Shuffle Casino - Die Auszahlung an den Spieler verzögert sich

I saw and copied another user's sports bet on Shuffle.com. It was a tennis match with odds of 2.1. I placed this bet with 10,000 USDT and luckily won. Immediately afterward, I needed the money and decided to withdraw the amount. I suddenly noticed that the withdrawal was taking longer than usual. I then inquired in the support chat, and they asked me for a KYC verification. I submitted the requested document and have been waiting for five days. My account has been restricted ever since. Support no longer responds, or rather, they always give a standard answer: the KYC team needs documents to manually verify this. For days, I have only received this response. Therefore, I am submitting this complaint here to finally get help. I have not violated any rules or laws, and therefore this blocking and denial of the withdrawal is simply groundless.

Please help me. Thank you very much.

Ich habe eine Sportwette bei Shuffle.com eines anderen Users gesehen und kopiert, dabei handelte sich um ein Tennisspiel mit einer 2.1 Quote. Diese Wette habe ich mit 10'000 USDT angespielt und glücklicherweise gewonnen. Gleich danach brauchte ich das Geld und entschied mich diesen Betrag auszuzahlen. Ich merkte plötzlich dauerte diese Auszahlung länger als üblich. Danach fragte ich im Support Chat nach, und diese verlangten von mir eine KYC Überprüfung. Ich übermittelte ein gewünschtes Dokument zu und warte seither bereits 5 Tage darauf. Mein Konto ist nun seither eingeschränkt. Der Support antwortet nicht mehr, bzw. immer mit einer Standart Antwort: das KYC Team benötigt zeigt, um dies manuell zu überprüfen. Seit Tagen erhalte ich immer nur diese Antwort als Rückmeldung. Deshalb reiche ich hier die Beschwerde ein, um mir endlich hierbei zu helfen. Ich habe gegen keine Regeln oder Gesetze verstossen und darum ist diese Blockierung und Verweigerung der Auszahlung schlichtweg grundlos.

Bitte helfen Sie mir. Vielen Dank

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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

Dear player,

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.

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Thank you in advance for your time and feedback.

Best regards,

Dominika