Shuffle Casino - Die Auszahlung an den Spieler verzögert sich

Requested for a withdrawal since 23rd January and instantly got a request from Shuffle to do a L2 KYC (Identity Verification) which I completed almost immediately.

My withdrawal is still 'in review' ever since then, contacted and emailed their support but they just kept saying to wait for their compliance team to manually review my documents.

I've successfully withdrew twice before without the need of KYC (2.4k and 2.9k USD respectively).

Waited for over 72 hours and still didn't get my withdrawal approved as the time of my writing.

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.

Dear goobie,

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 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

Dear goobie,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, Shuffle finally gave me an update 2 days ago after 13 days of waiting by requesting a L3 verification (Proof of Address).

I've completed it and the withdrawal is still under review so I'm guessing it's another 2 weeks of wait.

Dear goobie, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected] or post screenshots here.

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

Karla