, if I have not breached any other Terms of Service and upon completion of their compliance team's review of my account and profile, I would like to have access to play again on shuffle.com. Once I know the outcome of their decision I will attempt to close this complaint. I again apologize.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TheGuy44,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas