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My situation is as follows: I made 2 deposits of 3000 USDT (Total 6000)

I placed some sports bets that I won, but then I lost that amount at the casino... I tried to withdraw my deposited money (6000) and I've been waiting for 11 months.

They never answered my emails, chat messages, or anything.

In other words, that was my deposit and I never earned anything on the site.

My account is verified

mi situación es la siguiente: hice 2 depósitos de 3000 usdt (Total 6000)

hice algunas apuestas en deportes que gané pero luego perdi dicho monto en casino... intente retirar mi dinero depositado (6000) y hace 11 meses que estoy esperando

en el medio nunca me respondieron los mails ni los mensajes por chat ni nada

es decir ese fue mi deposito y nunca gané nada en el sitio

mi cuenta esta verificada

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Dear kiosquito,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Do I understand correctly that your withdrawal has been pending since April 2025?
2. Have you reached out to the casino's customer support via email to inquire about the reason for withholding your funds?
3. Have you engaged in any gameplay or made deposits at this casino since your withdrawal has been pending?
4. Have you successfully completed the KYC verification process?

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,

Attila

1- Yes, that's right

2- Countless times, they never answered a single email

3- NO

4- YES, I have everything verified

1- Si, asi es

2- Infinidad de veces, nunca respondieron un solo mail

3- NO

4- SI, tengo todo verificado

What happened to our case?

que paso con nuestro asunto ?

Dear Kiosquito,

Thank you for your response. I would appreciate it if you could let me know whether you still have access to your account at this time.

If possible, could you also forward the emails you have sent to customer support, along with any replies you may have received? You can send them to me at attila.g@casino.guru.

Furthermore, I understand that you mentioned losing your balance at the casino and subsequently attempting to withdraw your deposited funds. Could you please confirm whether you have completed the necessary wagering requirements for your deposit before requesting a withdrawal?

Thank you in advance for your cooperation.

I already sent you that privately

ya te envie eso por privado

so?

entonces?

Dear kiosquito,

Thank you for your email. I understand that you have experienced a loss regarding your winnings. Could you please clarify whether the sum of 6000 USDT has also been lost, or is the withdrawal still pending?

Thank you in advance for your response.

The withdrawal has been pending for almost a year....

I won nothing

I played and wanted to withdraw my deposit, but it's still under review after 11 months.

el retiro esta pendiente hace casi 1 año ....

no gane nada

jugue y quise retirar el deposito pero sigue en revision hace 11 meses

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello kiosquito,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

I would like to kindly request clarification regarding the delay in processing the player’s withdrawal. Could you please provide the reasons for this extended processing time and let us know when the withdrawal is expected to be completed?

If there are any relevant details or circumstances regarding this matter that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear kiosquito,

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,

Michal

Casini Guru