[RESOLVED] sure shuffle.com changed my KYC info to keep me from logging in

[C0vid19shuffle]

Hi I posted another topic somewhere but I can’t find it anymore, so forgive me if I’m double posting this
But my phone was stolen several months back, so I lost my 2FA access. I messaged shuffle support from the email I had signed up for and explained what had happened and they asked me to verify myself so I gave them my name and address and they told me it was wrong… there’s no possible way it would be wrong, I know I put in the correct information.
Shuffle refuses to tell me why my KYC info won’t match up, they tell me I can’t log into the account and they won’t give me my information I’m requesting from the account (which is against their terms of service) but they also throw in my face the part of their tos that releases them from liability over the account. They also ignore my requests to have my remaining funds transferred to a wallet I’ve withdrawn from the account with before…. I really put only want my account back because shuffle policy is you’re only allowed one account and I want my money back that’s left on the account. Shuffle is located in curaçao, I live in Canada so what are my options legally? I just don’t know what to do with them ignoring me, I just want my money back that was in my balance.
I’m thinking it might have something to do with a high roller affiliate I have.

If proof is needed then I have a whole lot of emails that were ignored if that helps and screenshots of emails from beforehand I’m trying to figure out how you post pictures on here on mobile.

My shuffle username is C0vid19


EDIT: shuffle support contacted my via email and helped me get into my account, thanks shuffle

[C0vid19shuffle]

Update: after making this post, shuffle then responds to an email I sent them telling them I want my funds returned by giving me my KYC information. But that was it they refuse to reply back to my emails otherwise.
Just goes to show where shuffle stands on its customers, by scamming them and giving them the cold shoulder.

[Mahdirakib]

I’m thinking it might have something to do with a high roller affiliate I have.

I don't think so. Shuffle has gained a great reputation in the gambling community with transparency. They wouldn't give you any opportunity to recover your account if Shuffle team had such intentions. Tell them to match your login IP addresses. Also, send them the screenshot of your last few deposits from your wallet. Some casinos give these options for account recovery. I had recovered my account through those options on Stake.com a few years ago. However, your situation is a little bit complicated here as your KYC data aren't matching.

[AbuBhakar]

Shuffle will surely not gonna give the info attached on the account for safety purposes of the account in case it was hacked by someone. If you’re the real owner then you should never made any mistake on verifying on your account because the info is usually available on the KYC level 1 page.

I agree to @Mahdirakib suggestion to ask them for IP match or address verification on your deposit. I’m sure you have records of your last deposit.

[jstyler]

i'm really sorry to hear you're going through this, it's frustrating when you can't get help from the support team. i've had similar issues with other exchanges in the past and one thing that often helped was sending them a detailed timeline of events, including emails and transactions. it might be helpful to compile a list of all the deposits and withdrawals you've made, along with the dates and amounts, and see if that triggers a response from shuffle. also, have you considered reaching out to your local consumer protection agency in canada? they might be able to help mediate the situation and get your account back in order.

[o48o]

As someone who isn't from Canada i don't even pretend i would know enough facts to give legal advice, but if you can't get any more info from them, i would start by filing a complaint to Curacao's Egamin just to get the ball rolling.

I am not asking how much they owe you and i wouldn't recommend telling anyone, but if it's enough you should definitely hire a lawyer from Canada (if you indeed are a resident there), that specializes in something like this. For all you know you could be doing all the wrong things and shuffle could threat to sue you back for defamation.

[Xal0lex]

Hi I posted another topic somewhere but I can’t find it anymore, so forgive me if I’m double posting this

Here's your topic that you created earlier Shuffle.io changed my kyc1 information and refuses to release me my information. And I recommend you to close this topic, so as not to duplicate information.