Bitcoin Forum

My username at Shuffle is "Jadens"

I have been playing at Stake then later at bc game when a big affiliate suggested me and offered extra lossback. The same guy later suggested shuffle and i decided to make an account and start playing.

I had no issues when I was losing money and the affiliate was very nice and kind to me. A week ago or so I found some luck on sports and some wins on keno. I made withdrawals without any issue but my last 3 withdrawals are put to "in review" for 3 days.

I contacted support who told me to complete my KYC level 2 & 3 "proof of address", I immediately did that as I am doing nothing wrong. Although I am not very comfortable giving my documents, but now I had big wins and $7000 means a lot, and I provided the documents. The KYC was completed within minutes.

I contacted support and they asked me for some other proofs such as "Liveness check", I completed that too within minutes, hoping I will get my withdrawal now.

Then I was told that sports compliance team is checking my withdrawals. It's been 3 days and live support have stopped answering me, so has the email support now.

Proofs:

KYC Proof - https://i.imgur.com/aicQW44.jpeg

Support No reply proof - https://i.imgur.com/SL7rRMr.jpeg the few questions you see there asked are botted replies

Withdrawal in review - https://i.imgur.com/IMUOfzu.jpeg

I am more than happy to let any trusted member on the forum login to my account and verify that I did not make any shady bets.

Some of my wins I had

Keno 500x, $4k - https://i.imgur.com/R0sy7U9.jpeg

Sports 2.2k - https://shuffle.com/sports/?modal=sportBet&md-id=CQjzsY822YJoN3pNz7rNg

Sports 1.4k - https://shuffle.com/sports/?modal=sportBet&md-id=CQjos1JqF1A7hteMGtGRZ

Sports 2.1k - https://shuffle.com/sports/?modal=sportBet&md-id=CQiTKf5y7LPRQNAYzsFaq

I have many such wins and any trusted forum member I can give my login to who can check.

The person who referred me to shuffle has started ignoring me and offers little to no help. He believes because I won in gambling it means I am doing something wrong. Please help me get my money out.

DO NOT GIVE YOUR LOGIN TO ANYONE!
That is a dumb idea! Even if the forum member is trusted!

3 days is not a very long time. Customer support can take weeks, if they are backed-up and low on human staff to help out with all the tickets. There is nothing else to do than wait, really.

So that is the only advice anyone can give you right now. Do not panic because of 3 days and just wait. It might take a while but then again you could have done the KYC process beforehand and had all that trouble out of the way.

Ok thanks, I'll avoid doing that.

I'll nudge someone from Shuffle come Monday to gain more insight. But I personally think, at this stage, it'll quite likely resolve itself, just a waiting game. For the time being, though, I'm adding this to my list.

I hope they pay. All trustpilot reviews suggest they do this to everyone, fingers crossed.

Thanks for messaging me so I could check out your topic.

I have already contacted ShuffleTim (https://bitcointalk.org/index.php?action=profile;u=3672328) on the forum and sent him an email at his official address: tim@shuffle.com. I hope he looks into your issue as soon as possible and tries to help you.

You can also post about your issue on Trustpilot (https://www.trustpilot.com/review/shuffle.com) and CasinoGuru (https://casino.guru/shuffle-casino-review). and there’s no need to take further action right now. Don’t worry you’ve provided your evidence, and it’s up to them to examine it and allow you to withdraw.

Umm... let's not try to escalate to TP and CG for the time being and see if we can deescalate the matters with me reaching my contact, shall we? As always [well, at least what I strive to do] we're here to deescalate matters into a resolution, not to escalate things, not when it can be sorted out peacefully.

And, would like to add [and repeat] that raising a case to CG or AG or any ADR or any platform simultaneously while we tried the case here, though it's at player's total own freedom to choose and do, I'll dare myself to advise against it. It is the reason why one specific casino retract themselves from the forum and funnel matters through one channel only, that become a great headache for me, as well as adding further delays and complications to future players' disputes as their system got clogged.

I actually wanted to escalate the matter so they would pay more attention to resolving this user's issue. However, it’s fine, I agree with what you said. You can take the lead and try to mediate between the player and the casino representative you know, so we can reach a solution without putting pressure on them through other dispute resolution channels. I hope you’ll keep us updated on any progress, my friend. Thank you for always being active and involved in casino cases, trying to mediate and help.

Therefore, I also hope that the OP doesn’t act hastily and remains patient until we receive an update. We truly hope he’ll be able to resolve his issue in the end.

Thank you and everyone else for helping. I will not create any new complaints anywhere for the time being. Hope Shuffle pays out.

I am new to the forum, how do I give merits? Where I can buy them because I am truly grateful for all of you stepping in to help.

If they have paid other customers whose complaints we found, then they will certainly pay you after they review your case and confirm that you have not violated any of their terms of use. We are here to try to to make sure your voice is heard, and we hope that the casino representatives will cooperate with us if they care about maintaining their reputation.

You can give Merit by clicking the "+Merit" sign next to the post you want to award Merit to. Merits cannot be bought, they are a form of appreciation for members’ contributions. You earn them by being an active member of the forum, sharing useful content, and helping others.

Thanks, hopefully they pay.

I somehow can't access and see these pages. But I assume they're the betting tickets? Can someone please take screenshots of them and reupload to talkimg so I can see what are those links about and get a better understanding?

I have screenshot them, plus more, and uploaded to talkimg as you asked  :)

https://www.talkimg.com/images/2025/07/08/Uw1mRw.jpeg
https://www.talkimg.com/images/2025/07/08/Uw16r9.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1M23.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1Q48.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1PWN.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1TQa.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1tYo.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1z8T.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1Nwl.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1EE1.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1I5m.jpeg
https://www.talkimg.com/images/2025/07/08/Uw132W.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1kRJ.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1v1C.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1YWb.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1yQv.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1JfH.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1V8g.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1rAI.jpeg
https://www.talkimg.com/images/2025/07/08/Uw11Id.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1L55.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1hUz.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1oT2.jpeg
https://www.talkimg.com/images/2025/07/08/Uw141c.jpeg
https://www.talkimg.com/images/2025/07/08/Uw18AD.jpeg
https://www.talkimg.com/images/2025/07/08/Uw15eP.jpeg
https://www.talkimg.com/images/2025/07/08/Uw19Qq.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1Bfj.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1gKG.jpeg
https://www.talkimg.com/images/2025/07/08/Uw1KIf.jpeg

I am happy to spend a day and screenshot all the bets I have made on Shuffle. It's 35 pages of bets as I just noticed, but my funds are held hostage, and I am willing to screenshot all the bets, if required.

I noticed this just now while reading the thread. I had already completed KYC before this happened. After withdrawals were put under review, I completed the additional KYC steps they requested, such as proof of address, liveness verification, and so on.

We have identified this user as a multi-accounter through the use of multiple verification methodologies. Initially, one of their accounts was limited on the advice of our provider. Subsequently, the account “Jadens” was created in an attempt to circumvent these limits and continued to engage in abusive sports betting activity (this is unrelated to casino play). This is a clear violation of Shuffle's Terms of Service.

Additionally, the user submitted multiple KYC documents across these accounts, none of which were issued by the country they claimed to be residing in. As a result, we are not permitting the player to continue using our platform. We have allowed them to withdraw their initial deposit, but we will not be honouring winnings that were gained through abusive behaviour.

Just saying multi-account does not work. I have made more than 500 bets and initially when I was losing, you never stopped me. Now, after I got lucky with some bets, you are telling me that I am a multi account.

Please show bets where you think I took any advantage over the sportsbook or anything shady.

My documents are real and if you mean my IP doesn't match, that's because you allow the use of VPN, and because I am connected through a VPN. I am happy to do any kind of KYC you require. Willing to involve any trusted forum member who can confirm the same, providing them any details they want.

Can you please mention what's the multi account username and when it was limited? You say I have multi-accounts and naming my other account, that you claim has been limited, should not be a problem?

You say I submitted wrong/fake KYC which is a blatant lie. The verification was even marked as completed and if the information was wrong, did you blindly marked as completed? I am still happy to provide the same KYC to any forum member and do the liveness verification which you also asked for, and I completed.

Usually casinos doesn't just rely on one or two key factor to determine multi-acc. So, not just IP and VPN. [source: trust me, I've seen a lot of those multi-acc detection under "oath of silence"]. I'd naturally recommend you to go to an ADR who can handle and verify these proofs, but unfortuntely your bettings are sport-related, thus CG won't mediate, and Shuffle isn't on AG, far as I know.

How do I prove I don't have multi? I did KYC and 5-6 levels of that, where they even asked me to do face verification. What else can I really do?

Secondly, I am asking them to show me one bet that looks shady or where I took advantage of them. I have made bets on top tier games like MLB, LoL MSI that's the biggest tournament in League, highest tier of dota2 games.

They are making a baseless story about KYC because by their own standards it's marked as "completed" and I did everything they asked for. What's the point of KYC if they are not going to honor it?

Well, I'm setting things in motion. Hopefully it'll work. Until then, please wait.

Regardless of the outcome, thanks a lot! Without your and other forum members intervention, Shuffle was never going to reply. I have not received an answer on email and live support for over 6 days. Someone who would not discover this forum would be left hanging by Shuffle.

Waiting for some update.

I have quoted all of the images in order for them to be displayed and to make it easier for members to understand what is going on.

I have just posted in a different thread that on many occasions the complaint does not elaborate on possible reasons why a casino might freeze their accounts. For clarity, can you think of any reason why you might have been in breach of the terms and conditions that you voluntarily signed up for?

[/quote]

I cannot think of any reason. When I was losing they were treating me like a king, offering extra lossback and what not. I started to get lucky with some casino and later sports win, and suddenly withdrawals were stopped without any communication at all.

I am still happy to offer login to my account and you can check I made no shady bets. Some forum members suggested against it but I am happy to still do it, if required and forum members suggest going that route.

There is no need for forum members to login to to your account. I would advise you to never allow anybody to access your account regardless of the reason.

Keeping that aside, you have stated you cannot think of any reason why Shuffle would treat you in this way. Their lack of communication has not helped you understand why they came to that conclusion. I think it is important they post here to explain what happened according to them. If they continue to to ignore you then you might have to create a flag.

Don’t do that, you may regret it later. Ignore anyone who contacts you and asks for your credentials even if it’s a trusted member of thisvforum. I guess you will receive many PMs from newly created accounts regarding this matter, just ignore them.
How do you think giving someone access to your account would help here?

I'm really sorry, but I don’t know how uou could prove you don’t have other accounts on Shuffle.
But to be fair, since they are the ones who accused you of multiaccounting, then the burden of proof is on them. So, it’s them who need to prove that you were multiaccounting.

.

Thanks @Jollygood khaled0111

I am waiting for @holydarkness as he said he is trying to help :)

@Jollygood Can you please help me understand what is a flag and how to create one? Does it help?

I was trying to give access to the account so a trusted member can check my bets and reveal if I made any shady bets.

They accuse me of multi-accounting but still allow me to gamble, deposit and play normally.

They said I am indulged in abusive sports betting, but fail to show one bet to prove their allegation. I have made over 500 sports bets here and they cannot find one bet that is shady.

Tim said "Additionally, the user submitted multiple KYC documents across these accounts, none of which were issued by the country they claimed to be residing in." which does not make any sense to me. My KYC is completed and I did face verification, liveness check and everything else they asked for. My ID document has indeed been issued by the government of my country.

I am still working with a colleague of mine, as well as the CM of this casino, to get some things in motion. I will really appreciate if you can wait a little bit more, while the three of us tries to get what I have in mind to work and be put in motion.

Sure and thank you again for all the help!

I advise you to take a look at this topic: https://bitcointalk.org/index.php?topic=5153344.0 wich discusses the flag system. But since you are new to this forum, then you may need to reemad some of the replies on that thread to get a better understanding on how all of that works.
Just keep in mind that the flag you will create will be useless if it doesn’t get enough support from DT members.

Screenshots of your bets are more than enough for the moment. Again, the burden of proof is on the accuser not on you.

Actually, it makes perfect sense since you were accessing their website through a VPN.

I am sorry but I don't think it makes any sense because:

1. They allow the use of VPN. I can show you several streamers who connect to VPN during their live streams.
2. My KYC is marked as "completed" on 5 different levels. How do you verify a customer and later deny it, that too on 5 different levels?

If I have passed the verification through standards set by them, how can they later say it's invalid? What does KYC even mean if they don't honor their own KYC standards later on? I believe then doing KYC doesn't mean anything for the users because it can be denied later.\

My stats I requested on June 29th. When I was losing everything was alright. You can't expect a player to always lose.

https://www.talkimg.com/images/2025/07/12/UwqLRJ.jpeg

It's quite obvious that this user's KYC does not belong to this person.

Also note we have matched the exact same IP address used across accounts. We have also tracked this user on-chain, interacting multiple Shuffle account wallets.

https://metasleuth.io/result/bsc/0xBa30fa259F4B226AF84Cc86b273556D08f6Ee1E0?source=26066313-9718-4395-abf8-cd13ef280ee2

This link was already posted earlier in the thread, have a look to get an understanding about flags: Trust flags (https://bitcointalk.org/index.php?topic=5153344.0)

Regarding the KYC, as unlikely as it might sound there is a possibility that the casino have made a mistake. If one department updated the KYC but another did not, it could have led to an error. I think they should rectify this and whenever you communicate with them you should provide them with a screenshot of your verified customer email/reference number.

For now, if I were you I would not worry about the KYC issue because you have been verified (regardless of whatever they say) however the fact remains you need clarity on why they have blocked you from withdrawing. I hope they provide information on the matter soon.

When using a VPN, it's obvious my IP would match with hundreds of users. If I use the same IP address as a streamer, will you ban him because the IP matches?

The link you have posted, I don't understand that.

The purpose of KYC is to verify myself. You say KYC does not belong to me? I am still ready and open to any kind of verification.

@JollyGood Exactly, I am waiting for the proof of any shady bets I made. They are playing around the bush and dodging the question. @ShuffleTim Please show the forum bets where I took advantage of the bookie.

Tim, with all due respect, I believe there are already some people trying to reach you and suggest you to get in touch with me, and this is me directly requesting your kind permission to establish a direct contact. Please shoot me a PM with your telegram username if you wish me to reach you personally and wouldn't mind to allow me to see and validate those findings [as we don't have an ADR that can validate that fake-KYC and multi-acc counter accusation]. I'm offering myself, if you would.

---

OP, Jadens55, this is what I am talking about when I say I am working with a colleague of mine as well as the CM of this casino to solve this matter: to validate or invalidate the counter-accusation of multi-account and fake KYC. Suppose both parties agree for me to see and validate them.

You have my permission for whatever you need. I don't want my personal details to be leaked publicly, but as long as it's between you and/or some trusted forum members, I am fine with that. This is why I offered my account access, if needed.